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Mar 10th, 2010
8:30 AM - 9:20 AM
Room 550
Mountain Time
Session Type: IT Support Services
The SUNY Learning Network HelpDesk plays an important role in the service offerings of the SUNY Learning Network as it is evolving into a single point of contact for end users who request assistance with their LMS. This session will discuss our current migration from a help desk (providing one possible point of contact for technical or other online learning questions while logging details of the request) to a service desk based on the ITIL help desk framework (provide a single point of contact with a broader degree of business and technical knowledge with improved first contact resolution and better communication interface for other activities including escalation when required).