EdTech Digest featured “Enhancing IT service delivery value on campus by leveraging service management data” by guest columnist Steven E. Alter, Chief Information Officer, Global Information Services.
The quest to deliver quality service is never ending for an information technology (IT) organization. At Arcadia University, I focused the organization’s attention on a single goal: to become a continually improving organization utilizing key performance measures. Effectively harvesting the service management data (a.k.a help desk data) collected by my team and transforming it into metrics has provided a wealth of information that could be utilized as a catalyst for the self-improvement initiative.
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