The IS&T Service Desk team has observed a significant increase in the number of tickets being submitted through email. This method, while convenient for submitting requests, does not support efficient sorting of tickets. As a result, this can lead to prolonged resolution times as prioritizing and addressing issues effectively becomes more challenging. To enhance the
Providing support to a growing campus can be complex and challenging to meet the needs of a thriving university. Last year, Information Systems and Technology (IS&T) launched a new Service Desk ticketing system called Jira Service Management from Atlassian to expand our support model and provide enhanced services for the Chapman community. Jira Service Management
Due to increasing demand, Information Systems and Technology (IS&T) has been making changes to increase efficiency, expedite our processes, and decrease service turnaround time. To continue these efforts, we will pilot a program in partnership with BlackBeltHelp to reduce the wait times for some of our Service Desk services. BlackBeltHelp provides customer service support to
Hello Fellow Panthers! You may have already noticed that there have been quite a few changes on campus that have happened over the summer months. There have been some major building refurbishments to Demille Hall, Wilkinson Hall, both to the interior and exterior. One of the smaller changes is that the Card Services team is
The Chapman Service Desk is pleased to announce the recent completion of an upgrade to their phone system. As of December 21, 2015, callers to the Service Desk have been using the new system and the early results are positive. The system includes powerful analytical tools that will also allow Service Desk managers to further