ITSM Process Improvements – Contacts Management

Project Description: ITSM Process Improvement effort to improve the way Service Desk handle Contacts

Project Purpose/Business Need:Contacts is a triage area, which is used to capture the user contact before it is assessed to be Service Request or an Incident request. In the University context, Contacts is populated with contacts by users via email, phone and Web. Contacts via email sometimes do not get the same priority as phone and web requests. Improving the Contacts process will help better serve our customers and address their needs in a timelier and customer-centric fashion.

Project Scope: Making Service Desk changes; Improving the response time for emails sent to Support Desk (contacts); creating metrics and associated reports; associated technical changes

IT Partners Impacted by Project: N/A

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Posted on

June 12, 2020

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