NDLI: Developing a service catalog for higher education information technology services

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Developing a service catalog for higher education information technology services

Content Provider	ACM Digital Library
Author	Lyons, Andrew H.
Abstract	Customers of Information Technology Services at Hobart and William Smith Colleges need to quickly and easily access information and ask for help when needed. With this principle in mind, we redesigned the IT Services Web site and list of services to integrate and simplify the categorization and description of the three main types of information we provide to customers: - What services we provide - How to request the services or get instructions - Where to get help For this project, we had a small team head the planning and coordination for the rest of the department's collaboration in creating, updating, and reviewing materials. We started by consulting a core group of customers for opinions on what worked well (e.g. types of content available) and what did not work well (e.g. organization, masses of text, and jargon) in the previous rendition of our site and service list, then developed our goals from the findings: Make it simple Make it searchable Make it actionable Make it in regular language With these goals in mind, we collected, evaluated, and recreated the existing list of services into a standardized catalog of services, each with links to instructions and request forms or contact information for guidance or assistance. The result of our efforts is a customer-oriented, clean, and searchable catalog of services that appropriately sets expectations. This all prepares us to successfully accomplish the department's mission of providing the Colleges with timely, high-quality, and cost-effective information technology services and solutions that support all aspects of the mission of the institution.
Starting Page	67
Ending Page	74
Page Count	8
File Format	PDF
ISBN	9781605584775
DOI	10.1145/1629501.1629515
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2009-10-11
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Organization Service catalog Service level agreement Customer service Information technology web site
Content Type	Text
Resource Type	Article

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Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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