[41335] in Resnet-Forum
Re: looking for Service Desk/Help Desk vendors
daemon@ATHENA.MIT.EDU (Stuart Teal)
Thu Aug 11 22:26:11 2016
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Date: Thu, 11 Aug 2016 22:12:36 -0400
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Stuart Teal <stuartteal@GMAIL.COM>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <E338BBBA6E05DF4D8AD84ED2210EDD280543321C6947@EXSERVECLUS2.angelo.local>
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We also just switched to blackboard. We had a company called
synoptek before. We got some sort of arrangement set up where they use our
ticketing system (service now) instead of their own (they do this for
Georgetown too) and they handle all after-hours as well as overflow during
the day in case there are too many calls in queue or the wait time becomes
excessively long (the 8x8 system implements these rules). It's billed by
the call. We paid for some large number of calls at a flat rate and they
bill at a slightly higher rate if we go over (which we will).
We had some initial issues with QA but they're getting better. We have a
slack instance where their managers communicate with our tech leads if they
have questions.
I'm happy to share more specific details to anyone interested.
On Wed, Aug 10, 2016 at 11:13 AM, Chris Steele <chris.steele@angelo.edu>
wrote:
> We just switched from Ellucian to Blackboard for our afterhours Service
> Desk.
>
>
>
> *From:* Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] *On Behalf Of *Wendy
> Worlund
> *Sent:* Wednesday, August 10, 2016 8:50 AM
> *To:* RESNET-L@LISTSERV.ND.EDU
> *Subject:* Re: looking for Service Desk/Help Desk vendors
>
>
>
> Blackboard Student Services is who we use.
>
>
>
> Wendy Worlund
> Manager of Client Services
> UAH - Office of Information Technology
> VBH C14
> (256) 824-2616
> wendy.worlund@uah.edu
>
>
>
> On Wed, Aug 10, 2016 at 8:35 AM, Duhaime, Lisa J. <Lisa.Duhaime@tufts.edu>
> wrote:
>
> Good Morning,
>
>
>
> Hope everyone is doing really well and enjoying the Summer. I am writing
> to you today as we are wondering if any institutions are using a vendor, or
> partnering with a vendor, for Service Desk/Help Desk services, or knows of
> anyone using a vendor for Service Desk/Help Desk services?
>
>
>
> We have been utilizing the company CDI for the past 2.5 years for our
> Service Desk/Help Desk needs 24/7 and have been very satisfied and our
> clients have been quite happy. And with all contracts, as it is due for
> renewal within this upcoming year, we must consider all potential options
> upon renewal.
>
>
>
> All company references are appreciated.
>
>
>
> Thank you so much.
>
>
>
> Lisa Duhaime
>
> Associate Director for Client Support Services
>
> Tufts Technology Services (TTS)- Tufts University
>
> 126 Curtis St. Somerville, MA 02145
>
> Phone: 617.627.3887 Email: Lisa.duhaime@tufts.edu
>
> http://it.tufts.edu
>
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to
> http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
>
>
> ___________________________________________________ You are subscribed to
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>
> To subscribe, unsubscribe or search the archives, go to
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> ___________________________________________________ You are subscribed to
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<div dir=3D"ltr">We also just switched to blackboard. We had a company call=
ed synoptek=C2=A0before. We got some sort of arrangement set up where they =
use our ticketing system (service now) instead of their own (they do this f=
or Georgetown too) and they handle all after-hours as well as overflow duri=
ng the day in case there are too many calls in queue or the wait time becom=
es excessively long (the 8x8 system implements these rules). It's bille=
d by the call. We paid for some large number of calls at a flat rate and th=
ey bill at a slightly higher rate if we go over (which we will).=C2=A0<div>=
<br></div><div>We had some initial issues with QA but they're getting b=
etter. We have a slack instance where their managers communicate with our t=
ech leads if they have questions.=C2=A0</div><div><br></div><div>I'm ha=
ppy to share more specific details to anyone interested.=C2=A0</div></div><=
div class=3D"gmail_extra"><br><div class=3D"gmail_quote">On Wed, Aug 10, 20=
16 at 11:13 AM, Chris Steele <span dir=3D"ltr"><<a href=3D"mailto:chris.=
steele@angelo.edu" target=3D"_blank">chris.steele@angelo.edu</a>></span>=
wrote:<br><blockquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;bor=
der-left:1px #ccc solid;padding-left:1ex"><div lang=3D"EN-US" link=3D"blue"=
vlink=3D"purple"><div><p class=3D"MsoNormal"><span style=3D"font-size:11.0=
