Carleton Service Manager (CSM) tracks incoming requests and problems. When customers contact the ITS Service Desk, a call is logged in CSM and the customer is informed via e-mail of the ticket number of their request. Once the request is complete or the problem resolved the customer is informed and the call is closed.
The deployment of the CSM last December enabled ITS to move to the next level in establishing a consistent experience for customers using ITS services by:
- implementing hard coded commitment times in CSM, and
- aligning CSM services with the ITS Service Catalog.
Communicating the targeted turnaround times to clients via e-mail when they request ITS services has fostered a team approach across ITS as we strive to complete the request within the stated time frame.
Since implementation we have been steadily improving and moving towards an 80% success rate, which is an excellent start as we continue to engrain the importance of this concept in ITS culture.
Now, the next phase in the journey to meeting100% commitments met begins.