Service Desk
•Recommendation
- To implement a single helpdesk application with supporting common processes, policies and procedures
The Implementation will be approached through a 2 stage plan:
Stage 1:
To have representatives of ITS and Faculties to agree on:
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Common and consistent procedures for helpdesk.
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Detailed documentation of current process and redesign
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Common process with dealing level 1 and 2 helpdesk problems
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Common definition of service scope and service level measurements
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Consolidated helpdesk tool
Stage 2:
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