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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.
Speakers
avatar for Sunshine Carter

Sunshine Carter

CDO (Interim) & ERL, University of Minnesota
Sunshine Carter is the Electronic Resources Librarian and Manager of the E-Resource Management Unit at the University of Minnesota Libraries. She's also, currently, the interim Collection Development Officer. Sunshine is interested in the ecosystem of e-resources from licensing to... Read More →
BF

Betsy Friesen

Director, Data Mgmt & Access, University of Minnesota Libraries
Alma, Alma Working Group

Wednesday March 18, 2015 10:30am - 11:30am CDT
Leonard Center, Hall of Fame Room
  Concurrent Session A (Wed. 10:30-11:30am)

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