Improving How We Manage Services
ISC is developing new processes and tools that improve how we manage each service throughout its lifecycle, define the services we offer, and clarify the service levels clients can expect.
Goals
- Improve the client experience by making it easier, simpler, and less confusing when requesting services and reviewing your bill
- Develop a Service Level Agreement (SLA) for every client-facing ISC service in partnership with Service Providers and clients
- Align expectations between ISC and clients regarding what we can deliver
- Develop metrics and reports that will identify how well ISC meets the service level
- Involve clients in the dialogue as services are proposed, changed, or retired
- Retire services that are no longer needed, and allocate resources for new, innovative offerings
Contact us
We welcome your questions and feedback at: priorities-program@isc.upenn.edu