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Looking Forward to An Improved Service Desk Experience

Published: 20 March 2023 Publication History

Abstract

At Lewis & Clark, we had an old and outdated ticketing system which no longer met our operational needs and prevented progress on strategic goals, such as improving student engagement. In 2022, we decided to select and implement a modern ITSM tool to retool our service operation to better meet the needs of our community, which is increasingly shifting away from a preference for face-to-face support. Additional goals include increasing engagement with IT Services, improving student awareness of services we offer, and finally, enabling a shift towards self-service problem resolution that we could capture and document. This presentation will discuss our steps to success and lessons learned along the way as we transition to a modern ITSM tool.

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cover image ACM Conferences
SIGUCCS '23: Proceedings of the 2023 ACM SIGUCCS Annual Conference
March 2023
97 pages
ISBN:9781450394116
DOI:10.1145/3539811
Permission to make digital or hard copies of part or all of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for third-party components of this work must be honored. For all other uses, contact the Owner/Author.

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 20 March 2023

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Author Tags

  1. ITSM
  2. help desk
  3. self-service
  4. service desk
  5. ticketing
  6. user engagement

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SIGUCCS '23
Sponsor:
SIGUCCS '23: ACM SIGUCCS Annual Conference
March 26 - 29, 2023
IL, Chicago, USA

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Overall Acceptance Rate 123 of 170 submissions, 72%

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