Publications Details

Future of End-User Support

Wei, Jane W.

IT Service Management (ITSM) is an inimitable, ever-changing practice that is critical to all far-reaching organizations, including Sandia National Laboratories. With recent developments in technology and society – spurred by major events like the advent of ChatGPT and the pandemic – it is as important as ever to consider the implications and opportunities for ITSM. This report strategically synthesizes existing information about ITSM structures and examines the current state of Sandia’s service management entity: CCHD. Then, it looks at the emerging state of the world, culminating in CCHD-tailored recommendations for continual service improvement (CSI). Ultimately, the biggest matters to address are staff tenure, ticket documentation, and self-service facilitation. The next step might be to introduce AI to service channels in a non-system-invasive manner, namely a chatbot on the main CCHD page. All would serve to enhance end-user experiences, and by proxy Sandia’s output.