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Hi there I'm also looking for the same Information Bob and also happy to help. Ngā mihi Helen Vance Service Performance Manager www.auckland.ac.nz/service-management

Hiya Input from the Southern end of the plant (New Zealand) What methods do you provide your customers to submit tickets/cases? Email, phone, chat, portal, chatbot, in-person, etc. Phone, chatbot, portal, minimal email. Do you prioritize one over the other? If so, why? Do you communicate that ...

Hi everyone, I'm interested to learn if any Universities have done any visioning/strategic thinking around what great IT Service Delivery looks like into the future. There are the key enablers to help you get there ie. automation, but what do your support structures look like and what would you like ...

Hi everyone I'm with the University of Auckland, 5.500 Staff and 39,000 students. We're using ServiceNow as our ITSM platform. I'm interested in some very quick commentary for any of you using ServiceNow for a Uni of a similar size and your resourcing ie. All internal resources and # of. Or internal/external ...

Happy New Year everybody! Question: Are any of you measuring your customer effort score? and if so, how are you tracking with it? Helen Vance Service Performance Manager University of Auckland

This is all very interesting team, thank you. We have some onboarding checklists, but thinking about how we can hook Project Managers or Product Owners/Service Owners in early before they try to deliver a service or a piece of work we don't know much about. We're thinking about using the tool as much ...

Hi ITSM Community Is there anyone out there doing anything funky (tech term) around Service Design and Service onboarding. We're currently planning, and about to embark on this in 2022. Just want to understand if anyone else has been on this journey and their experience. Helen Vance University of Auckland ...

Hiya Jay Helen here from University of Auckland. We're in the middle of rolling it out right now. Happy to share our experiences to date. Helen