- Allowing users to enter trouble tickets directly into the Remedy system;
- Allowing users to check the status of a trouble ticket;
- Improving the "knowledge base"-the information available about technology online; and
- Increasing feedback mechanisms to help IT judge its service more accurately.
"We're always interested in looking for ways to improve our service," Susan
Allmendinger, IT/Help Center, said. "Computing is not a static environment,
and we have to keep changing our services in response to what the users
need."
Although Remedy software has helped tremendously, "we have much more we'd like to accomplish," she said.
Some future goals include the following:
"Our major goals will always be two-fold: To be user advocates and to help users become more self-sufficient with information technologies," Allmendinger said.
