Client Services provides quality help desk and incident management service. As the main client facing section in ISD, our goal is to resolve issues upon first contact. If issues are not able to be solved upon first contact, our client service team will ensure issues are managed to resolution. Moving forward, Alabama State employees will benefit from ISD’s renewed client focus. Our goal is to maximize IT service management (ITSM) systems to deliver a quality product to our clients.

Point of Contact: 334-242-3134

Service Desk

ISD is dedicated to enhance the client’s experience. Our Client Services Support Center is at the forefront of this renewed approach. clients will benefit from the major facelift in the applications we use and how we communicate with our clients. To better serve clients, we are fully embracing ServiceNow, a comprehensive IT Service Management application that is fast becoming an industry standard. It is our tool of choice to create and track client requests, incidents, and problem management issues.

ISD’s Support Center communications were upgraded with a state of the art VoIP Call-Center system combined with an integrated state of art call center monitor. A skills based menu system directs clients to agent with the best experience with the intent of first-call resolution.

Our Client Service VoIP system displays data that gives the agents view of significant information, such as: call volume, call waiting queues, abandoned calls, and availability of agents. The 60 inch call center monitor provides real-time analysis on call center agents. Analytical information such as wait time and abandoned calls offer important information to help us improve the client’s experience.

Point of Contact: 334-242-2222

Service Now

Our client focus approach utilizes the enterprise-wide configuration and implementation of ServiceNow.

ServiceNow is the leading SAAS-based Service and Operations Management solution providing the ability for end-to-end visibility into processes and infrastructure for every client encounter. We are fully embracing the functions and features of this enterprise tool with a primary focus on the following components:

  • Service desk Incident and Problem reporting
  • Change and Configuration Management
  • Service Catalog
  • Client Self-Service
  • Reports and Performance Analytics
  • Business Service Mapping (BSM)

Service Now consolidates Service Desk, Incident, Request and Problem Management; Configuration, Asset and Change Management; Contract Management, IT Cost and Assessments into a single platform and system of record.

Client Portal (Coming Soon) - Client Portal that provides our clients access to ISD’s instance of ServiceNow where they can see report Incidents, request items from our Service Catalog, search for articles in the Knowledgebase and check the status of open tickets.

Point of Contact: 334-242-3134

Client Relationship Management (CRM)

The Office of Client Relationship Management provides ISD clients with a person to contact for any technology question or concern. The Client Relationship Managers (CRM’s) provide personalized service to client agencies by being their advocate for issues and a one stop shop for questions concerning ISD and technology. The CRM’s provide assistance with any ISD existing service and also assists agencies with technologies that ISD does not provide by helping locate vendors and/or possibly working toward ISD providing the service. The CRM’s primary goal is to fully understand the client’s business needs and work towards finding enhancements and solutions through technology.

Point of Contact: 334-242-2222

Desktop Support

Our desktop support team provides service for tablet, laptop and desktop equipment. Our team efficiently responds to request and incidents for clients within the Finance Department as well as special clients outside of the agency. Our team controls all installation and setup of client machines and ensures users have access to the infrastructure services necessary for business operations.

Our desktop support team maintains topnotch control of the machines through standard naming conventions and accurate configuration management control through ServiceNow. As we move forward with implementation of the “Standard Desktop Configuration” we will improve the sustainment of our client’s laptop and desktop machines.

Point of Contact: 334-353-0686

Change Management

Clients will experience improved services as a result of ISD’s “Change Management” program. Change management and configuration management are the foundation for a reliable IT infrastructure. Our emphasis on these IT management principles allows ISD to provide economical solutions to state agencies with an exclusive focus on individual clients. The core principles are:

  • Focus on our clients by improved management of business services provided to the State of Alabama
  • Introduction of industry best practices to control the IT infrastructure
  • Reduction in unforeseen impacts to client services
  • A life cycle approach to change management

The way forward is exciting as we exploit the functions and features of ServiceNow to strengthen our change and configuration management program. As we move forward you can expect to see…

  • Incidents and Change requests traceable to IT services and technology
  • Transparency in ISD infrastructure management
  • Improvements in the message content and delivery mechanisms

Point of Contact: 334-353-1083