IT Service Delivery and Support

The IT Service Delivery and Support services provided by Framingham State University's Information Technology Services organization encompass a range of support services designed to enhance the capabilities, tools, and service points required for delivering IT services and providing end-user support. This includes managing service desks, call centers, and online support delivery channels. Additionally, these services may extend to concierge support.

The IT Service Delivery and Support services are available to all faculty, staff, and students of Framingham State University. These services are provided to individuals within the university community who require assistance with IT-related issues or seek access to IT resources and services.

• Service Desks: The IT Service Delivery and Support services offer centralized service desks that serve as a single point of contact for faculty, staff, and students to seek assistance with IT-related queries, report incidents, or request services. This ensures a streamlined and efficient process for resolving issues and fulfilling requests.
• Call Center Support: The service includes a dedicated call center staffed by knowledgeable IT professionals who are equipped to provide prompt assistance and address inquiries over the phone. This allows users to receive immediate support and guidance for their IT concerns.
• Online Support Delivery: Through the IT Service Delivery and Support services, users can access an online support platform where they can submit tickets, access knowledge bases, and participate in self-service options. This empowers users to find answers to common IT-related questions, troubleshoot issues, and track the progress of their requests.
• Concierge Support: In certain instances, specialized concierge support is available to offer personalized assistance to faculty, staff, and students. This ensures that users receive in person tailored support for complex or unique IT requirements.

There are no specific prerequisites for accessing the IT Service Delivery and Support services. However, users are expected to provide accurate and detailed information regarding their IT issues or service requests to facilitate efficient resolution.

To request IT Service Delivery and Support, users can utilize the following channels:

• Contact the centralized service desk via phone or email to report incidents or seek assistance.
• Submit a ticket through the online support platform for non-urgent issues or service requests.

For additional information, guidelines, and resources related to IT Service Delivery and Support, users can refer to the following documentation:

• IT Service Catalog: Provides an overview of all available IT services, including detailed descriptions and contact information.
• Knowledge Base: A repository of articles, guides, and FAQs that offer self-service solutions to common IT issues.
• Incident Reporting and Escalation Procedures: Outlines the process for reporting incidents and escalating critical issues to ensure timely resolution.

The IT Service Delivery and Support team aims to provide timely assistance and resolution to all requests and incidents. The target timeframes for fulfilling requests and resolving incidents may vary based on the complexity and priority of each case. Users can expect regular updates and communication regarding the progress of their requests, ensuring transparency throughout the resolution process.