Just before I left Nation Library for Health we were well on the way to
producing a fully operational Service Desk using Touchpaper as our
electronic service desk option. Both Service Management and Development
staff had done the basic ITIL training course and we were looking at
processes that would feed into Service Level Agreements with suppliers
and Change Management for the whole of the service. Sadly with the move
to NHS Evidence a lot of this work was shelved.
I'm looking at doing something a lot less grander scale within my Trust
and have done a bit of research on online Service Desk systems such as
TopDesk and other suppliers. I'm just wondering if anyone in this group
has had experience with creating a proper service management service
desk system with a library in a small institution. Systems tend to be
biased toward IT departments, and I am looking at riding on the back of
that - but I'm not that interested in recording outstanding broken
machines and printers which is what they tend to concentrate on. I want
to record failures of access for my staff so I can sort out FAQ's on how
to deal with a particular resource - keep outstanding issues with
bibliographic database suppliers, e-journal publishers, national
interface suppliers and e-learning packages and suppliers.
Any suggestions would be greatly appreciated.
Regards
Andy
Andy Richardson MCLIP
Health Specialist Librarian
Multi Professional Resource Centre
Colchester Hospital University NHS Foundation Trust
tel: 01206745982
email: [log in to unmask]
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