/ Information Technology/Infrastructure and Operations/2022/23 ITSM Refresh

2022/23 ITSM Refresh

Lewis & Clark College’s Information Technology department is refreshing its support platform.

Current support platform, Track-It!, is outdated and no longer supported by the software vendor.
- Improve support functionality
- Improve support experience
The number one priority is to migrate the current support platform features to a new, modern, supported platform.
- A new support platform sounds fun and exciting but the initial goal will be to mirror current support functionality on the new platform.

Timeline

2021/22
- Research support platforms
- Select support platforms for comparison
  - Freshservice from Freshworks
  - TopDesk
- Create evaluation criteria
- Evaluate platforms
  - Information Technology support staff formed evaluation committees to evaluate platforms
- Select platform
  - Freshservice from Freshworks was selected and licenses were purchased August 2022
2022
- Implementation of Freshservice from Freshworks
  - August
    - Create platform instance
    - Configure SSO
  - September
    - Import student and employee names and email addresses
  - October
    - Configure Freshservice by Freshworks
    - Present progress to IT Council
  - November
    - Meet with representatives of IT departments
    - Test agent experience
  - December
    - Bark and Source about future ticket system changes
    - Soft launch of Freshservice by Freshworks for IT agents
- 2023
  - January
    - Bark and Source reminders about new ticket system going live in February
  - February
    - Communicate changes to LC community
    - Stop using Track-It! and https://ithelp.lclark.edu
    - Start using Freshservice by Freshworks
      - itservice@lclark.edu directs to Freshservice by Freshworks
  - Ongoing
    - Create client support portal
    - Migrate IT forms from www.lclark.edu to Freshservice by Freshworks
    - Create Knowledge Base articles accessible via Freshservice by Freshworks
    - Create ticket workflow automation
    - Integrate Bomgar (Beyond Trust) into Freshservice by Freshdesk
    - Add Service Catalog