IT Service Transformation Newsletter

Oct. 28, 2021

• ChangeGear Improvements

• Better Communication with Our Customers on Open Tickets

• Survey – Measuring Customer Satisfaction

• Requeuing Tickets – Ensure New Team Is Notified

• Don’t Respond If You’re Copied on Email Requests

• New Name – IT Service Desk

• Contacting the IT Service Desk for Project Updates – Use This Email Address

• Improved IT Support Website – https://itsupport.houstonmethodist.org

• Encourage Others to Submit Their Own Tickets

• Building a Knowledge Base

• On-Call Schedules in Everbridge Instead of SharePoint

• How You Can Help

• Questions or Issues

IT Service Transformation Newsletter

Sept. 22, 2021

• At Your Service: IT Help Desk Renamed to IT Service Desk

• Owner Field Names Updated

• Building a Knowledge Base

• ChangeGear Survey 2: Results

• ChangeGear on Mobile: Pilot

• Submit Your Own Incident and Service Requests

• Incident and Service Requests: Assigned To Field

• Submit a Ticket for Changes to ChangeGear

• Your Tickets: Good Documentation Makes a Difference

• Incident Management: Don’t Wait to Escalate