Ills Cured with a Dose of Remedy

We presented a paper in Denver that addressed our Remedy design process. At that time we talked about our current development process, but we hadn't implemented the product at that point. We received a lot of wonderful feedback from the session, and we found that many people wanted to know how things turned out. We were intrigued by the amount of people that were considering Remedy as their helpdesk solution. Many of these people were hesitant to go with Remedy because of the cost issues, or were concerned about the impact it might have on their own help desks. Because we hadn't implemented Remedy at the time of our presentation, we couldn't answer many of their questions. Since the last SIGUCCS conference, we have not only fully developed the product, we have also had our project leaders attend multiple Remedy training sessions, and have had these staff members further develop the product that we currently use as our User Services workflow system. We will discuss every...

• Type: Conference
• Year: 2000
• Where: SIGUCCS
• Authors: Michael Critchfield, Michael Murray
• Keywords: Information Management, Remedy Design Process, Remedy Implementation, Remedy Training Sessions, SIGUCCS 2000