The IT Services help desk will be moving into its newly renovated space in Abby B241 during the last two weeks of August. At that time we will also will be transitioning to a new name. The help desk will become the IT service desk. Our email address will be changing from helpdesk.its@ufv.ca to ITservicedesk@ufv.ca . As well our eHelp desk ticketing system will be re-branded as the IT service desk. The phone number (604-864-4610) will remain the same.
These changes not only introduce the new IT service desk name, but demonstrate a commitment to our philosophy for how we operate now and in the future. The name change will support our alignment with the Information Technology Infrastructure Library (ITIL) set of best practices for IT Service Management (ITSM). Within ITSM, a service desk functions as, “the single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users.”
In short, the IT service desk will continue to be the service counter and first point of contact for staff, faculty, and students to IT Services at UFV. We will still provide the same services that we provided in the past, while continuing to strive for efficiency and first contact resolutions by aligning ourselves with ITSM best practices.
For more information or questions, please contact either:
Tracy Evans | Coordinator, Help Desk
IT Services | University of the Fraser Valley
http://www.ufv.ca/its/ | http://ehelpdesk.ufv.ca | Tracy.Evans@ufv.ca
Direct Telephone: 604.504.7441 x4329
Bryan Wilkinson | Manager, IT Support Services
IT Services | University of the Fraser Valley
bryan.wilkinson@ufv.ca | 604-864-4672
http://www.ufv.ca/its
09/18/2015