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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 integrated, customer-centric and intuitive.
  1. Create a support environment (physical and virtual) that includes a “technology concierge” where members of the BC community enjoy a support experience that is customer focused, personalized and intuitive.
  • Create ongoing customer service training programs for both support personnel and key ITS partners.
  • Secure yearly benchmarking activities with key partners in higher education as well as vertical industries such as hospitality and healthcare.
  • Continue developing the ITS Service Catalog to provide an intuitive, customer-centric self-service tool for all ITS services.
  • Continue work with the Office of the Provost, Library and IDeS 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 protocols based on industry standards.
  • Review existing service and support procedures against the ITIL framework, perform gap analysis and define specific plans for improvement.
  1. Develop internal collaboration for the purposes of service improvement.
  • Create collaboration teams for the purpose of generating actionable improvements in the areas of Customer Relationship Management, Customer Intelligence and Analytics, Continual Service Improvement and Research & Development.
  1. Improve both ITS-internal and external communication.
  • Create a strategic communications plan for ITS.
  1. Improve ITS service culture.
  • Develop regular internal training opportunities for the purpose of creating a consistent approach to service excellence.