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Wednesday, March 18 • 10:30am - 11:30am
Next In Line, Please!: Using an Incident Management Tool to Track Reported Library Issues

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As library systems move to the cloud and electronic resources outpace print resources, tracking reported issues can be daunting for any sized library. The University of Minnesota Libraries has creatively and strategically re-conceptualized how to use Service Now (an incident management tool (IMT)) to provide patrons AND staff with a single point of entry for reporting problems. While IMTs are common in the IT sector, their level of adoption in libraries is undocumented. The presenters will discuss incident management, tools and triage, as well as the outcome and impact of making the tool successfully work for the Libraries.

avatar for Sunshine Carter

Sunshine Carter

Electronic Resources Librarian, University of Minnesota, Twin Cities
Electronic Resources Librarian invested in e-resource life cycles, license negotiation and metadata wrangling.

Wednesday March 18, 2015 10:30am - 11:30am
Leonard Center, Hall of Fame Room