The Solution
The custom Service Desk "ticketing" application was sunset and replaced with the Interaction Management application to better help Service Deck agents field customer intake and route it to the proper process (i.e. Incident Management or Request Fulfillment). This allowed for the elimination of a good deal of customization to the back end shopping cart API to help future proof upgrades and provided for the introduction of Agent Workspace to underpin the Interaction process.
Agent Workspace was introduced for the first time as an interface for Service Desk agents, which supported the ability to surface inbound Chat solicitations from the Service Portal in a way that was operationally visible and actionable for those agents. This helped solve a critical issue where customer Chats would historically go unanswered as the legacy interface was not intuitively aligned to how those agents leveraged the platform within their browser.
A new process was built to facilitate the provisioning and management for University-provided computers to the Student community. A complex workflow was created to support Student equipment requests, enrollment status verification (via an integration with PeopleSoft), provisioning, and delivery - all underpinned by asset management lifecycle management. This process greatly simplified the Student experience, eliminated a swivel chair for reviewing enrollment data, and provided visibility into asset disposition for inventory planning and security purposes.
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