Service Desk

Service Desk

Service Type: Enabling
Security Rating: Confidential
Business Impact: Medium
Business Priority: Medium
Lines of Service:
- How We Learn
- How We Work
- How We Operate the University
- How We Conduct Research

Overview

Description

A brief summary of this service

The Service Desk provides general assistance and manages service requests from individuals and departments.

Value

How this service adds value towards the mission of the university

Secure and operational computers, access to OSU Resources, Tier 1 support for many OSU IT services and applications

Service Access

Request Access

How to access to this service

Telephone, email, in-person, or web form

Service Hours

When this service is available

8A-7P M-F, 3P-7P S/S

Charges, Options & Fees

The cost for someone to access this service

There is no cost to use the service desk.

Audience

Who can access this service

OSU students, staff, and faculty.

Students: All
Employees: All
Departments: All
Associated Groups: Some

Requirements for Access

Any additional requirements before a user can access this service

OSU affiliation.

Support & Training

Availability

When support for this service is available

Service Desk hours

Training

What training is available for this service

No formal training is necessary.

Service Management

Service Ownership

Contacts related to management or ownership of this service

Business Owner(s): Director of Customer Experience (Andrew Wheeler)
Business Contact(s): Andrew.Wheeler@oregonstate.edu
Business Unit(s): Customer Experience
Service Owner(s): Director of Customer Experience (Andrew Wheeler)
Service Manager(s): Asst Director of Customer Experience (Kirsten Petersen)
Escalation Contact(s): Standard

Cost

The cost to operate this service

625,099

Service Level Agreement

The agreed upon level of service between the provider and user

None at this time

Other Services

Services related to this service that are not Enabling or Enhancing

CN, College IT support

Enabling

Services that must be in place for this service to be delivered

Active Directory auth, terminal server, Microsoft Stack

Enhancing

Services that enhance the value of this service and are not absolutely required

CN, College IT support, ITSM

Request Service

Details

Service ID: 25517

Created

Tue 1/23/18 12:46 PM

Modified

Mon 11/30/20 9:13 AM

Updating...