ServiceCenter 3.1 - The Next Phase
By John T. Scott,
Project Manager, Peregrine Implementation
Well, it’s here. Six months of planning, discussion, disagreement and
frustration have resulted in the birth of a new era for BIS. It was a long and difficult
pregnancy. The labor was anything but uneventful, and the birth was not without
complications, but the child that was born has the potential to grow into an amazing tool
that will change the way BIS does almost everything. Sound a little too optimistic?
Skeptical that all of this will come to pass? Well then take a short walk with me into the
future…
Now that the first phase of the Peregrine Implementation is behind us, we are well into
the next phase of our project. This involves identifying and resolving any issues still
outstanding with functionality and configuration. For the most part, the major issues that
have arisen since we went to production have been resolved. There is still a lingering
issue for a couple of users regarding Report Center, and one or two people are still
having trouble accessing ServiceCenter with the Java client, but overall there is general
satisfaction with the way the new ServiceCenter is shaping up. Remember, if you have any
issues concerning the usability or functionality of the new ServiceCenter, contact Sandy
Swallow or myself.
The Peregrine Implementation Team can now turn its attention to the next phase of this
project: Inventory Management. Inventory Management represents yet another major
undertaking by the Implementation Team. It is at least as large and complex as the Problem
Management module we just put into place. Using an interface with SMS (Systems Management
Server), the new Inventory module will be able to tightly integrate our Asset Tracking and
Desktop Support concerns into one unified module.
Gone will be the stand-alone databases and spreadsheets that we currently use to track
the physical inventory of computers, printers and other devices on a daily basis. Instead
that information will be incorporated into the Inventory Management module. Help desk
staff will be able to instantly query a physical asset (such as a PC) and determine
it’s complete hardware configuration -- and it’s software load as well. When the
Shipping and Receiving staff get in a new shipment of machines, they will be able to enter
the information pertaining to that asset directly into the same system that everyone else
is using. That information will then be available to anybody with access to ServiceCenter.
We have accomplished a lot with our work on ServiceCenter so far, but there is still a
lot left to do. As we move forward with this next important phase of the overall project,
there will be a new face at the helm. Because of the degree of expertise he possesses in
inventory and asset tracking, it seems appropriate that Jeff Cotnoir take over the reins
as Project Manager. Jeff has the necessary background and experience to identify the
issues that may arise as we move forward, and also the general knowledge of ServiceCenter
he will need through his excellent work on the project so far.
I will continue to be very involved as a member of the Implementation Team and feel
that Jeff will strive to implement the Inventory Management phase as seamlessly and
painlessly as possible. As I pass over the reins, I would like to say that the Peregrine
Implementation Team has, without exception, put forth the extra effort, and worked
diligently, to bring the Problem Management module online. With the same team spirit and
"get it done" attitude, I am sure the Inventory Management module will be a
great success as well.
John Scott is an Information Systems Support Specialist in the Networking Services
section of the Bureau of Information Services. He may be reached by E-mailing
john.t.scott@state.me.us. |
