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.
