NTNU would like to digitalise the reception place for user enquiries. The users of NTNU´s services shall have one place to apply to for all types of need for support, whether they are registering an error, requesting help in use, ordering changes, etc. This contact point shall very quickly clarify what the enquiry is about. This shall happen via a self-help portal. Needs that cannot be solved in the digital dialogue shall be routed to the relevant help-desk for manual support. The number of manual processes will thus be reduced and this will give executive officers more time to give value increasing support to users. This effect is expected to increase as the knowledge base for the self-help part is built up.

NTNU would like to procure an Enterprise Service Management-system for this purpose.

NTNU would like to digitalise the reception place for user enquiries. The users of NTNU´s services shall have one place to apply to for all types of need for support, whether they are registering an error, requesting help in use, ordering changes, etc. This contact point shall very quickly clarify what the enquiry is about. This shall be done by a self-help portal that uses digital mechanisms to analyse and have a dialogue with the user. Needs that cannot be solved in the digital dialogue shall be routed to the relevant help-desk for manual support. The number of manual processs will, thus, be reduced. This effect is expected to increase as the knowledge base for the self-help part is built up. In the long-term the service will also be able to provide better support to show the service catalogue and make it more available, contribute to management support, etc.

NTNU would like to procure an Enterprise Service Management-system for this purpose.