Ryan Gay, manager of service management/project lead, spoke about Elon’s implementation of new technology ticketing system.
Technology Service Desk staff member Ryan Gay presented at the inaugural meeting of the Cherwell Carolinas Region User Support Group on Nov. 2. The Carolinas Region User Support Group is made up of Cherwell customers throughout North Carolina and South Carolina from a variety of organizations in education and the private sector.
In August, Instructional & Campus Technologies (ICT) launched Cherwell as the new IT Service Management (ITSM) tool to track technology service requests and incidents. Cherwell has allowed ICT to continually improve and reshape division processes to offer higher levels of support to the university community.
As the project’s manager, Gay spoke to approximately 40 users at event, hosted by UNC-Charlotte, about Elon’s implementation process. The project implementation began on July 11 and launched on August 12. During this short time, members throughout ICT participated in process revisions and assisted in the launch of the Cherwell system.
Assistant Vice President for Technology and Chief Information Officer Christopher Waters said, “Each time Ryan shares our implementation story with others in technology outside Elon, they are consistently shocked with the speed and agility in which we launched a new ITSM system.”
For his presentation, Gay focused on how he worked with staff throughout ICT to find a blend of best practices and standards that aligned the division more closely with the Information Technology Infrastructure Library (ITIL) and best addressed the technology support needs of Elon University.
Of particularly interest to the group was Elon’s innovation of a process that allows ICT to confidentially handle IT security-related incidents. Additionally, Gay addressed how the division linked the Technology Wiki into the ticketing system for increased troubleshooting capabilities, revised the entire Service Catalog of supported technology services, and the importance of achieving stakeholder buy-in as a way to make such a massive project a success in a short period of time.
“The successful design and implementation of Cherwell speaks to our commitment to the innovation of technology support at Elon,” Waters said. “The staff did an excellent job.”