Author Archives: Sharon P Gregory

Why Chat?

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The University Service Desk is encouraging LITS employees to try out the Chat function in ServiceNow. Why Chat? Great question. Asking the question “Why Chat?” is where we started. When thinking about avenues for communication, we understand that different people have different needs. Chat opens another portal for communicating with the University Service Desk. The benefits of using a […]

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Service Desk Kudos

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In recognition of personal achievement, Athan Gillette and Brian Young (both of Enterprise Services) were awarded the professional certification of HDI Support Center Analyst in May, 2013. This certification involves participating in an online course that offers 12 weeks for completion and then taking a timed certification exam. Athan completed the course and certification exam […]

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Auto-Routing Blackboard Tickets to Tier-1

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One of the benefits of having a talented University Service Desk is that administrative tasks that have been handled at Tier-2 in the past can now be resolved at Tier-1 (the front door) through proper training and a focus on knowledge-centered support (KCS). Previously, the Blackboard (Bb) team has always maintained a listserv where users […]

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