Using Service Desk for IT Incident Management

Wednesday, March 20 | 11:15AM–12:00PM ET | Room 554
Session Type: Breakout Session
Delivery Format: Interactive Presentation
The University of Maine System recently implemented Jira Service Desk as their IT Incident Management and Service Request platform. Join the key members of the project team as they share lessons learned from highs and lows of this initiative. This session will cover both the organizational hurdles that come with consolidating and moving to a new IT ticketing system, as well as the specific benefits and challenges to using Jira Service Desk as that tool.

Outcomes: Learn about the pros and cons of using Jira Service Desk as your IT ticketing system * Understand the challenges you might face in taking on a similar project * Identify the steps needed to deploy a new ticketing system in your organization

Presenters

  • Angel Allen

    IT Project Manager, University of Maine System
  • John Brown

    Director of Service Delivery and Support, University of Maine System
  • Eva McLaughlin

    ITSM Analyst & Service Desk Manager, University of Maine System

Resources & Downloads

  • Using Service Desk for IT Incident Management Slides

    Updated on 11/26/2019