Project Descriptions and Benefits:

San Antonio College staff will implement an integrated helpdesk incident management solution called “Track-It!”. The system will include a web based server to submit service requests. The system includes functions to track outstanding requests for services, asset management facilities, options to review history of work orders and a single database to document all IT service requests that occur at San Antonio College.

Project Deliverables:

• Implement a college-wide, incident management solution – “Track-It!”
• Design and develop a service knowledgebase.
• Train and support IT staff on use of “Track-It!”

Progress Update:

The project was kicked off April 2009. The team completed installation and preliminary configuration of the solution. Currently the team is working on defining incident categories and user level permissions. After system configurations, a training session will be provided to all IT employees. The system will also be interfaced with the OTS website. System is expected to go “live” January 2010.