Standard Service Accounts for departments with in-kind
contributions which requires the designation of a Help Desk
Administrator for the participating unit:
$300.00 per year for Full time staff.
$150.00 per year for coop/student users who work 12-20 per week.
$75.00 per year for work study students who work 8-12 hours per week.
Help Desk Administrator responsible:
Relay customization information to team
Test and sign off on the requested customization
Configure and support local Help Desk
Disseminate information to unit
Train local users
Plan roll out of the service
Full Service Accounts: Available at $600.00 per year.
A local lead must be identified to communicate with Member
Services.
Local lead responsible:
Work with local staff to define business process and
workflow
Work with MS rep to translate business process and workflow
into customization request
Test and sign off on requested customization
Disseminate information to local unit
Work with MS rep to plan roll out of the service
Work with LSP to prepare systems for roll out of service
Participate with MS rep in training of local staff
Member Services would take the lead on:
Give local lead an overview of Remedy and sample Penn
workflows
Work with local lead to translate workflow into customization
request
Customize Help Desk application and configure accounts
Assist local lead with communication and documentation
planning
Assist local lead in planning roll out of the service
Train local staff in conjunction with local lead
Ongoing support for customization, reports, and account admin
(up to 2 - 4 hours)
