In January 2016, we posted the first quarterly report by school sharing some of the service reports from the help desk ticketing system. The first set of reports gave an overview of the types of requests being entered and some general service levels. During the first week of April, new reports will be posted that dive deeper into the data. There have been some definite challenges as well as great progress over the past several months as we continue to adjust to the Shared Service model. These reports will outline both the challenges and the progress as we continue to work on improving our service to the campus community.
The reports will be posted at http://www.smu.edu/OIT/AboutUs/SharedServices no later than April 11.