pt;font-family:"Calibri",sans-serif;color:#1f497d">We just switch=
ed from Ellucian to Blackboard for our afterhours Service Desk.=C2=A0 <u></=
u><u></u></span></p><p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;=
font-family:"Calibri",sans-serif;color:#1f497d"><u></u>=C2=A0<u><=
/u></span></p><p class=3D"MsoNormal"><b><span style=3D"font-size:11.0pt;fon=
t-family:"Calibri",sans-serif">From:</span></b><span style=3D"fon=
t-size:11.0pt;font-family:"Calibri",sans-serif"> Resnet Forum [ma=
ilto:<a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RESNET-L=
@LISTSERV.ND.<wbr>EDU</a>] <b>On Behalf Of </b>Wendy Worlund<br><b>Sent:</b=
> Wednesday, August 10, 2016 8:50 AM<br><b>To:</b> <a href=3D"mailto:RESNET=
-L@LISTSERV.ND.EDU" target=3D"_blank">RESNET-L@LISTSERV.ND.EDU</a><br><b>Su=
bject:</b> Re: looking for Service Desk/Help Desk vendors<u></u><u></u></sp=
an></p><div><div class=3D"h5"><p class=3D"MsoNormal"><u></u>=C2=A0<u></u></=
p><div><p class=3D"MsoNormal">Blackboard Student Services is who we use.<u>=
</u><u></u></p></div><div><p class=3D"MsoNormal"><br clear=3D"all"><u></u><=
u></u></p><div><div><div><div><div><p class=3D"MsoNormal"><br>Wendy Worlund=
<br>Manager of Client Services<br>UAH - Office of Information Technology<br=
>VBH C14<br><a href=3D"tel:%28256%29%20824-2616" value=3D"+12568242616" tar=
get=3D"_blank">(256) 824-2616</a><br><a href=3D"mailto:wendy.worlund@uah.ed=
u" target=3D"_blank">wendy.worlund@uah.edu</a><u></u><u></u></p></div></div=
></div></div></div><p class=3D"MsoNormal"><u></u>=C2=A0<u></u></p><div><p c=
lass=3D"MsoNormal">On Wed, Aug 10, 2016 at 8:35 AM, Duhaime, Lisa J. <<a=
href=3D"mailto:Lisa.Duhaime@tufts.edu" target=3D"_blank">Lisa.Duhaime@tuft=
s.edu</a>> wrote:<u></u><u></u></p><blockquote style=3D"border:none;bord=
er-left:solid #cccccc 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;mar=
gin-right:0in"><div><div><p class=3D"MsoNormal">Good Morning,<u></u><u></u>=
</p><p class=3D"MsoNormal">=C2=A0<u></u><u></u></p><p class=3D"MsoNormal">H=
ope everyone is doing really well and enjoying the Summer. I am writing to =
you today as we are wondering if any institutions are using a vendor, or pa=
rtnering with a vendor, for Service Desk/Help Desk services, or knows of an=
yone using a vendor for Service Desk/Help Desk services?<u></u><u></u></p><=
p class=3D"MsoNormal">=C2=A0<u></u><u></u></p><p class=3D"MsoNormal">We hav=
e been utilizing the company CDI for the past 2.5 years for our Service Des=
k/Help Desk needs 24/7 and have been very satisfied and our clients have be=
en quite happy. And with all contracts, as it is due for renewal within thi=
s upcoming year, we must consider all potential options upon renewal. <u></=
u><u></u></p><p class=3D"MsoNormal">=C2=A0<u></u><u></u></p><p class=3D"Mso=
Normal">All company references are appreciated. <u></u><u></u></p><p class=
=3D"MsoNormal">=C2=A0<u></u><u></u></p><p class=3D"MsoNormal">Thank you so =
much.<u></u><u></u></p><p class=3D"MsoNormal">=C2=A0<u></u><u></u></p><p cl=
ass=3D"MsoNormal">Lisa Duhaime<u></u><u></u></p><p class=3D"MsoNormal">Asso=
ciate Director for Client Support=C2=A0 Services <u></u><u></u></p><p class=
=3D"MsoNormal">Tufts Technology Services (TTS)- Tufts University<u></u><u><=
/u></p><p class=3D"MsoNormal">126 Curtis St. Somerville, MA 02145<u></u><u>=
</u></p><p class=3D"MsoNormal">Phone: <a href=3D"tel:617.627.3887" target=
=3D"_blank">617.627.3887</a>=C2=A0=C2=A0=C2=A0 Email: <a href=3D"mailto:Lis=
a.duhaime@tufts.edu" target=3D"_blank"><span style=3D"color:#0563c1">Lisa.d=
uhaime@tufts.edu</span></a><u></u><u></u></p><p class=3D"MsoNormal"><a href=
=3D"http://it.tufts.edu" target=3D"_blank"><span style=3D"color:#0563c1">ht=
tp://it.tufts.edu</span></a><i><span style=3D"color:gray"> </span></i><u></=
u><u></u></p></div></div><p class=3D"MsoNormal">___________________________=
___<wbr>_____________________ You are subscribed to the ResNet-L mailing li=
st. <u></u><u></u></p><p>To subscribe, unsubscribe or search the archives, =
go to <a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_=
blank">http://LISTSERV.ND.EDU/<wbr>archives/resnet-l.html</a> _____________=
_________________<wbr>_____________________ <u></u><u></u></p></blockquote>=
</div><p class=3D"MsoNormal"><u></u>=C2=A0<u></u></p></div><p class=3D"MsoN=
ormal">______________________________<wbr>_____________________ You are sub=
scribed to the ResNet-L mailing list. <u></u><u></u></p><p>To subscribe, un=
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es/resnet-l.html</a> ______________________________<wbr>___________________=
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ss=3D"h5">
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</p></div></div></blockquote></div><br></div>
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