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The State of the Continual Improvement Committee for IT (CIRCUIT)-The Backlog (Post 2 of 3)
A 3 part series about the CIRCUIT (Continual Improvement Committee for IT) presented to you by Dana P. Miller, Chair of CIRCUIT Just like IT Services has a backlog of customer work, CIRCUIT has generated a backlog of internal improvement work as a result of IT Services Staff suggestions. We have to balance our…
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The State of the Continual Improvement Committee for IT (CIRCUIT)-By the Numbers (Post 1 of 3)
A 3 part series about the CIRCUIT (Continual Improvement Committee for IT) presented to you by Dana P. Miller, Chair of CIRCUIT When CIRCUIT started in May of 2016 a mechanism was created for IT Staff to submit their suggestions for internal process improvement. Since May 2016 IT Services staff have submitted 126 Suggestion tickets…
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KCS Pilot: State of the Knowledge Base
This week, the KCS Pilot marked a major milestone! We have added 63 new published cases for public use, eight published cases for IT use, and 364 draft cases for use by the Service Desk. Add these to the existing 183 published Knowledge Articles, and we have a Knowledge Base of more than 600 articles!…
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KCS Pilot publishes first Knowledge Articles
We are now in our third week of the KCS Pilot, and so far things are going great—the pilot group has doubled the size of the Knowledge Base! Even better, we’ve started publishing some of this knowledge out to the world, when appropriate. Not all knowledge is suitable for publication to the outside world, such as…
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The State of the Service Catalog-The Service Picture (Part 5 of 5)
A 5 post series about the Service Catalog presented to you by Dana P. Miller, Service Catalog Process Owner In past posts we learned about the structure of the Service Catalog and how all the pieces work together to produce value for the university. In this, the last post in this series, we can look…
IT Services Internal Communication
News from your colleagues in IT