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increase the productivity, enhance the
user experience, and to minimize sup-
port efforts we adopted a more proac-
tive approach. We monitor the health
of desktops to identify problems so that
we can fix them before disastrous failures strike. We implemented
tools that move resource-intensive maintenance tasks, such as anti
-virus scans, to off-peak times and the deployment of SCCM to
monitor the performance. This improves end-user efficiency and
UAEU community no longer faces performance degradation during
working hours. The impact is expressive.
To
Service Management & Support
Transformation
We keep improving the way we provide IT support and services on
regular basis, our service model is using an approach based on the
Information Technology Infrastructure Library (ITIL) framework.
This includes a shift away from supporting individual IT services to
an approach that provides and supports end-to-end IT services.
In 2012, we began to see measurable benefits. We were able to
resolve issues more quickly—improving compliance with
service-level expectation and achieving target.
Proactive Client Management
UITS Annual Report | 2011/2012 | 51
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IT Helpdesk Working Hours Extended
7 PM
As we explore new human interface devices
and incorporate new interactions into our
designs, we have the opportunity to create
deep connections between users and their
technology.