Future of End-User Support
Sandia National Lab. (SNL-NM), Albuquerque, NM (United States), Jane Wei, USDOE Assistant Secretary for Human Resources and Administration · 2023
IT Service Management (ITSM) is an inimitable, ever-changing practice that is critical to all far-reaching organizations, including Sandia National Laboratories.With recent developments in technology and society -spurred by major events like the advent of ChatGPT and the pandemic -it is as important as ever to consider the implications and opportunities for ITSM.This report strategically synthesizes existing information about ITSM structures and examines the current state of Sandia's service management entity: CCHD.Then, it looks at the emerging state of the world, culminating in CCHD-tailored recommendations for continual service improvement (CSI).Ultimately, the biggest matters to address are staff tenure, ticket documentation, and self-service facilitation.The next step might be to introduce AI to service channels in a non-system-invasive manner, namely a chatbot on the main CCHD page.All would serve to enhance end-user experiences, and by proxy Sandia's output.