IT Shared Service Desk
Charges
Develop a scaleable, service desk and customer support model that seamlessly integrates IT resources from across the campus. The associated services should create the perception of a unified service delivery - regardless of the quantity of IT professionals called upon to resolve the customer’s issue, the location of those resources (i.e. – north campus, south campus, hospital, etc) or the organizational management of those involved. The service desk should serve as a single point of initial contact for customers of all types, and be supported by appropriate knowledge management and customer relationship tools. The customer support model should be consistent with the ITSTC recommendations, guiding principles, and the outcomes specified by the IT Bill of Rights.
Updates
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March 20, 2009
The project team is currently developing the project plan and estimating the resource requirements. The new tools will not require IT units to provide additional modes of support directly.
Accomplishments
- Improve customer experience through better workflow and self–help/knowledgebase components
- Based on licensing costs, we recommended the selection of CA’s Unicenter Service Desk solution