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3000 Landerholm Circle SE Bellevue, WA 98007 Memo Date: To: From: Subject: Purpose

(425) 564-4357 helpdesk@bellevuecollege.edu

November 2, 2012 XYZ, Computing Services Director Student, Help Desk Agent Progress Report for a feasibility study on different help desk software

This is a progress report for my feasibility study on different help desk software. Summary I have been researching different help desk softwares. Furthermore, I have explored our current help desk software, established evaluation criteria for evaluating different help desk softwares and determined that our current helpdesk software can be configured to compete with the other help desk softwares that I am evaluating. In addition, I have a list of different help desk softwares that I am in the process of researching. My study is on time and on budget. I will submit my recommendation report by December 14,2012, Introduction On October 17, 2012, I received permission for my proposed feasibility study to research, study and evaluate different help desk softwares for the Information Resources Department at Bellevue College. The proposal was based on the increasing number of complaints about our current help desk software. On December 14, 2012, I will present to you my results of my research, study and evaluation in my recommendation report As you are aware, Bellevue College has been using the same help desk software for 10 years. The major problems with the help desk software is that faculty, staff and students with computing problems are unable to receive help in a timely fashion and the software interface is confusing to members of the college. These two main issues are hindering productivity. Results of Research I will first discuss my completed work: Duties 1-2. Then, I will discuss my impending work: Duties 3-5.

I am in the process of researching these help desk softwares using the evaluation criteria from duty 2.Completed Work 1. After the interview and exploring our current helpdesk software again. my director determined the majority of the evaluation criteria that I will be using. 3. During my first interview with Information Resources employees. I combined my co-workers criteria with my director’s criteria. Determine criteria for evaluating different help desk softwares. Explore our current help desk software to determine if we can or cannot configure it to make the software more efficient. After interviewing employees from the Information Resources Department. The help desk . I have determined that our current help desk software can be configured to contend with the other helpdesk softwares that I am researching. Research different help desk softwares. I had my second interview. we explored our current help desk software and I decided that I will need my evaluation criteria to determine if we can configure the current help desk software. After establishing my evaluation criteria. this time with the developers of our current help desk software. The evaluation criterion is as follows. staff and students to use.              Reporting options Online Self Service Portal Ease of use Mobile ready Integrate with Bomgar Email integration Ability for Customers to update requests Manger Dashboard views Integrate with KACE Inventory Customer Survey options Customized views/ permissions Cost in dollars for 1700 users and 20 agents ADA & Section 508 compliant Future Work I am in the process of completing duty 3: Researching different help desk softwares. easier to use so it increases productivity and to make it easier for faculty. 2. I have created a list of help desk softwares that I am evaluating.

the comparison of the different help desk softwares and my recommendation based off my findings. I will compare the help desk softwares and create a table listing the pro’s and con’s of the different aspects of each software based off my evaluation criteria to help me with my deliberation. Duties Duty 1: Explore current HDS Duty 2: Determine Criteria Duty 3: Research software Duty 4: Compare Software Duty 5: Prepare report 2 9 16 November Dates 23 30 7 14 December Conclusion . staff and students.softwares I have chosen are as follows. I will include the processes of and what I attained in my research. Then. my list of the different help desk softwares. 5. I will include how we can configure our current help desk software to be more efficient and easier to use. Moreover. how I decided my criteria for evaluating. I will submit my recommendation report by December 14. I will prepare a recommendation report that describes the problems with our current help desk software. Additionally. Compare the different help desk softwares based on criteria that was evaluated. I will present my findings to the employees of the Information Resources department to get their opinion and to selected faculty.         BMC Remedyforce Service Desk BMC Footprints Dell KACE Frontrange HEAT HelpStar Service-Now Spiceworks Zendesk 4. Updated Schedule Dark blue are completed duties and the light blue are impending duties. Prepare recommendation report. 2012.

MA: Bedford/St. interviewed employees who developed the software and determined that our current help desk software can be configured to meet almost all of the requirements of the evaluation criteria. Technical Communication. Boston. compare the different help desk softwares based on criteria that was evaluated and prepare my recommendation report. 9th ed. Print. 2012. 2010. I am on schedule with my research.I have completed duties 1-2 and I am in the process of completing duty 3. My recommendation report will be completed on December 14. I will finish my complete research of help desk softwares using my evaluation criteria. Mike. . I have created a list of help desk softwares that I am in the process of evaluating. I have explored our current help desk software. References Markel.Martin’s. I have determined the evaluation criteria with the employees of the Information resources Department.

Kind of Reader: Primary __X__ Secondary _____ Education: Bachelors of Science in Information Technology Management. Open minded. Reader’s Physical Environment: Office. Mentoring. . Interested. XYZ Reader’s Job Title: Director of Computing Services. Service Support Supervisor and Computing Services Director. Attitude Toward the Writer: Allied. born and raised in Hawaii. Attitude Toward the Subject: Engaged. Reasons for Reading the Document: To analyze my evaluation/research of different help desk softwares for the employees in the Information Resources department at Bellevue College and based on my elvauation/research. Expectations About the Subject: Comprehensive research on help desk software because this is a real Bellevue College issue. Senior Manager. Way of Reading the Document: Skim it _____ Study it __ X__ Read a portion of it _____ Which Portion? Modify it and submit it to another reader __ X__ Attempt to implement recommendations __X__ Use it to perform a task or carry out a procedure __X__ Reading Skill: Excellent. Job Responsibilities: Manages the Computing Services Department. Professional Experience: Computer Systems/Network Technician. Personal Characteristics: N/A Personal Preferences: N/A Cultural Characteristics: Filipino. Client Services and Operations. No problems. Expectations About the Document: Clear defined evaluation of different help desk softwares. the Director will then decide on the helpdesk software that is most suitable for the Information Resources employees. professional report.AUDIENCE PROFILE SHEET Reader’s Name: Mr.