UNC CAUSE 2016

In an effort to improve our Tier 1 support for our Learning Management System (LMS), we are now providing more responsive and caring support for our faculty, staff and students. This session will explore the path that we have taken to get to this point from analyzing the data, getting buy in from the stakeholders, creating and implementing a plan including training the help desk staff, providing internal and external knowledge base support and communication to all of our users, and finally putting all the pieces together. We will share our successes and challenges as well as the work breakdown plan that we used to help ensure a successful transition.