IT News
GVSU IT Introduces Simplified Service Catalog and Adoption of the ITIL Standards
August 14, 2024
GVSU's IT division is excited to announce a significant change in our IT Service Catalog that will greatly enhance your experience when seeking IT support. This change adopts the Information Technology Infrastructure Library (ITIL) industry standards, aimed at simplifying and improving our service delivery. Previously, our service catalog featured 305 different services across 29 service categories. This complexity often makes it time-consuming for users to find the appropriate service for their needs. By aligning with ITIL guidelines, we have streamlined our offerings to just 33 services within 8 ITIL-recommended service categories. This consolidation not only simplifies the process of creating a ticket or submitting a request but also ensures that our service portal is more intuitive and user-friendly. In addition, we have expanded our IT service offerings to include resources that cover all possible scenarios, making it easier than before to find self-service resources tailored to your specific issues/needs.
The benefits of this transformation are numerous. Firstly, the reduced number of services and categories means users can find the correct service faster, significantly cutting down the time required to file a request and to report an issue or incident. This aligns with ITIL's best practices for efficiency and greater user satisfaction. Simplifying the process enhances the customer experience by reducing frustration and confusion. Our service portal is now clearer and more streamlined, ensuring you can get help efficiently. Furthermore, having all IT services presented within a well-understood industry standard ensures that our IT division can deliver more consistent and reliable services. This change highlights our commitment to adopting industry standards and continuously improving how we serve the GVSU community.
Watch the new process in action! To help you navigate these changes, we have created a detailed video guide showing the new process for helping yourself independently, creating a ticket, or submitting a service request. This video will walk you through each step, demonstrating how to use the updated service desk portal efficiently. Watch the guide here.