Databases

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Databases are basically collections of data that are encompassed together by a certain information type, some call databases electronic filing systems. Within organizations today they have multiple purposes and can be used a multitude of ways to collect and maintain information. Within my organization we use databases for almost anything to include collecting server information to maintaining accurate ticket statistics. Databases have become an integral part of my company and we use them daily to do our work effectively and accurately. With such databases as the Action Request System (Remedy), Dash Board, and simple Access databases we always have access to updated and accurate information.

Currently I work as a Systems Administrator for a Consolidated Help Desk in United States Air Forces Europe. We currently support close to 4,000 personnel and in order to track these users and their computer related issues we use a database called Action Request System or as we know it, Remedy. We use Remedy every single time a user calls to make sure that we have an accurate record of who they are and what is going on with their system. Having an accurate database of past tickets allows us to not only document all of our work for auditing purposes but gives us an accurate history that we can refer back to at anytime if we encounter similar problems that have already been documented. Within our contract we also have to meet certain statistics and Remedy, with the help of a web based database that we call our Dash Board, we can see exactly where we are at all times. Once a ticket is opened within Remedy it is automatically sent

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to the Dash Board. Within the Dash Board we can see how long tickets have been open, we can see what issues are reoccurring, where issues are taking place, etc. Remedy and the Dash Board, although entirely different databases, work hand in hand and are the life lines of my organization.

Without systems like these, documentation would be extremely hard especially in the ever changing world of IT. These types of databases make it easier for us to document all of our information and allow us to meet all of our goals. Our entire contract is based on Service License Agreements and with the use of these two databases our military counterparts make sure that we are living up to our end of the bargain. Updates are made to our spreadsheets using this information and it is up channeled to our military liaison and he makes sure that his superiors receive it. These types of databases also allow us to see exactly where we stand with our customers. Within Remedy we have incorporated a survey that is sent via Exchange to every customer after the work order is complete. The survey asks for opinions of the service and then this information is submitted to the Dash Board. Customer service is our number one priority and this ensures that every angle is met and that every customer is satisfied with his or her service.

Remedy and Dashboard do make our lives easier but so do the simpler access databases that we use daily. We have Access databases that we use to update server information or to keep an accurate log of what applications are out there. Each one of our site leads is in charge of maintaining an accurate database of his servers to include both issues and updated software. With the use of Access database our manager then reflects

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back upon them to see if everything is up to date on every site's servers. This makes our jobs at the Consolidated Help Desk easier because it forces our local technicians to make sure that everything is up to