Enhancing IT Experience & Engagement at Virginia Tech
Explore the evolution and goals of Virginia Tech's IT Service Catalog, focusing on providing innovative self-service empowerment, eliminating duplication, and continuous improvement through feedback and usability testing.
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Growing ITs Service Catalog & 4Help Knowledge Base IT Experience & Engagement DCSS FALL 2017 - Anne Sheppard, ashepard@vt.edu IT Experience and Engagement
IT Experience & Engagement Goals for the IT Service Catalog Project Provide a single, easy-to-use, well-organized online service catalog for all public- facing, university level IT services at a central location. Remove individual IT service pages and other replicated IT documentation to avoid duplication and confusion to our customers. Provide broad, strategic customer innovative, self-service empowerment to give our customers the power to address their problems and needs.
IT Experience & Engagement Service Catalog Evolution To Date Oct 2016 13 40 Oct 2017 13 110 Categories Requestable Service Entries Directly Requestable Entries Auto-Provisioned Services Self-Service Entries TOTAL service requests to-date 1395 9025
IT Experience & Engagement Evolving Features of our Service Catalog Continuous Improvement Technical QA and Usability Testing Improve automation and workflow Your Feedback Benchmarking Service Categories Individual Services Visualization and Design
IT Experience & Engagement Evolving Features of our Knowledge Base Continuous Improvement Usability Testing Retirement/Redirect of Computing.vt.edu to 4Help.vt.edu Your Feedback Please help us to continue improving the IT service catalog and knowledge base - email us at sc-feedback-g@vt.edu whenever you encounter: Difficulties locating needed information in our documentation, Any Virginia Tech website that still links to computing.vt.edu, Entries that need improvement, additional keywords, etc. Entries that contain incorrect information.
IT Experience & Engagement Thanks! Thank you for continuing to work with us to improve the customer experience for those seeking IT services and support at Virginia Tech! With your help, we can better understand and meet the needs of our customers across the university community. If you have questions or are interested in learning more about our IT Service Management tool for creating Service Catalog items and Knowledge Management, please contact me: Anne Sheppard (ashepard@vt.edu) or any of us at: sc-feedback-g@vt.edu!
IT Experience & Engagement Antivirus: The Changing Landscape at VT A Quick Update Joyce Landreth, jlandret@vt.edu Ryan Gorkhalee, gryan4@vt.edu IT Experience and Engagement: User Engagement
IT Experience & Engagement Symantec Contract Symantec made changes to contract in May 2017 Previously available to F/S, Students & Retirees Distributed & managed through ITEE & ITPALS Symantec Downloads/Usage Faculty/Staff Students Retirees Total 5101 1516 99 6716 Windows 1229 536 34 1799 Mac 6330 2052 133 8515 TOTAL
IT Experience & Engagement Future Strategy Working group formed that includes stakeholders across campus Tasked with establishing requirements for new endpoint protection solution Working with Pamplin College of Business (Project Management course) students Surveying stakeholders on campus to determine their needs: o Central Management o Effectiveness without bloat o Deployment o Mobile Support o Notifications of threats/compliance Working group will meet with vendors for demonstration of current offerings Products will be ranked; final product will be a recommendation to VP of IT 9
