"C-DESK" is a customized system developed as a help-desk type /service-desk built on MS Sharepoint 2010 platform.
Description of the solution
Lundegaard has already participated in the phase of preparing the concept (gathering requirements) and then carried out a detailed technical analysis for the development. Technically, the system was built on SharePoint Foundation 2010, into which the user interface and large number of custom „webparts“ has been implemented.
The system deals with both the classic IT help desk workflow (which is generally known), but also the conceptually wider use for a „helpline“ which includes tasks:
- „personal tasks“ – long-term issues assigned by the manager or the employee
- automatic tasks generated by events – the system is connected to monitoring systems (e.g. Foglight) which reports system failures and then based on procedural and responsibility rules the tasks are assigned
- repeating and reoccurring tasks
- tasks that originate from the need of new development on projects (integrated into the IS CHMIT system for project management support)
Therefore, the IT staff have all work tasks in one system, based on their prioritization. Managers have a structured system for assigning tasks, comprehensive listings and reports about the „performance“ of problem-solving groups and tools for escalation and task prioritization.
Main technologies used: Microsoft Sharepoint foundation 2010, Miscrosoft SQL 2008, reporting services, Active Directory.
Within the IT governance processes and requirements, better measurability of functioning IT had been defined by the requirements for a new help desk system, which had replaced the existing, already a few years old proprietary technology.
The goal was to build a system that will primarily help the IT staff to maintain control not only over service tasks but also becomes the basis for a general service desk system for other departments, where it is important to monitor the status, workflow and have a guarantee of solving a large number of small requests.
The system has managed to be implemented with a relatively short adaptation period and was capable to fully replace the original IT help desk system.
Furthermore, the system is built from the beginning to be very open and configurable (in terms of workflow settings, setting up the status, rights and roles of users) and is expected to be extended into processes and teams outside the IT department, soon.