At an all staff brainstorming event, a wish-list item from the library staff that rose to the top was the desire for a simple and consistent help-desk process and system that would allow for "one-stop shopping" service requests for Technology and Facilities troubleshooting for the libraries. Libraries wanted a simple system. A uniform system that would work across service departments. A system that would help reliably track and communicate the status of service requests. A system that would provide the right amount of information to facilitate speedy and effective resolution to service requests.

We were able to develop good specifications and criteria by having productive staff input sessions. These helped us modify our human processes and find the right commercial application (Solar Winds Web Help Desk). The net effect was somewhat of an Amish barn-raising with all affected departments collaborating on the solution. KCLS provides service to 50 libraries, so we have high-volume requirements. We were able to customize the screens for the various types of service idioms like phone requests, material handling, or buildings and grounds — with fields for pertinent information along with Frequently Asked Questions, help videos, documentation, and so forth.

We are measuring success with follow up visits to the libraries, and response has been very positive. We are able to track ticket volume and time to resolution, and have seen a significant drop in reports of lost or stalled tickets (reports that help was requested but never received). The ability to require key information (like a specific computer number or library location) minimizes the need to call the requester back for important initial information. Instead, we can get right about the business of working on the problem. Good software design facilitates effective collaboration on problem solving.