We are planning to switch our back-end to BOSSDesk on June 1. We are going to send out a mass email to alert everyone to the different appearance of their ticket emails so they won't think it is a phishing scam or something, just letting them know that there is a new look and they are from us. We are also going to post a similar statement with a hint of more to come on our intranet news page. I've removed all links to the Service Catalog from the emails so no one will know that it's there. We are going to inform our HR department to start using the catalog since they are a small department and we can more easily monitor their usage. During this time, we will bring in our Department IT liaisons who were super-users in support central, and get their opinions on the catalog entries and teach them how to properly use the interface. We will also be using our Client Relations and Training teams to get the word out to department heads that the portal is there and how to use it. The plan for using the portal is to start with smaller departments before hitting our big ones.
All of this is Phase 1. Getting the standard tickets flowing.
Phase 2 will be to begin utilizing the inventory management and purchasing module.
Phase 3 will be incorporating change and project management. Our DBA's may start the change management sooner but for now it is being held off.
We never used Support Central's user portal for our base users. The Dept. IT liaisons for our big departments used it to submit tickets for their departments but the general population knew nothing about the portal. Our DSS group have their own ticket system which we are phasing out but in general, our population hasn't been using a portal so we are going to use our training staff to get the word out and maybe put together training materials online before we let them know they can use the catalog. I've also turned off "New Ticket" for our end users so when they do see the portal, they will be forced to use the catalog.