Capstone – Project

Analysis of IT Helpdesk Categories and Process

A Collaboration Between

Engagement Synopsis

School City of Mishawaka utilizes an electronic ticket system to facilitate technology support district wide. The goals of this collaboration are to evaluate the categories currently implemented and suggest changes to categories, process, and develop a feedback survey for the ticket submitter.

School City of Mishawaka utilizes an electronic ticket system to facilitate technology support district wide. In the past twelve months 3,147 tickets have been submitted with 2,854 resolutions.  Users select their device from a list of several hundred models with each model containing 30-40 issues to choose from. Of the submitted tickets, 700 have an issue selected as “issue not listed.”

The challenge for this project will be to categorize the tickets submitted without an issue identified and recommend the addition or removal of categories, issues, or models.

 

Students will:

  • Gain experience in a technology ticketing system.

  • Analyze submitted tickets and identify any new issues

  • Propose new categories and eliminate unnecessary or underutilized issues.

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