New policy helps ITS Support Specialists respond more efficiently. The MSSU Helpdesk is using a new policy to simplify the response profile for any given problem that may arise on the MSSU campus. A copy of the policy follows:

To further clarify the service priorities of the MSSU ITS Helpdesk, this statement will enumerate the response goals of the Helpdesk personnel.

Service Priority One: Campus

If the whole MSSU campus is unable to successfully utilize the resources provided by MSSU ITS, priority is given ahead of all other objectives.

Service Priority Two: Building

If an entire building is unable to successfully utilize the resources provided by MSSU ITS, priority is given ahead of all other objectives.

Service Priority Three: Department

If an entire department, or an event sponsored by a department, is unable to successfully utilize the resources provided by MSSU ITS, priority is given ahead of all other objectives.

Service Priority Four: Individual

If an individual is unable to successfully utilize the resources provided by MSSU ITS, priority is given ahead of all other objectives.

Service Priority Five: Requested Installation

Requested installation, activation, or move.

The Helpdesk hopes that the new policy will offer better response times and a more effective distribution of resources about campus. With this shift in emphasis, ITS focuses on a World Class customer support experience.