Future of End-User Support

Technical Report · Tue Aug 01 04:00:00 EDT 2023

DOI:https://doi.org/10.2172/2430380· OSTI ID:2430380

Wei, Jane Wen ^[1]

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1. Sandia National Lab. (SNL-NM), Albuquerque, NM (United States)

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.

• Research Organization: Sandia National Lab. (SNL-NM), Albuquerque, NM (United States)
• Sponsoring Organization: USDOE National Nuclear Security Administration (NNSA)
• DOE Contract Number: NA0003525
• OSTI ID: 2430380
• Report Number(s): SAND--2023-08028
• Country of Publication: United States
• Language: English

Related Subjects

97 MATHEMATICS AND COMPUTING