Feedback and Escalations Process - Staff & Students
This process is to enable the customer to feedback or escalate on any items or the service they have received from IT Services via the raising of an Incident or Service request to help to improve out service provision.
Requirements
ServiceNow ticket reference number
Criteria
- IT were unable to resolve the issue
- Service Failures
- Poor Service for Tickets
- Delays in response/resolution
- Unsatisfactory resolution
- Tangible, adverse impact to your programmatic or operational activities
Workflow
Escalations and Feedback Process [PDF 325KB]
*Please do not escalate directly to the ITS Lead Team.
Requirements
ServiceNow ticket reference number
Criteria
-
Feedback on Service Desk ticket management,
-
Feedback on general IT Services,
-
Positive or negative feedback.
Workflow
Escalations and Feedback Process [PDF 325KB]