Services

ServiceCenter is now Service Manager

On July 8th, Service Manager will replace ServiceCenter.  Service Manager is a web-based ticketing application that leverages industry best practices. It will provide online management of calls, incidents, and changes within the IT organization of Johns Hopkins.   Service Management and Incident Management provide a fast responsive way to service our customers, while Change management provides an online accessible way to track and notify staff, of changes within the IT environment

Service Desk

Service Desk provides the ability to track all calls effectively, even calls that are not considered an incident. Referred to as Interactions, calls to the IT Help desk are managed via this process. Service Desk allows calls received from customers, or technical staff, to be associated to an incident. Multiple calls can be associated with a single incident when calls are generated for incidents that affect many users. In essence, this is a tool that allows the calls to be managed quickly by documenting and resolving the issue at hand.

Incident Management

Incident Management is the central location for documenting incidents from customers, and service technicians. Incidents may have multiple calls attached, which provide a central location for resolution. Incident Management provides comprehensive incident control through escalation, assignment, and integrated knowledge management ensuring that incidents are quickly resolved or assigned and managed.

Change Management

Change Management enables the IT organization to track all types of changes or modifications made with the IT supported environment. Change Management minimizes the business risk and promotes strategic planning via the approval process according to the type of request made and risk associated with the task.  Contact Change Management by e-mailing Change_mgmt@lists.johnshopkins.edu.

Problem Management

Problem Management (replaces the use of the P99/P55 tickets) enables the IT staff to investigate and fix root causes of recurrent incidents.