Review aims to improve efficiency and customer service delivery

Margo Hellyer, Director , Client Services, reports...

An outside consultancy has been engaged to conduct a review of ITS Service Desk activities. Recommendations from the review are aimed to improve the provision of Service Desk services, focusing on improving efficiency and customer service delivery.

The review is being conducted with reference to the Information Technologies Infrastructure Library (ITIL) best practice principles and Competency Centre experience.

Customer facing services are currently provided by a number of organisational sections within ITS across a range of IT services and across a number of different locations and customer channels including web form, email, phone and at the desk.

The review was conducted during December and will continue in January 2006.

Specifically, the review will:

• Analyse current student and staff-facing activities related to enquiries and incident management across all services offered by the ITS Division. It will include the collection of statistics and summary of major workflow processes for incident logging and resolution across all IT services, noting any duplication or unnecessary complexity.
• Examine the integration of student and staff enquiries and incident management between ITS and other university groups, specifically the library, Student Services, CALT (for WebCT/MUSO) and the faculties.
• Examine incident workflow processes within current Service Desk systems (HEAT and ask.monash) and make recommendations for improvement.