Customer Support Services Tactical Plan
Current Customer Service Services
Information Technologies (IT) Customer Support Services (CSS) are an essential component of all IT
services in that CSS provides the first line of support to end-users through a call center, and ticketing
systems, Help.UNM.edu. CSS also owns the following IT service areas:
 Hardware and Software Purchasing: Purchasing consultation services are provided free of charge to
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UNM departments purchasing standard hardware systems. UNM departments may purchase standard
hardware via LoboMart.
Students, faculty and staff may purchase standard hardware for personal use directly from Dell. Students,
faculty and staff may purchase Dell consumer line hardware at the UNM Bookstore. Apple hardware may
also be purchased at the UNM Bookstore. These workstations do not fall under the UNM Workstation
Managed Systems Service.
Mobile Services: Mobile services at UNM includes phones, SmartPhones, pagers, and related equipment
along with an associated phone and/or data plan. Cellular service is provided by T-Mobile and Verizon.
Cellular service bills to the IT department. Call and service detailed billing is available to departments on the
monthly statement, which is posted on the IT Billing Portal. When necessary, alternate vendors can be used
and billed to departmental purchasing cards with prior approval from the IT department.
Computer Support: Support services are offered to UNM staff, faculty, and departments for UNM owned
systems which meet the hardware and software standards criteria. Warranty hardware repair and support
for standard Dell and Apple systems is provided free-of-charge at the IT Hardware Maintenance office.
Onsite repair and support is available for a fee. Software support is provided free-of-charge for the IT
selected software applications. Support is limited to operational functionality issues and does not include indepth application support.
Current Work and Issues Related to Existing Services
Computer Support. The Workstation Management group within Customer Support services is piloting
desktop management tools for the remote loading and management of images for Macs and PCs. This will
support the over 700 student-facing computers in IT computer classrooms and labs. (Jan ’14)
Mobile Services. When a policy for mobile devices is developed, CSS will prepare an RFP and pilot project
to implement software for the management of mobile devices for the University in conjunction with that
policy. Standard devices will be stocked on-site for immediate availability.
Hardware and Software Purchasing. Workstation Management is improving the purchasing process
through maintaining an on-site inventory to enable same-day delivery of Dell and Apple equipment,
complete with a standard image.
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FY 2014 Plan | Updated January 2014
Service Management / Help.UNM. CSS is standing up an IT-specific instance of Help.UNM, the ticketing
system used for Incidents, Service Request Fulfillment, Change and Configuration Management. This
instance will also contain a service catalog with public-facing content.
Vision and Approach for Customer Support Services
Hardware & software purchasing
Supply chain management is at the heart of scaling the purchase and delivery of equipment and software
at an institutional level. The vision includes understanding the market demand, selling desired
configurations to the market segments including students, providing same-day delivery for standard
configurations.
Computer Support
It is important that support of workstations be scaled efficiently at an institutional level. Support begins
with warranty work, deployment and maintenance of standard images and end-user customer support.
Excellent triage documents need to be available to the Service Desk to reduce escalated tickets. This is
intended to free up limited resources in the WSM team so they can deliver on more complex issues.
Supporting Applications
Another milestone is improved support of applications. Besides triage documents, knowledge articles and
more in-depth familiarity of browser and java-based applications will strengthen and standardize support
for enterprise applications. CSS will build on the success of the LoboMail deployment by using this
approach for new enterprise applications. IT’s knowledge article updating process (KIT) will be expanded
to include more services, including those ‘owned’ by business areas using IT applications.
Mobile services
Mobile devices – phones, pagers, tablets - are also an essential institutional commodity in the 21st century.
IT’s vision is to provide a seamlessly efficient service for acquisition, support, service and replacement in a
cost-effective manner.
Service Desk / Help.UNM
Service Management embodies a core competency of IT. Service Management includes how IT designs,
delivers and improves request fulfillment and service incident and problem handling. What the customer
experiences of IT at the Service Desk, in person, on the phone, and online is the result of many invisible,
behind-the-scenes processes working together. Our vision for this experience is seamless clarity and
efficiency.
The approach to achieving this vision is through:
 An IT-specific instance of the request interface tool (HELP.UNM) and
 A full build-out of the IT service catalog so that an end-user request triggers an efficient dominoeffect of tasks to fulfill the request, and
 Availability of current business and technical knowledge, and
 Enhanced marketing and sales capability though expansion of the Business Relationship
Management team
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FY 2014 Plan | Updated January 2014
12-24 Month Milestones
To implement this vision, the following approach is planned for Customer Service:
 June 2014 – Identify desktop management tools for PCs and Macs
 June 2014 – Coordinate Policy and RFP development for Mobile Device management.
 March 2014 – Standard configurations of PCs and Macs with standard images stocked on site for
same-day delivery.
 May 2014 – Reduce technology related tickets through better triage documentation (call
avoidance)
 Aug 2014 - Warranty repair for student laptops
 FY 2015 - Actionable service catalog
 FY 2015 – Staff Business Relationship Management Team
 May 2015 – FastInfo Users’ Group
 August, 2015 – Adopting a support model for virtualization in computer labs and classrooms
 January 2015 – standardized support for enterprise applications
 May, 2015 – Expand KIT to more business areas
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FY 2014 Plan | Updated January 2014