Case Study of Implementing an IT Service Desk Ticketing System at Small Computer Center

Abstract

The Center for Information Science [3](CIS) is a section of IT that manages the operation of core systems and core information networks, and 10 members (3 faculty, 7 IT staff) support them. Our work covers many fields, including system and network operation management, technical consultation, security management, education, and security incident response. In Kyoto Institute of Technology, there are about 4000 students and 450 faculty, and user support is a large percentage of our work. Until now, support work had mainly been received and managed using email, but had various problems. By documenting each task with Jira Service Desk [2], we can decide the priority, share information, manage progress, and assign the person in charge depending on the situation. It also reduces the time and effort required to communicate with users. As a result, the work efficiency of the IT staff has been improved. Additionally by the centralization of tracking tickets users can expect better convenience.