Ten years ago, the UCSF Print Management Program (PMP) became part of the institutional service management ticketing system – ServiceNow. This was a monumental step towards improving the PMP customer experience and assuring that the requested service was attended to and completed in a timely manner.
Before the integration, customers opened tickets by calling the PMP team, describing their copier or printer issues, imitating (in some cases) funky device noises, or submitting user code or address books requests. On the other end of the line, the PMP team member had to manually type the information into a spreadsheet, manually give it a reference number, assign it to a team member, and then manually keep track of the issue until it was resolved.
“The initial swivel-chair process between a notepad next to a phone and spreadsheet on a desktop was fine when the UCSF Print Management Program officially launched in 2011. But once it grew across the different UCSF campus locations, it was clear we would need an online ticketing system, and fortunately we were allowed access to the ServiceNow enterprise service management solution,” says Mario Carmona, general manager, Documents and Media.
Since 2012 all PMP support group members have ticket-management access to the ServiceNow system, making response and support efficient. Thanks to the work done over ten years ago, with our partners from IT (Service Management, HelpDesk, Field Services), a ticket for PMP can be easily submitted by emailing dmpmp@ucsf.edu. The email auto-generates a ServiceNow ticket and gets placed into the queue. Additionally, since the IT HelpDesk uses the same system, their support staff can easily open or redirect printer related tickets to the PMP team.
Our program expansion over the years, now managing over 500 print devices at UCSF, could not have happened without ServiceNow,” says Carmona.
On average the small PMP team has around 25 open tickets daily at different levels of progress. These requests vary from resolving tough paper jams, delivering paper or toner, adding user codes, or making funding changes, to equipment repairs or installing multifunction devices.
