KACE Online Help Desk Implementation Plan

Project Plan

Develop and enter knowledge base information

11/01/2012 - 05/31/2013

This process will continue with monthly updates - and the addition of any new processes prior to launch.

Develop Content and Instructions for Login Page

11/01/2012 - 01/18/2013

Develop workflow and ticket processing plan

11/01/2012 - 12/28/2012

Package approved applications for Help Desk download section

11/01/2012 - 05/31/2013

This process will continue with weekly updates being posted

Work with Systems Team to allow access to site from off campus

11/12/2012 - 01/18/2013

Beta test site, access, and viewables with CITS

01/14/2013 - 02/08/2013

Beta test site with faculty and staff test group

02/11/2013 - 03/01/2013

Make adjustments to system as necessary - ongoing

02/18/2013 - 04/26/2013

Develop announcement

03/04/2013 - 03/08/2013

Obtain pilot group feedback via assessment

03/04/2013 - 03/08/2013

Announce to Campus

03/12/2013 - 03/13/2013

Monitor process, gather assessments and expand features based on feedback

03/14/2013 - 05/31/2013