Library Systems

The University of Akron has implemented ServiceDesk Plus (SDP) Cloud ServiceDesk Plus Cloud (SDP) is a SaaS-based, ITIL-ready help desk solution. The UA implementation of SDP is referred to as IT Service Desk.  IT Service Desk allows UA students, faculty, and staff to open, update, track, and close requests submitted to UA IT or UL Systems.

*Screenshot coming soon*

The following issues should be assigned to the Library Tech Group:

Library Hardware and accessories

• Monitors, keyboards, mice, barcode readers, and webcams
• Public computers
• Departmental computers
• Staff and faculty computers
• Note: Include serial number/service tag and computer name when reporting computer issues

UA or Library related software applications

• Problems or issues
• General questions regarding availability,  use, or functionality

Sierra

• Add, update and delete Sierra accounts or permissions
• Sierra Desktop or Sierra Web Apps
• Problems or issues with Sierra access or functionality
• Questions about Sierra functionality

Library printing issues (not COMDOC service issues)

• Zebra Label Printers
• Quick Print Stations in Bierce Library
• Print queues and print drivers for staff, departmental, and public workstations in Bierce and Archival Services

CybraryN

Brightspace

1. Open a General Service Request
2. Complete the following fields
   • Select your Preferred Contact Menthod
   • Enter your UANet ID (not your employee or student ID #)
3. Select Category > Brightspace
4. Enter Subject
5. Enter Description 
6. Add attachments if applicable
7. Click on Add Request

IT Service Desk Help and Information

ServiceDesk Plus End User Guide 

IT Service Desk Glossary

Category 
The topmost level in grouping of requests. Each category has sub-categories and items.
Group
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Impact 
A measure of the business criticality of an incident based on the number of people or systems affected.
Impact Details 
A detailed explanation of the the positive and negative impact a problem/ change/release will have before and after implementation.
Incident (Issue)
An unplanned interruption to an IT service or reduction in the quality of an IT service that disrupts normal business activity and requires the attention of the help desk. 
Incident Request 
An unplanned interruption to an IT service or reduction in the quality of an IT service that affects normal business activity.
Problem
A problem is an unknown cause of one or more incidents.
Problem Request 
A problem request is raised to resolve an underlying cause of one or more recurring incidents.
Use/Example: Problem requests are submitted by help desk technicians.
Service Request 
A communication that is used to request a service from the help desk. Unlike incidents, service requests are not used for things that affect normal business activity.
Technician 
The help desk team member responsible for handling requests raised by the employees of the organization.