Support Improvements Within the Division of Information Technology

Following a review of its performance history of support services across our Omaha and Phoenix campuses, the Division of Information Technology has announced that it will be implementing several improvements to its already highly rated myIT services team.

First, support will organize its work using the industry best practice, service tiers. The first tier provides self-service support through knowledge articles found on the website, chat bots and automated tools. The second tier provides a first contact with a client services agent who will be able to address most issues efficiently and within a single contact. For cases that require escalation or hands-on support, the final tier provides for a more specialized resource that works on the ticket and utilizes our vendors as needed.

Second, the Division of IT is organizing its teams into action centers. The Central Action Center, hosting the largest group of technicians to take calls faster and route tickets more logically, will be based out of the Old Gym in Omaha. This team will provide the first tier of support, including responses to phone calls, emails and online requests. In addition, there will be three Mobile Action Centers (west campus, east campus, and Phoenix campus) which will focus on hands-on, on-site work, loaners and repair/walk-up services. In addition, support will maintain relationships with individual academic colleges and schools to provide a liaison for specialized needs and collaboration with the Division of IT.

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