Client Services and Support

Client Services and Support (CSS) 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. 

CSS goals:

  • Provide predictable and consistent service delivery and support.
  • Improve the delivery of services to the customers. 
  • Be a high-performing, customer-centric and team-oriented unit.

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 and align teams to offer services predictably and consistently. 

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.

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

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