The Office of the CIO’s Incident Management project was recognized as a 2010 ITIL Project of the Year by Pink Elephant consulting. This distinction highlights key successes of the project’s implementation including: use of ITIL best practices and ITIL-certified staff, formalized project management and dedication to Organizational Change Management and Culture Change. ITIL is an integrated, process based, best practice framework for managing IT services. OCIO is adopting ITIL to establish international best practices and streamline the delivery of IT services at Ohio State.
In the spirit of continuous improvement and university-wide efforts to streamline administrative process, the IT Service Desk unveiled a new self-initiated help page in October. Benefits and features include live Web chat, a real-time view of request status, and a more intuitive look and feel.
Article by Kristina Torres
Originally published in a different format
In December of 2008, Bob Corbin became Director of Customer Experience within the Office of the CIO, a new position that is responsible for leading and coordinating the efforts of all leaders within the Office of the CIO to increase functional simplicity, improve operational effectiveness and improve the customer experience for the organization.