Client Services and Support

The Client Services and Support (CSS) unit provides and promotes a client-facing, service-oriented environment for the campus community. The unit has a focus on support and services for the campus. 

If you have a question about this unit, please contact Interim CSS Director, Melanie Douglas at (831) 459-5568.

CSS high-level unit goals are:

1. Customers understand the service offerings and delivery. CSS provides predictable and consistent service delivery and support.
2. CSS continuously improves the delivery of services to the customers. 
3. CSS is a high-performing, customer-centric and team-oriented organization.

Support

The ITS Support Center provides assistance, information, and referral for all ITS services. We connect clients to ITS technicians to provide services, answer questions, and resolve computing problems as quickly as possible. We also deliver desktop support services, account services and facilitate access to software with UC educational/volume discounts.

Services

The ITS Service Managers in CSS manage the lifecycle of IT Services to enable and promote a service-oriented view. They strive to provide clear service offerings to clients/customers, and align teams to offer services predictably and consistently. The Service Managers work collaboratively towards these objectives by answering the 5 Questions for services:

For Clients
1. What is the service, and how do I get it? 
2. How do I get help? How do I use the service? 
3. What does it cost?

For ITS
4. How do we support this service? 
5. How do we provide this service?  

CSS role is highly collaborative. They work with all other ITS units to connect with clients, incorporate campus priorities and frame all-inclusive services. Their work is increasingly rooted in an overall Service Management framework based on ITIL best practices.

We manage IT Request, which is the Service Management tool for clients to request help or services.

More information on service lifecycle and an IT Service Management toolkit can be found at: http://its.ucsc.edu/itsm