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Information Technology Services

Strategic Plan | Customer Service

goals, objectives, action items

GOAL I Working within ITS and with our Boston College partners, transform the existing support model to one that is more integrated, customer-centric, and intuitive.
  1. Further develop and enhance the physical and virtual customer experience for members of the BC community in order to continuously improve their use of technology.
  • Secure benchmarking activities with key partners in higher education as well as other industry verticals such as hospitality and healthcare.
  • Continue developing the Service Catalog to provide an intuitive, customer-centric self-service tool for all technology services.
  • Continue work with the Office of the Provost, CTE (Center for Teaching Excellence), and University Libraries to create physical spaces for research, support, and the provisioning of technology in support of pedagogy.


GOAL II Create and continually improve a culture of service and support within the ITS organization.
  1. Develop and implement well-articulated service and support model based on industry standards.
  • Review existing service and support procedures against the industry standard frameworks such as Information Technology Infrastructure Library (ITIL) and Total Quality Management (TQM). Perform gap analysis and define specific plans for improvement.
  • Develop a strategy for managing the many relationships between ITS and its user base across the Boston College community.
  1. Create collaboration teams with ITS and BC partners for the purpose of generating actionable improvements in service.
  • Within the areas of Customer Relationship Management, Customer Intelligence and Analytics, Continual Service Improvement, and Research and Development, develop a framework for service improvement that best serves the needs of the University.
  1. Offer regular internal training opportunities for the purpose of creating a consistent approach to service excellence.
  • Create ongoing customer service training programs for both support personnel and key ITS partners.