How did you introduce Spiceworks helpdesk to staff and SMT

[round2it]

I have just finished installing and getting spiceworks up and running but I am at the point of working out how to introduce this to SMT so that they buy into it.

 

I have looked at the spiceworks examples but was wondering if anyone has a powerpoint that they used to introduce it to staff and senior teams.

 

Can anyone outline the reasons they gave and and negative points that they might bring up in a meeting.

 

I would like to be fixing a few nagging jobs right now hence the lazy can anyone do the work for me and send a powerpoint i can alter post.

 

any pointers would be much appretiated.

[FN-GM]

What part of the product do you want to introduce?

[round2it]

just the helpdesk ticketing system for now

basic stuff

the helpdesk i have created only has 3 boxes to fill in

summary

location

and description

 

short but sweet but after a lot of trial and error with drop down boxes and tick boxes this way seemed to be the best way for our staff.

[Little-Miss]

If I'm completely honest, I sent an email to all staff saying 'you use this now' and stuck the icon on their desktop and gave them the email address.

 

Is this because you want SLT's backing to make the staff use it?

[FN-GM]

How do staff report problems at the moment?

[round2it]

yes i want the slt to buy into it so that it filters down

 

currently its the old have you got a second conversations on on the corridor. and sticky notes on pcs that i never get to see.

 

i want to streamline the process and have all support requests in one location.

[round2it]

I was just wanting some positive and negative points to take to SLT i wanted to be prepaired for the non believers.

 

actually got the ticket by email sorted too imap4 was disabled on the exchange server

[disco_samurai]

Afternoon

 

At our school we don't have a 'proper' intranet system so for us Spiceworks Helpdesk was a good starting point. With this in mind

 

I changed the users homepages to be the IT Helpdesk Portal and put aload of handy links in the right hand side component section. We also update it with a daily event sheet and we stuck a telephone number list on it.

I sold it to SLT with the following arguments

- Lets users report small problems that they wouldn't normal bother to come track you down to fix

- Gives you an idea of the workload in the IT department

- Gives the users a far better idea of what the situation is with their jobs (make sure they get an email when the job is closed so that they know what was done)

- No jobs are 'lost' as can happen with conversations or emails etc

- If one of the techs is off on holiday or off sick everyone still has visibility to all the job requests

- Its basic professionalism to my mind, takes the IT Department to the next level standards wise

- Gives you some auditing capability i.e. who requested what website be allowed on the filter? Who wanted access to xyz folder?

- Plus its FREE

 

There was a bit of resistance to it at first but we kept plugging away and I had my techs consistently ask the users (in as nice a manner as possible) to use the helpdesk rather than emails etc, after a month or two its become standard working practise now.

 

Hope that helps!

 

Neal

[round2it]

Our slt are testing the system now, its looking good so far