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LUC IT Services Bulletin:
IT support service development at the University of Lapland – advance announcement

As 21.3.2012 the University of Lapland will commission the IT ServiceDesk conforming to the shared operating model of the LUC IT Services. The ServiceDesk is to function as the primary contact channel in all issues concerning IT services.

The ServiceDesk enhances the handling of IT service requests and allows the IT personnel to spend more time on development tasks. The IT Services will also start using the joint Altiris information system of the LUC IT Services. The system is used to register support service requests, to supervise work in real time, and to transfer cases to be solved by experts when necessary. The system also enables us to measure the support services and thereby develop them continuously. The Altiris task request system has been in use at the University of Lapland since 2006.

Support ServiceDesk operation complying with the joint operating model of LUC IT Services has been launched in the Municipal Education and Training Consortium Lappia and in the Rovaniemi Municipal Federation of Education. At the beginning of 2012 all IT ServiceDesks will be using the same service request database. Thus IT expertise can be used flexibly across client interfaces between Lappia, the Unversity of Lapland, and the Rovaniemi Municipal Federation of Education.

Changes in client operation caused by the new ServiceDesk
• All IT service requests are made through the ServiceDesk – either by calling or by sending email.
• The processing of service requests is followed up continuously, and users get the status information by email.
• The ServiceDesk steers the operation of on-site support.
o Most of the service requests can be handled expediently during a phone call or after reception of an email.
o The ServiceDesk dispatches the on-site support when necessary.
o At the ServiceDesk, the University of Lapland personnel is assisted by the university's IT staff.
 Contact: email servicedesk@ulapland.fi tel. 040 4844 333 or 4333
 The MTI’s personnel in Viirinkangas should primarily contact the ServiceDesk of the Rovaniemi Municipal Federation of Education at 020 798 5800 or
 (At Teacher Training School and Arctic Centre there are IT- support staff of they own available).

Please note the following when the new support ServiceDesk has started operating:
• Contact the support services via the ServiceDesk only.
• Let the ServiceDesk know about your future needs well in advance.
• When dealing with the ServiceDesk, observe the following:
o The requests are entered into the system; this will take some time.
o The ServiceDesk needs the essential information related to the request.

Further information:
Markku Taipale
Manager of IT Services
Lapland University Consortium
Phone +358 20 798 5387
markku.taipale@ramk.fi
www.luc.fi