This project started in November for an Indiana company as a solution for better customer and employee support as the company was, and still is, expanding rapidly. They needed a better and more efficient way to address and resolve issues, both internally and externally. Besides the creation of the Technology Service Desk team, they also deployed a completely new system for ticket handling and processing:
- BMC FootPrints Service Core
- BMC FootPrints Asset Core
4 important objectives of this system:
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To create an easier and more organized way for employees to ask for help
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To create a better, more sufficient way of addressing and resolving issues
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To improve the overall response and resolution time in addressing issues
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To document and create a centralized knowledge base within the company
This is still an on-going project. The Indiana company is looking to implement new features, as well as improving old ones, to provide a better overall method of handling and processing tickets.
Project Student: Anh Pham
