(Managing service requests panel, from University of Michigan Information Technology Symposium, 2015)

1. That’s J ust the Ticket:
Campus Perspectives on Managing Service Requests
Kate Weber | Information and Technology Services | kgweber@ umich.edu
Erik Zempel | Medical School Information Services | ezempel@ umich.edu
Lisa Campbell | University Library | lacamp@ umich.edu
Karen Reiman-Sendi | University Library | karsendi@ umich.edu
Michigan IT Symposium
November 24,2015

2. Introduction

3. Information and Technology Services
Foundation Technology: Service Now
Internal Use: ServiceLink Incident, Problem, Change, Configuration
Campus Offering: IT Service Provider Toolkit, tuned for Unit IT users
Challenges: Very diverse user communities, requests to extend beyond IT;
Tension between stock and customized platform

4. Medical School Information Services /
Medical Center IT
Foundation Technology: BMC Remedy and ZenDesk
Selected Uses: All support work, internal and external
Request Flows: Email, web form, and agent input
Challenges: Unifying information and request flow between the Hospitals and
the Medical School

5. University Library
Foundation Technologies: BMC FootPrints, ServiceLink, J IRA
Selected Uses: Managing reference questions, electronic access problem
reporting, collections ordering/acquisitions, project management, desktop
support
Request Flows: Online form, email address, agent manually generating ticket
Challenges: Information loss when referring to external service points, staff
training, privacy, system compatibility

6. Discussion

7. Questions?
Kate Weber | Information and Technology Services | kgweber@ umich.edu
Erik Zempel | Medical School Information Services | ezempel@ umich.edu
Lisa Campbell | University Library | lacamp@ umich.edu
Karen Reiman-Sendi | University Library | karsendi@ umich.edu
Michigan IT Symposium
November 24,2015