Earlier this year, Stevens Division of Information Technology (IT) released their new Service Catalog. In an interview with Michael Scalero, Senior Director of Client Support and Learning Technology Services, and Morgan Kellogg, Manager of IT Communications and Training, they discussed how this service will benefit the Stevens community. The new system features a front-facing area where everything can be accessed by the public, including descriptions of each service, who can access it, and how an individual can get more information on a service, such as through a knowledge base or ticket request. They are also aiming to more directly help incoming students with IT Ready, a quick checklist of the required software and services they need access to, so rising freshmen can know they are ready to start their first semester.
Both the Service Catalog and IT Ready work with Attila, the new 24/7 AI chatbot. Located at the bottom right corner of the screen, Attila allows users to easily ask questions about their password, Stevens Networks, support, security, and more, or users can type in their own questions.
One important aspect of a service catalog is to be flexible and constantly have new services. The Service Catalog was created as a foundation, where more features and assistance will be added to the platform as more resources become available. In the summer, the Service Catalog will be integrated with Freshworks, ideally evolving the system to one-click automation services. Freshworks, a unified service management service, is moving quickly as an upcoming technology in Information Technology Service Management, and it will introduce more automation, providing service management, knowledge management, change management, and problem management.
Scalero cited a recent humorous image published in The Stute that highlighted the struggles students were having with Wi-Fi. He stated that this would fall under the problem management category, as there was a pattern of many students having difficulty with the technology.
Prior to the launch of the Service Catalog, Stevens did not have a robust service catalog; users would just use TeamDynamix and the ticketing system. In the future, with Freshworks, these options will still be available, but the processes will be streamlined. When someone contacts the service desk, the desk will be able to see what assets an individual already has and can give them more relevant information, meaning the client will have to do less work.
Additionally, the Division of Information Technology recently launched a 24/7 support line through the Technology Resource and Assistance Center (TRAC), available at (201) 380-6599. Students can call this number at any time and speak to somebody on the team. If their issue is not resolved, a ticket will automatically be created, and someone from the team will contact them during regular business hours. Their team is working to provide more in-depth answers when students call and improve their abilities to point students to the right resource, such as Apporto or relevant documentation. This service is aimed to further assist online and international students. “Calls which come in regarding a room emergency are prioritized to our Academic Multimedia team and will reduce wait time for a classroom emergency.”
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