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We are wrapping up a project to review IT services at Purdue and as a part of that develop a service catalog strategy that accommodates central IT as well as distributed IT. We have our strategy document ready for review by our senior leadership, but are curious as to how those of you with both central and distributed IT as well as an all encompassing service catalog has delivered such a model. Please share anything that you have in place today. Below are some of the items of interest:
· Service catalog
o Purchased product or home grown
o If purchased, product name
o Does it integrate with:
§ Service Request
· Is the service catalog actionable – for example can a user click on a “button” to request an Exchange quota increase.
· If actionable, can the requests be routed to the appropriate central or distributed area automatically?
· How is the catalog designed from a user perspective/how is the layout designed to represent central services and distributed presented?
o Does the system recognize them by role or some other identifier and present them with the services available to them?
o Do they self select what services they want?
o How do you address nuances like a common service like email/Exchange, but different ways of requesting that service in the distributed areas? For example, department X has the user contact them and they direct them to the Business Office who makes the request (submits a form today) vs department Y that has a Tech Coordinator request the increase on the users behalf. The service of Exchange is common with consistent service information and prices, but the differences are in how the distributed areas process requests before they get to central IT.
· Anything else you can share would be great.
Director, Customer Service, IT Service Management and Quality Assurance
ITaP Customer Relations
Stewart Center: Room B14E
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