Reaching Others University at Buffalo - The State University of New York
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Archives: IT Transformation Completed Projects

IT Shared Service Desk

The IT Shared Service Desk (SSD) will seamlessly integrate IT resources from across the campus to provide unified service delivery – so regardless of the number of IT professionals required to resolve a customer issue, the location of those resources, or the organizational management of those involved, the Shared Service Desk will serve as a single point of initial contact for the campus community.

Introducing IT Shared Service Desk

The IT Shared Service Desk has been charged with developing a service desk and customer support model that seamlessly integrates IT resources from across the campus. The associated services create the perception of a unified service delivery – so regardless of the number of IT professionals required to resolve a customer issue, the location of those resources, or the organizational management of those involved, the Shared IT Service Desk will serve as a single point of initial contact for customers of all types.

Why an IT Shared Service Desk?

A Shared IT Service Desk provides centralized and computing services.  It bridges collaborations between service providers and service points across campus, utilizing a common set of tools with the improvement of customer support.   A Shared IT Service Desk provides consistent interface to Support and Services, monitoring of service levels and quality, and management support information to aid decision-making.  It also will reduce the cost of running multiple systems.

IT Shared Service Desk Benefits You

A Shared IT Service Desk will empower University students, faculty and staff to accomplish goals through improved and consistent services.  The project aims to guarantee a better customer experience by improving communication between IT units across campus, providing better self-service tools and helping the customer manage interactions. The Shared IT Service Desk informs customers of the service events, actions and opportunities that are likely to affect them. Ideally, it will improve the quality of education.  

As always, we appreciate your continued support of our operation. Thank you.

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

Updates

February 1, 2010

Since the last major update, the SSD pilot project has made significant progress toward implementing the vision articulated by the ITST SSD committee. Project team members have been sent to training on the CA Service Desk product, allowing them to guide the rest of the project team in the configuration. Two on site consultant visits took place in July and November, and were used to validate and checkpoint the project team's work. The software has been installed, and the project team is currently applying the necessary configuration changes, with a goal of presenting the proposed system configuration to the campus