logged or escalated decrease. over time requests for 2.2.2 Survey of service catalog Greater Yearly QuaNtitative Quality customer facing users "In the past year have percentage service information; you used the OIT service over time shows increase in catalog to access information knowledge of regarding university IT services listed in the services?" service catalog. KPI 2.3 Increase in 2.3.1 ITSM tool, overall 0 calls; 0 Weekly QuaNtitative Value, student/staff/faculty decrease in number of calls to calls. Zero %, Quality, access to online service desk; of those calls a so that if Compliance customer-facing decrease in tickets where there are service catalog. users had accessed the fewer calls service catalog prior to calling. we know Add to self-service ticket and that the closure notification, "Did you service access any part of the OIT catalog is service catalog giving (www.alaska.edu/oit/services) people the prior to placing this call or answers submitting this ticket?" they need and calls to the Help Desk are being avoided. 2.3.2 Increase in number of Greater Weekly QuaNtitative Value, web hits per individual service percentage Quality, index over time Compliance 2.3.3 Add customer Greater Weekly QuaLtitative Value, satisfaction survey to each OIT percentage Quality employee's signature block in over time their email. Question would include "Did you access any
requests for customer facing service information; shows increase in knowledge of services listed in the service catalog. logged or escalated decrease. over time 2.2.2 Survey of service catalog users "In the past year have you used the OIT service catalog to access information regarding university IT services?" Greater percentage over time Yearly QuaNtitative Quality KPI 2.3 Increase in student/staff/faculty access to online customer-facing service catalog. 2.3.1 ITSM tool, overall decrease in number of calls to service desk; of those calls a decrease in tickets where users had accessed the service catalog prior to calling. Add to self-service ticket and closure notification, "Did you access any part of the OIT service catalog (www.alaska.edu/oit/services) prior to placing this call or submitting this ticket?" 0 calls; 0 calls. Zero %, so that if there are fewer calls we know that the service catalog is giving people the answers they need and calls to the Help Desk are being avoided. Weekly QuaNtitative Value, Quality, Compliance 2.3.2 Increase in number of web hits per individual service index Greater percentage over time Weekly QuaNtitative Value, Quality, Compliance 2.3.3 Add customer satisfaction survey to each OIT employee's signature block in their email. Question would include "Did you access any Greater percentage over time Weekly QuaLtitative Value, Quality
SCMProcessDescription_Final.docx