SUNY Learning Network: Evolving from HelpDesk

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).