Moving Toward a Self-Service Campus: Service Catalogs and a Knowledge Base

Budget constraints are becoming a reality in the 21st century. Campuses must seek innovative ways for sustainability and scalability while being good stewards of shrinking budgets. Experience what UC Merced achieved through the implementation of a service catalog and knowledge base. The results show improved IT help response times and satisfaction while decreasing the need for face-to-face customer interaction.

Outcomes: Identify what you want to build and why for your self-service strategy * Explore what's required to change the culture * Mine our lessons learned (why to do it and how to do it right)