Every university has the occasional campfire worthy horror tale of service requests gone wrong. One of the delegates of our previous ITS in Tertiary Education conference shared the story the other day of a frustrating issue that had come to a head the previous week.
“An academic service request came through with a relatively complicated software development requirement. The request was processed at the Tier One level and passed on to a specialist, who, with no direct contact with the end user began a 2+week project developing the software. Of course, ultimately the program was unsuitable to the intended function, and a whole lot of time, money and effort were squandered.”
Of course, this is not to say this is an everyday issue. However, the knowing chuckles and sighs from staff from across the tertiary education sector would indicate that it’s hardly exceptional either.
Understanding and mapping the escalation processes of specialised service requests is an important, yet often rather niche topic that gets relegated behind the more voluminous service desk sibling.
It’s a topic we’re looking to dig into, but sometimes it’s tough to work out how much of concern it is. What do you think? How would you rate the management of specialised services as an issue for yourself and your team? Leave it in the comments below.
To see this year’s lineup and other sneak previews for the 5th Annual University IT Service Strategy & Challenges conference, click here!