The following is the final milestone of the initial project.  

轨道票务完成承诺: 跟踪和 reporting process for ticket completion is now fully deployed and 操作. We have initiated the data-gathering phase in preparation 用于回顾和分析. 

好处: 有票就能让我们见面 our service commitments to the community by ensuring that requests are addressed promptly, increasing customer satisfaction and building trust. 

切换到电话树: 2023年8月11日 GVSU IT支持的电话树将会改变. 呼叫技术人员 support lines (616) 331-2101 or (855) 435-7488 will be asked to select 以下四种选择之一: 

• Option 1 for Classroom and computer lab-related issues 
• Options 2 for all password and system access-related issues, including difficulty getting into Blackboard 
• Option 3 for spam and/or phishing email inquiries 
• Option 4 for all other IT-related matters/topics

好处: The new phone tree will increase IT 服务s efficiency by promptly connecting GVSU community members with the 相关支持团队. 这将使更快的分辨率的用户 帐户和系统访问问题. 

• 学生技术员工具和系统访问 特权: IT 服务s Student Technicians can now assist with user account management and have received training in the 相关的流程.
  好处: 随着他们不断的练习和收获 familiarity with their new abilities, we are highly confident about the positive impact this change will make to improve the speed at 我们可以解决哪些用户帐户问题.

• Updating 服务 Level Agreement to 服务 Commitment 目标: 我们已经审查了 服务承诺目标，以使他们更多 真实准确. 因此，我们修改了时限 for resolving issues, prioritizing, and categorizing requests.
  好处: 由于这项工作，成员 GVSU community will have a better understanding of what to expect from IT 服务s in terms of ticket resolution. 资讯科技服务团队 members will also gain a deeper understanding of the expectations GVSU社区的一员.
  服务 承诺目标知识库文章 

• 更新服务票证通知 电子邮件:  We've updated the email notifications you receive 提交服务票后.
  好处: 现在正在追踪您机票的状态 more user-friendly with a new look and feel. 用户将能够 better understand the details of their submitted ticket and the 解决过程. 

• Call for Help Process Set Up and Documentation:  The Call for Help plan outlines scenarios for when the IT 服务s team has reached its capacity limit and needs assistance from all IT teams to assist with incoming and unassigned tickets.
  好处: 这将使大学受益 tickets will be resolved faster, even during the busiest periods of 学年. 
   
• 触发器: 发展定义 and documentation of the triggers used to put the "Call “寻求帮助”的过程正在进行中.

• 新的票务分类流程:更新的分类 process quickly evaluates the issues reported in the ticket, ensures the ticket has all relevant information, assigns the ticket to the appropriate support group, and resolves the ticket as quickly as possible.
  好处: 社区成员将从中受益 as less time will be spent waiting for tickets to be resolved. 

• 暂停聊天功能:此功能以前是 listed in the ticketing system as an option for interacting with the IT服务台 However, it was found to be ineffective and required additional steps for a ticket to be resolved.  这个工具 communication has been paused and is being reviewed in order to make 它更高效可靠. 

• Completion of Kaizen Event and Presentation, 2022年12月2日
• 上线跟踪和审核的开发 计划: Klein Consulting provided a Rollout and Audit plan 对于这个项目.
• 确认容量模式l:克莱恩咨询公司 provided a formula to use to help identify resource capacity for IT 服务s.
• 沟通计划的制定

• 审查资源缺口 
• 评估研究生助理的作用