The recent IT Rationalization at UCR presented an opportunity to completely revamp the central IT helpdesk to an effective and trusted campus partner. This transformation required us to focus on ourselves as people, our processes and the tools used in our daily service delivery. Following ITIL Service Framework, the transformation was highly data-driven, providing immediate feedback and exposing service pain-points, while fostering a culture of accountability and innovation. This presentation will run through the key elements in transforming core IT service delivery at a major university.
In this session we will examine how service providers can leverage data to review service levels on an immediate basis. Learn about our successes as well as lessons learned while revamping a core service in an effort to improve the campus IT experience. Benefit from peer insights and share your experiences.