Remedy Replacement System

Project Description

An effective incident-management system is a critical component of our overall IT service and support system. Chico’s centralized service request system in support of Faculty and Staff has been in place on campus for many years, allowing for a more streamlined centralized customer experience for computing, phone, networking, accounts, and security issues.

The Remedy Service Request System is shared by several Information Resources service groups (USRV, STCP, TSRV, NOPS, ESYS, COPS) for tracking customer and project service requests. The system has been in use since 2000 and is antiquated, expensive, and cannot be customized further to meet changing business and reporting needs.

The system does not serve the campus customers in any proactive or self-service manner. Customers cannot enter or track their own Service Requests; there is no knowledgebase functionality to allow for self-directed assistance; there is no survey mechanism to measure the performance of the units that provide service; and there is no ability to add value with technologies such as our ACD system or IM technologies, etc.

The key Remedy users/stakeholders concluded that the Remedy system was ineffective and in need of replacement. Information Resources does not have the dedicated programming resources available for development or maintenance of another non-standard, customized application. The only feasible option is to first determine baseline workflow, service level, and reporting requirements of our units and second to evaluate existing applications. An RFP will be issued to determine which product to purchase after which an implementation schedule will be established.

Project Overview

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