Information Services' Launch of Unified Service and Support Web Presence | Kent State University

Information Services' Launch of Unified Service and Support Web Presence

Making technology services and support more accessible to faculty, staff, and students is not an easy task, but it is one for which Information Services strives. This is why IS is pleased to announce the upcoming launch of a new service catalog, ticketing system, and updated website.

Over the past year, IS analyzed how services were requested and identified which services are most relevant. The result will be an improved web presence that merges elements of the IS website, support.kent.edu, and a newly reimagined service catalog. The main goal of the redesign is to put the most relevant information forward, such as how to’s, system health, and service requests.

Historically, the legacy service catalog contained a lot of useful information, but relied on directing users to a separate ticketing system to initiate service requests. At the same time, the support request ticketing system – while powerful – required numerous drop down menus and extraneous fields to get the information to the right support team. Merging the two systems together in a seamless integration will streamline the overall customer experience and improve the visibility of customer needs, ensuring that the services offered are both relevant and timely.

The new web presence, service catalog, and ticketing system are scheduled to launch at the end of October.

POSTED: Friday, November 3, 2017 - 2:36pm
UPDATED: Wednesday, May 16, 2018 - 1:51pm