Automated Support System Background

Overall this new automated support system will result in our customers receiving improved, efficient and consistent customer service. One of the main components of support in the CCS integrated plan is to provide the customer with support when it is required. To achieve this we will need to provide tools to the user to access the information and answers they need through the web. This user self reliance should be available when it is appropriate and effective from the point of view of the user. In the future we hope to implement a knowledge base where customers can search for answers to questions, when they require. This will provide faster customer problem resolution and a more efficient and consistent support structure. All users will also be able to track their issues and receive faster communication on the status of any system outages. In addition, it is our expectation that communication within the University IT community will be improved through the use of this new system.

It is expected that this new automated support system, will be successfully implemented in the Help Centre, and will then be extended to the IT Help Desk in the Library. This service will also be offered to non CCS IT support service providers on campus, to provide the same look and feel to the user whether their IT problems are for a CCS or non CCS service.

The system will incorporate industry standard best practices for service management (ITIL) and will be able to integrate with our existing systems. The system will meet all the current favorable functionality of the existing solution in addition to new requirements deemed necessary to provide enhanced support in an expansive University environment. In addition, the system will have the capability to integrate or incorporate other information systems utilized by support staff to manage tickets or work orders over their life cycle. The systems will also be evaluated for a number of other service management offerings.

A Request for Proposal process is being followed with the assistance of the Purchasing Department.