“Can You Help Me?” to “Request Fulfilled!”: Building Service Request Management

Every day, campus users ask IT for help: new software, account access, equipment, and more. How can we make those requests simple, consistent, and efficient in a decentralized IT environment? That is the goal of Service Request Management. Join ESMO as we share how we are building a campus-wide practice to streamline requests, reduce delays, and improve the experience for both customers and IT staff. We will cover what is underway, what is coming next, and how you can play a part in shaping the future of “getting things done” at Illinois.