ln Spring 2019, the unITe working group was established as a collaborate effort comprised of a broad cross-section of senior academic and administrative IT Directors from across the institution. The purpose of unITe is to collectively define the desired future-state and prompt execution on a portfolio of projects designed to enhance the efficiency and effectiveness of the collective IT functions across the system. The first project the group chose to investigate was an integrated Service Desk for students, faculty, and staff.
UofSC IT Service Desk Partnership
In 2019, there were 10 IT Service Desks across the system. As a result, students and employees were unsure who they should contact to receive assistance with IT issues. Several IT units across the system began a partnership and introduced the UofSC IT Service Desk. The Division of Information Technology, the College of Social Work, the College of Pharmacy, Honors College, Moore School of Business, the School of Law, Athletics, the College of Engineering and Computing and the College of Arts and Sciences now use a single ticketing system and service desk to report IT issues and make IT requests.
The UofSC IT Service Desk allows for a single point of contact for all IT service requests and assists in improving the delivery of service and provides a unified experience for all students, faculty and staff. The transition has been positive.
“This was a very positive step towards improving IT customer service. The unified IT Service Desk provided a more efficient way of placing tickets for the Honors College staff members. Staff members do not have to determine if a resource is supported by Honors IT or DoIT. It's all in one location for them. They now have the ability to see the live status of their requests. In addition, I now have the ability to assign tickets to my student assistants and they will be able to work on tickets together.”
Thomas Holmes, Director of Information Technology, Honors College
UofSC IT Service Desk Partnership - Phase II
In November 2020, seven additional IT units began a partnership with the UofSC IT Service Desk. The School of Music, College of Education, College of Hospitality, Retail and Sports Managment, Institute for Families in Society, College of Information and Communication, University Libraries, and College of Nursing will all use a single ticketing system and service desk to report IT issues and make IT requests. Beginning March 1, 2021, the seven academic units will complete their transition into the DoIT Service Desk model.