tidBiTS
Informs and engages the UNB community on IT developments and news

ITS Management Briefing New for Fall IT Service Desk and Catalog

Author: ITS

Posted on Sep 8, 2017

Category: General Interest , News , Management Briefings

It’s been a very busy summer of planning and development at ITS, and I am very pleased to announce 2 new IT services coming to the UNB community this fall. First, the IT Service Desk--already in limited deployment--replaces the traditional IT help desks on both the Fredericton and Saint John campuses with faster, more efficient IT problem resolution through consolidation and coordination of issue response and escalation. With introduction of the Service Desk, we are now closely tracking issue resolution success rates to establish baselines for support and response time standards for continuous improvement. Second, the IT Service Catalog brings you up-to-date descriptions of all the IT services available to students, faculty and staff, along with associated costs, access information, and benefits. No more searching across scattered web pages piecing togehter clues to IT services! Both initiatives respond to feedback we received in recent service satisfaction surveys of students and faculty/staff.

The IT Service Desk—better IT service, faster

After nearly 18 months of re-imagining, planning, coordination, training, and implementation, the new IT Service Desk is finally in production. So what is it? An innovative approach to ensuring timely, consistent basic IT troubleshooting services for all, the Service Desk is the single point of access for all things IT—from hardware to software, wifi access to device setup and support—at UNB. The primary objective is to reduce wait times for resolution of issues by frontline staff equipped with advanced training, experience, and tools, instead of merely referring issues to others within IT for resolution. For example, one of the most common issues for the Service Desk at this time of year is new and returning students prevented from accessing the myUNB portal, email, course registration, or the learning management system (Brightspace), because they have either forgotten their login information (ID and/or password) or some other issue with their IT account is causing problems. In the old ‘help desk’ days, while some of these issues could be solved immediately, most had to be referred to other experts in IT to deal with. With the new Service Desk, the opposite is true—most issues are solved on first contact—reducing stress at an inherently stressful time—with only very complex problems referred to others within IT to pursue. Very soon, a client-view of the issue tracking system will allow individuals to track the progress of their own IT issues—a first for UNB.

The IT Service Catalog—spelling out exactly what IT does

Everybody knows what IT does, right? Wrong. Turns out lots of students, faculty and staff have very limited knowledge of what IT services exist, what support they can expect, and how to take advantage of a rather impressive array of IT tools and resources. The Service Catalog is designed to correct this by providing a reference tool which clearly, accurately, and concisely describes what IT services are available, what they do, how to access them, how much they will cost (if applicable), and who to contact for more information. The Service Catalog will be rolled out in phases, with the first, basic IT services everyone needs (e.g. network access, device support, computing labs, and so on), being introduced shortly. Later phases will incorporate other IT services, including enterprise IT (e.g. data center, data backup and storage, business continuity, etc.), professional IT services (e.g. project management, business analysis, research consulting, data analysis), ancillary services (UCard and Print Services), and external services (e.g. research and education data network support, IT infrastructure hosting).

September 8, 2017, Terry Nikkel, AVP, ITS