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.
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.
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.
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.
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
