Service Delivery

Summary:Develop and improve our service delivery through the implementation of several additional organizational strategies, including service management, a service catalog, self-service options, and operational changes. The combination of the all these service delivery strategies will allow IT Services to continue to improve customer service, be more responsive to new initiatives, and be more efficient.

IT Services has implemented a new service management tool called Cherwell. The first phase has been implemented which replaces the HEAT work order system. The next phase will include a web site for faculty and staff to view the status of their tickets and input new ones, and an improved procurement process (to replace e-HSARF. We will also be setting up an improved change management workflow. This is planned to be launched in late summer/early fall of 2013.

Last updated: 03-25-2013