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IT Strategic Initiative: Unified Service Center

Overview

The purpose of this project is to improve business processes related to IT operations in a cost-effective manner by providing a flexible, robust service management platform for NUIT and its technology partners. This will streamline the user experience for issue resolution involving multiple IT organizations.

Background

The University has many different service desk/incident tracking systems across schools and departments. These various help desks result in inefficient cross-departmental communication and delayed service request resolutions. The Unified Service Desk initiative will improve inter-departmental help desk communication, which is currently conducted via email. This will make it easier for both end users and IT staff to get current status on outstanding service issues and expedite the resolution of those issues.

Goals and Objectives

Benefits

Modules and Implementation Phases

A phased implementation is planned over the span of 12–18 months.

Last Updated: 18 February 2013

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