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That's Just the Ticket: Campus Perspectives on Managing Service Requests
The document discusses various campus perspectives on managing service requests within information technology services at the University of Michigan. It highlights challenges faced by different departments, such as the medical school and university library, regarding the unification of information and request flows and compatibility of systems. Different technologies and methods for handling support requests, such as ServiceNow and BMC Remedy, are also mentioned.
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That's Just the Ticket: Campus Perspectives on Managing Service Requests
- 1. That’s J ustthe 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
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- 3. Information and TechnologyServices 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 InformationServices / 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
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- 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