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We've shared the various ticketing systems we use. But today I ask how many of your Facilities groups use or share the same systems. My suspicion is their needs are slightly different than ours in the IT world. I'm curious if there are systems that seem to work well for both groups.

Bill Betlej
Director IT Operations
Mary Baldwin College 
********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Comments

Our Facilities department uses a web hosted service called School Dude. So far they are very happy with it. It integrates into our portal and once individuals sign on for the first use, it is painless and effective to use.

 

Tom

 

Thomas H. Carnwath
Vice President
Technology and Information Services
Hamilton Hall
320 South Broad Street
Philadelphia, PA 19102

Tel: 215-717-6440

 

 

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We use Heat for the ITS help desk and School Dude for facilities work tickets.

 

   -Sam

 

 

Sam Scoma

Chief Information Officer

Information Technology Services

Black Hawk College

309.796.5650

scomas@bhc.edu

 

 

 

Message from mike.cunningham@pct.edu

We use an in-house application for facilities work orders

 

We use Spiceworks for the helpdesk and School Dude for facilities.

 

Anita L. Brown

ITS Operations Manager

St. John's College

P.O. Box 2800

Annapolis, MD 21404-2800

410-626-2508

Anita.Brown@sjca.edu

 

Annapolis Help Desk email:      helpdesk@sjca.edu

Annapolis Help Desk phone:   410-626-2892

 

Bill,
 
We don't have a shared system either.  As Blackhawk College, we use Heat for IT and School Dude for Facilities. 
 
Dave
 
 

 
 
David Hoyt
Chief Information Systems Officer
 
Collin College     
Collin Higher Education Center
3452 Spur 399
McKinney, TX  75069
P - 972.599.3133   F - 972.599.3131
>>> On 2/27/2012 at 7:55 AM, in message <CAGtUWXL5H5_m-sAO=jUxO1SpsveYaQ3nectPsSKoEshggHb70Q@mail.gmail.com>, Bill Betlej <bbetlej@MBC.EDU> wrote:
We've shared the various ticketing systems we use. But today I ask how many of your Facilities groups use or share the same systems. My suspicion is their needs are slightly different than ours in the IT world. I'm curious if there are systems that seem to work well for both groups.

Bill Betlej
Director IT Operations
Mary Baldwin College
********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Hi Bill:

We currently use School Dude for Facilities and Service Desk Express for IT.

Thank you.

Ty

 

Thomas (Ty) Brennan

AVP for Technology / CIO

Salve Regina University

Newport, RI 02840

 

401-341-3232

brennant@salve.edu

 

 

 

We use Helpstar for both IT and Facilities and it suits both areas fairly well.

 

Jim Mahlberg
Iowa Western Community College
Director of Information Technology
2700 College Road
Council Bluffs, IA 51503
712-325-3218 (Voice)  712-325-3718 (Fax)

 

We have just implemented School Dude for our maintenance folks. The main reason they have different requirements from our Help Desk is due to the need for preventative maintenance automation and a more complex asset management capacity.

 

Ian McLeod, CCP, I.S.P., ITCP

Director, IT Services

Camosun College

3100 Foul Bay Road

Victoria, BC   V8P 5J2

Tel: 250-370-3293

Fax: 250-370-3968

Email: mcleodi@camosun.bc.ca        

 

 

Message from dthibeau@post03.curry.edu

We also use SchoolDude for maintenance as well as Tech Center Help Desk.  Seems to work okay for Maintenance, but my staff tells me that the data entry is too complex for our need with respect to technology.  They still use it, but grudgingly.

 

Dennis Thibeault

CIO, Curry College

 

We've been on TMA http://www.tmasystems.com/ for a few years now. It does online requests and tracking.  I know facilities also uses it for building maintenance/management too -- work orders is only part of it.

-- Scott




Scott Krajewski             
Director, IT Services           
Augsburg College    
http://www.augsburg.edu/it/
The Link: IT Newsletter
http://augnet.augsburg.edu/thelink



>>> On 2/27/2012 at 07:55 AM, Bill Betlej <bbetlej@MBC.EDU> wrote:

We've shared the various ticketing systems we use. But today I ask how many of your Facilities groups use or share the same systems. My suspicion is their needs are slightly different than ours in the IT world. I'm curious if there are systems that seem to work well for both groups.


Bill Betlej

Director IT Operations

Mary Baldwin College

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

We use HEAT for our HelpDesk folks and TMA for facilities folks.
 
Rick DeVries
Calvin College

>>> Bill Betlej <bbetlej@MBC.EDU> 2/27/2012 8:55 AM >>>
We've shared the various ticketing systems we use. But today I ask how many of your Facilities groups use or share the same systems. My suspicion is their needs are slightly different than ours in the IT world. I'm curious if there are systems that seem to work well for both groups.

Bill Betlej
Director IT Operations
Mary Baldwin College
********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

We do use the same system for both IT and our Physical Plant.  IT had been using Scriptlogic's Help Desk Authority for a while but had a few extra Technician licenses available, so we offered to our Physical Plant department to set up a second instance with a separate web form.  So far, it seems to be working well, but has been in use for less than a year.
 
 
 
Barb Deschapelles
Executive Director Information Technology
Clark State Community College
570 East Leffel Lane
PO Box 570
Springfield, OH 45501-0570
Phone: 937 328-6144
 
********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

IT uses Kayako Support Suite for IT help-desk tickets and click-to-chat.  So does our Admissions department (for click-to-chat with prospective students) and marketing for content/project requests.

Because we share some duties (i.e. marketing and IT share web requests, Admissions occasionally fields support requests through their click-to-chat app, etc.) it has been very helpful to all be on the same system.

For a period of time, facilities used it as well but they weren't happy (or we didn't do a good enough job customizing the forms for them) and we switched to SchoolDude.  We are too early in the process to judge the benefits of switching off the centralized support system.  We never really had the same overlaps with facilities that we have with marketing and admissions, so IT was supportive of the switch.


Brian Miller
V.P. Information Technology Services & CIO
Davenport University
6191 Kraft Ave. SE / Broadmoor Suite 270
Grand Rapids, MI 49512
p. 616.732.1195 | c. 616-821-2618
brian.miller@davenport.edu






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