TechAtlas

Help-Desk Management Software

Communication between IT technicians and frontline staff breaks down occasionally, especially in mid-sized and large libraries. Frontline staff submit incomplete information about the problems they’re experiencing, and IT staff sometimes lose track of help requests. Help-desk management software offers several features to help improve communication. Most use a form of some kind to elicit detailed information from staff about where and when and how a problem started occurring. When someone submits a request, it goes into a queue so that no one gets preferential treatment.

Further Resources

The Technology Planning Process

Quick guides to technology planning

If you don’t have time to read a lot and you want to jump right into the process, look at these four documents:

Technology Assessments

A technology assessment provides you with a snapshot of the computing environment in your library. It also gives you a high-level perspective on your staff skills, budget, vendor relationships, procedures and policies. A technology inventory, on the other hand, is a more specific, low-level description of what you own and where it’s located. Your inventory might include details about when and where the technology was purchased, who provides tech support, warranty information and the number of licenses you own.

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