Beginning Thursday, WashU IT is implementing a new procedure to promptly notify individuals reporting an issue, providing them with an acknowledgement and an estimated timeframe.
The latest enhancement will give customers a greater level of transparency based on prioritization of impact, ensuring an understanding of what to expect to reach a resolution.
“We want you to have an understanding of what to expect and a trust that your interaction is important. Whether your call is reporting a widespread problem with the network, or an inability to print, our goal is for you to leave the interaction with what you need and clear steps of what’s next.” said Rick Herman, Executive Director of End User Services. “Ultimately, with the focus on communication and setting expectations from the first interaction, we will be better aligned to support your needs with transparency.”
“Setting that expectation up front is important,” said Michelle Stirnemann, Director of End User Services, Service Desk & Access Management. “There will be a focus on transparency and communication progressing to resolution, letting you know what to expect and to support around any interruption to your day. We are here to assist and will continue to grow in ways to support a partnership.”
Customers can always check the status of their ServiceNow ticket by reviewing the portal, responding to the email confirmation they were sent or by contacting the Service Desk to get an update on the incident.