By Kitty Bridges
May 20, 2013
In 2009, NYU sponsored the Quality Service Task Force to understand how faculty, staff, and students experience the NYU academic and administrative processes. The leadership at NYU is committed to examining how NYU's many services are delivered, how the interactions with service support staff are perceived (especially by students), and where they can be improved and satisfaction enhanced.
From the task force's findings, a new vision for service centers to support community members across NYU's functional areas was developed. This happened to coincide with the need to update the IT Service Desk's "ticketing" system, used for receiving and tracking service requests from community members. As a result, the ServiceLink initiative was created to address both of those needs.
The ServiceLink initiative identified several goals necessary to streamline and coordinate the way support is provided by administrative offices and service centers across the University:
In order to accomplish these goals, NYU is in the process of implementing ServiceLink, a new, customized, cloud-based service based on ServiceNow that provides a uniform process for handling service requests across the GNU. A few features that the service offers:
As of the time of this writing, agents at the IT service desks for Stern School of Business, NYU Abu Dhabi IT, and Information Technology Services (ITS), and Human Resources & Payroll (“PeopleLink”) advisors in Abu Dhabi are all using ServiceLink to process, route, track, and complete the hundreds of requests they receive every day. The Decision Support Group (DSG), founded as part of the ServiceLink initiative as the support center for all UDW+/OBIEE financial reporting questions, is also up and running.
In the coming months, Human Resources & Payroll (“PeopleLink”) in New York, Finance, Student Services (“StudentLink”), Student Housing, Purchasing & Accounts Payable, and Shanghai IT are all planning to begin using ServiceLink to process and resolve support requests. In addition, a new self-service ServiceLink website will soon give the NYU community new ways to find information and request services and support. They will find information by searching and browsing a University Services catalog and a knowledgebase with instructions and troubleshooting tips, and request services through dynamic forms tailored to specific NYU services.
ServiceLink will continue to evolve as new service centers come on board and in response to the results of a soon-to-be-implemented metrics dashboard. But, much as ServiceLink was developed in response to feedback from students, faculty, and staff. The most important source of information for improving the service will be the NYU community's feedback. To this end, the new self-service website will also include forms allowing clients to give direct feedback regarding their service experience. Please stay tuned within the next few months for news about the self-service website; we look forward to hearing your thoughts and suggestions!
Kitty Bridges is Associate Vice President for Strategic Communication & Partnerships in ITS.