As technology becomes more ubiquitous, interconnected, and integral to our lives, the number of problems, issues, and questions people have about it also increases. It has become clear to us over the last several years that our current tools for tracking problems, like our ticketing system Web Help Desk, don’t do enough to help us provide the level of service Carleton needs. The Broadening the Bridge grant gave us the opportunity to explore other tools in collaboration with St. Olaf. After an extensive evaluation process, we’ve found an IT Service Management tool called TeamDynamix which we will be able to use to meet the individual needs of each of our campuses, but share expertise and support of systems and personnel that span the river.
Not only are we excited because the tool gives us an opportunity to review and revitalize our processes, but we are also already working with various groups on campus to get input about what matters to you in improving your IT service experience. We are doing a card-sort activity to get feedback about how you search for and categorize the issues you have, and will form focus groups to learn more about what successful interactions feel like when you reach out to us.
Look for more information in upcoming months.