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Wednesday, March 11 • 9:00am - 10:00am
Back to Basics

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Mason recently changed ticketing systems from EasyVista to TeamDynamix for Incident and Service Request management. We'll discuss how we took went back to the basics using lessons learned, re-established what our base procedures should be, and how we changed our methods to allow us to continue move forward with a better buy-in from our internal customers, completing the rollout of the new ticketing system in less than 5 months.
Speakers
DR

David Robertson

Business Analyst, George Mason University
David, also known as DRob, started at George Mason in 2005 as Manager of Network Engineering. His career path moved him into a Service Delivery Manger role for Network Engineering & Technology, and has since become a Business Process Analyst for Information Technology Services as... Read More →
RA

Randy Anderson

Director IT Process & Planning, George Mason University
Randy Anderson is the Director of IT Process and Planning at George Mason University. He and his team are leading an IT Service Management program which focuses on service process analysis and improvement.
BN

Bates Nunamaker

Sr Application Analyst, George Mason University

ACCS 2020 Back to Basics pptx
Wednesday March 11, 2020 9:00am - 10:00am EDT
Holley V/VI
  IT Service Management   Client Services/Service Desk   IT Leadership

Attendees (21)