Enterprise Technology Service Center Goes Live

Printer-friendly version

By Ann Dundon, ServiceNow Developer/Administrator

Service Desk

On September 1, ETS launched its new support model for the Library. Called the Enterprise Technology Service Center (ETSC), this enterprise-level service desk provides Library employees a single point of contact for all technical support services. Users can engage with the service desk via phone, web chat, or an online self-service portal to report issues or submit service requests.

In preparation for the September 1 launch, ETSC worked with Library staff to offer training sessions to employees on how to use the new support system. They also conducted a six-week pilot program with the Library Cataloging and Metadata Services (CMS) department. Under the leadership of department head Michael Kim, CMS personnel put the new system through its paces and provided valuable feedback.

In mid-October, ETSC extended the new support model to customers of Connect, the campus's new communication and collaboration service. Administrators in departments using Connect email and calendaring services may now use the ETSC to submit their support requests.

As of November 5, Library personnel had created 108 incident tickets and 202 service request tickets using the new system. The ETSC team is currently in the process of collecting and analyzing data on the amount of time it takes to fulfill or resolve tickets, and compliance with Service Level Agreements (SLAs). Over the next few months they will also be correlating this data with the results of customer satisfaction surveys.

Plans to begin transitioning other customers to the ETSC are already underway. "The change to the new support model has been positive, and our partnership with the Library was extremely valuable," commented ETS End User Computing Director Manny Cintron, who is leading the ETSC implementation. "We appreciate the support and patience of everyone involved, and we're looking forward to working with other departments and divisions on campus."