SIGUCCS 2018

Rhodes college is all about its students and their user experience.  In January 2016 with 2,800 users and 150 technicians, Rhodes College wanted to move to a better, hosted self-service portal and service catalog. But where to start? What needed to be changed? What were the advantages and the challenges? And in the end what system proved to be the best? Currently, multiple departments within the school are using the system, with even more departments expected to join in the near future as the college continues to realize and experience the benefits of the integrated service management technology.
 
This captivating and honest story will be told by Tierney Jackson, apart of the implementation team for Rhodes College and Jennifer Ott, a direct support specialist utilizing the new system. In this presentation they want to share their experience and will go through their whole process they undertook of finding a new help desk and implementing it.