IT Service Desk

 

The IT department is in the process of morphing the IT Help Desk into the IT Service Desk.

Po-ta-to or Pah-ta-to you say? Here's why we're looking at a functional and aspiration change:

 

Help Desk

Service Desk
  • Reactive service / Task oriented.
  • Proactive service / Process oriented.
  • Acts as a single point of contact for IT support.
  • Acts as single point of contact for all IT areas, applications, and IT processes.
  • Offers basic incident and service request management.
  • Built around the IT service management Information Technology Infrastructure Library best practices.
  • Limited integration with other IT Service Management practices.
  • Full integration with other IT service management processes.
  • Tracks all incoming incidents.
  • Tracks all incoming incidents and compliance with service level agreements.
  • Displays basic self-service options for end users.
  • Provides a self-service capability for incident and service requests with an integrated service catalog.
  • Focuses on the short-term fix.
  • Thinks about long-term support decisions and implements necessary changes.

 

Our IT Service Desk team will provide a new experience with integrated services going beyond break/fix incidents. The Information Technology Infrastructure Library (ITIL) is an international standard for IT service management that focuses on aligning IT services with the goals and needs of the University to provide the best service possible. Our team commits to functioning proactively following ITIL best practices while taking a long-term approach with the decisions we make. 

We look forward to continuing excellent service for our campus community. The IT Service Desk is located in the same great place on the 1st floor of the Library. We can be reached by phone at 247-5700, emailing the Service Desk at servicedesk@msubillings.edu or by utilizing the MSUB Service Desk portal.