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Beverages and snacks are available from 8am-noon and 12:45pm-4pm in the vendor area Wednesday & 8am-noon and 12:45pm-3pm Thursday.
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Thursday, March 14 • 4:15pm - 5:15pm
Making Data-Driven Improvement to University Service Center's Operation and Training

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A large U.S. university provides its IT services and support through both a call center and service desks that are collectively known as 4Help to its customers. 4Help hires both full time agents who handle calls 24X7 and undergraduate student consultants who deal with incidents that are submitted through a cloud-based IT service management platform between 8 to 5 from Monday to Friday. 4Help faces challenges in both its operation and employee training. For example, how to optimize employee schedule based on the pattern of IT support requests and how to provide continuous and effective employee training when it becomes difficult to take several employees out at a time to a 30-minute to one-hour training without interrupting the service?

These challenges can be addressed more effectively with the help of data. In this session, the presenters will introduce the challenges that 4Help faces as well as the data sources, analysis process, and suggested actions to overcome both operation and training challenges. IT service managers, trainers, and administrators may benefit from what we have learned from this low-cost data-informed decision-making project.

avatar for Ian Heflin

Ian Heflin

Operations Analyst, Virginia Tech

Deyu Hu

Associate Director, Virginia Tech
Dr. Deyu Hu holds a Ph.D. in Instructional Design and Technology. She is now the Associate Director of Training and Research in IT Experience and Engagement at Virginia Tech.

Thursday March 14, 2019 4:15pm - 5:15pm EDT