Queries/Ticketing System

Will we have the option of defining the priority level or urgency of a query or will we be able to get in touch directly with a specific expert?

First-level support is responsible for prioritizing requests or error messages by carrying out an initial assessment. In line with our plan to provide a single point of contact, first-level support will be offered via the regional teams in order to free up second-level support whose primary task will be to maintain and keep systems running.

How are queries and escalation processes represented?

Features such as reminder functions will be included in incident management so that error messages that have been received are not overlooked.

One problem related to IT services as they currently stand is that it is unclear who is responsible for certain processes, making it impossible to submit direct requests. What does this look like in the ITSM system?

According to our single point of contact concept the first-level support of the regional team is responsible for direct requests. These colleagues are responsible for responding to your queries.

I would prefer not to be considered a “customer.” Is there any way of changing this to “user,” for example, in internal communication? We’re all still members of the Freie Universität team – regardless of any new IT structures.

The screenshots in the presentation are from the Servity test system. The “Klaus Kunde” account was set up for “Freie Universität customers” (end users) and the “Frieda Firstlevel” account was set up for the first-level support team in order to explain the roles.

The system designations for groups can be flexibly adapted in the ITSM portal.

Freie Universität Berlin

Digitization Strategy

Queries/Ticketing System

Will we have the option of defining the priority level or urgency of a query or will we be able to get in touch directly with a specific expert?

How are queries and escalation processes represented?

One problem related to IT services as they currently stand is that it is unclear who is responsible for certain processes, making it impossible to submit direct requests. What does this look like in the ITSM system?

I would prefer not to be considered a “customer.” Is there any way of changing this to “user,” for example, in internal communication? We’re all still members of the Freie Universität team – regardless of any new IT structures.