Streamlining IT Support for ISC Clients
We are replacing the current ticketing system (Remedy 8) with an updated, cloud-based, end-to-end ticket lifecycle solution (Remedy 9). It will be used to submit and track the status of incident and service requests. ISC is also developing clear and consistent guidelines and processes for the way it handles tickets. Clients will submit tickets through a new, easy-to-use portal called Digital Workplace. Internally, ISC will use the SmartIT tool for ticket routing and resolution.
Goals
- Implement Remedy 9, providing clients with easy-to-use tools to submit and track multiple tickets
- Enhance communications between clients and ISC
- Provide access to reports that support proactive planning
- Automatically route tickets to service providers, streamlining the process, and increasing efficiencies
- Develop standard metrics and reporting so that similar services can be measured accurately and consistently
Contact us
We welcome your questions and feedback at: priorities-program@isc.upenn.edu