Service Management, Operations, and Documentation
Service Management Overview
Information Systems & Services manages technology through a service management approach. ISS use...
Customer Service and the Help Desk
Customer service is a responsibility of every ISS employee. Technology problems can prevent stud...
Service Requests, Incidents, and Work Intake
ITIL provides useful terminology for understanding why work enters ISS. Not every ticket represe...
Work Classification and Priority
SS uses several concepts to understand and organize work. Three different questions should not b...
Service Ownership and Responsibilities
Effective service management requires clear ownership. ISS assigns responsibility for both servi...