Loading…
ACCS2018 has ended

Sign up or log in to bookmark your favorites and sync them to your phone or calendar.

Service Desk/Client Services [clear filter]
Thursday, March 15
 

9:00am EDT

Knowledge Management SIG
Discussions relating to the implementation, management and upkeep of current knowledgebase information for the institution.

Speakers
JB

Jimmy Buckingham

IT Helpdesk Technician, Christopher Newport University
I am the lead Customer Service Desk technician and Customer Service Coordinator at Christopher University. Additionally, I am the Knowledgebase Manager for CNU.


Thursday March 15, 2018 9:00am - 10:00am EDT
Madison

11:30am EDT

3D Printing SIG
Discussion relating to 3D printing technologies and best utilization

Speakers

Thursday March 15, 2018 11:30am - 12:30pm EDT
Monroe

1:30pm EDT

What Support Scenario Keeps You Up At Night?
It's 3 a.m. and your heart is racing! What support issue is keeping you up? Rolling out a new product or service to the whole campus? A new customer? The network going down? Access to your support toolset is not available? Unreal expectations? The expected and unexpected can be equally daunting. Let's talk about our common challenges and share solutions so we can all get a good night's sleep.

Speakers
avatar for Sam Kennedy

Sam Kennedy

Dir., Technology Support Services, Virginia Commonwealth University
Areas of responsibility:Campus Card Services (ID/POS/Door Access)Desktop ServicesEndpoint Computing (Endpoint Support/Emergency Notification Services)IT Support CenterStrategic Communications


Thursday March 15, 2018 1:30pm - 2:30pm EDT
Monroe
 
Friday, March 16
 

9:00am EDT

Desktop Support SIG
Discussions relating to Desktop support and management

Speakers
avatar for Ryan Davis

Ryan Davis

Ryan Davis and Brian Klotz, Virginia Commonwealth University
avatar for Sam Kennedy

Sam Kennedy

Dir., Technology Support Services, Virginia Commonwealth University
Areas of responsibility:Campus Card Services (ID/POS/Door Access)Desktop ServicesEndpoint Computing (Endpoint Support/Emergency Notification Services)IT Support CenterStrategic Communications


Friday March 16, 2018 9:00am - 10:00am EDT
Ampitheater

9:00am EDT

One Step Forward, Two Steps Back: Developing a Service Catalog
The process of developing a good service catalog has its challenges. What is a service? How do you communicate these services to the customer? How do you build a collaborative environment to engage service owners in the catalog development process? We hope to answer these and many more questions during the session. Please come with your successes and challenges as we explore the service catalog development process. The goal is to help identify a successful approach to building a good service catalog.

Speakers
avatar for Hope Adams

Hope Adams

ITSMO Program Coordinator, Virginia Commonwealth University
...
avatar for Thom Mattauch

Thom Mattauch

ITSM Program Manager, Virginia Commonwealth University
I work as the ITSM Program Manager at VCU and have a passion for IT Service Management. I am an ITIL Expert as well as having certification in LeanIT, ISM, and BRM. Outside of being an ITSM geek, I love to travel, am an avid fisherman, and love to spend time on either my boat or... Read More →


Friday March 16, 2018 9:00am - 10:00am EDT
Jefferson

11:30am EDT

Help Desk SIG
Discuss Help Desk and Client Services Issues

Speakers
CG

Candice Goodin

Asst. Dir. Client Services, Old Dominion University
Manages IT Help Desk, Marketing & Communication and Student Support (ResNet)


Friday March 16, 2018 11:30am - 12:30pm EDT
Madison