At Douglas College, we have spent the past two years updating our issue-tracking system from Service Desk Express to Microsoft System Service Manager. In that time, we have implemented Incident Requests and are currently starting Inventory Management and Service Requests. The goal of this session is not to focus on the technology, but the utilization of such issue-tracking management tools. The discussion would focus on understanding how and to what extent institutions utilize ticket-tracking tools for: 

  • Incident Request 
  • Service Requests 
  • Problem Management 
  • Change Management 
  • Knowledge Base (department and client focused) 
  • Inventory Management 
  • Automation


Jason Boileau

Help Desk Technician, Douglas College


Mike Slett

Help Desk Technician, Douglas College