Service Offering Description
The service offering implements, configures, and supports the Service Desk system. The system provides a cloud-based ticketing application to track issues and requests, change management, project tracking, and asset management.
Standard Features
- Ticketing management
- Knowledge management
- Service management
- Asset management
- Change management
- Project management
- Reporting
Roles and Responsibilities
Requester Responsibilities:
IT Responsibilities:
- Maintain Service Catalog
- Maintain Knowledge Base
- Maintain inventory
- Communicate ITS changes
- Publish reports
Service Audience
- All faculty, staff and students
Service Level Agreement
Response and resolution times are based on operational hours (Monday through Friday from 8:00 AM to 4:00 PM).
Response Time 1 business day
Resolution Time 4 business days
Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved.
Institutional Policies
Acceptable Use Policy