Identifying the problem
Interview with main stakeholder
What kinds of things use it for: 
Help desk: Inventory of computers (where, who, what), printers, and related hardware, supplies
Users, faculty and staff,
Open Tickets--Tickets--What computer, what the problem is, who is assigned (Techs) resolution, date
Process for assigning and solving problems
Interview other stakeholders: faculty and staff, techs, 
Job shadowing
Review Documents--forms, Reports, manuals and procedures
Pick out all the nouns
Computer, Printer, Inventory, Ticket, Software, Techs, Users(faculty, staff) 
Computer--make, manufacturer, model, CSC@,Location
Tech--name, specialty, phone, email, group
Ticket--Date, user, problem, status, solutionDate, computer, Tech Assigned