NTNU is in the process of digitalizing the service management function. Providing a single point of contact for covering all NTNU services is essential, handling user inquiries like reporting errors, requesting help, ordering new or changed services, or ordering equipment from our net store. This contact point must very quickly clarify what the enquiry concerns. To streamline user inquiries, mechanisms based on machine learning should be used in the analysis of user input and in the primary dialogue with the user. If digitalized aid fails to assist the user, the request will be routed to the relevant helpdesk for manual support. This way the number of manual requests will be reduced, increasing the opportunity for providing value increasing user support. This effect is expected to increase as the knowledge base for the self-help portal grows and users get accustomed to the new service management routines. NTNU would like to procure an enterprise service management-system for this purpose.

NTNU is in the process of digitalizing the service management function. Providing a single point of contact for covering all NTNU services is essential, handling user inquiries like reporting errors, requesting help, ordering new or changed services, or ordering equipment from our net store. This contact point must very quickly clarify what the enquiry concerns. To streamline user inquiries, mechanisms based on machine learning should be used in the analysis of user input and in the primary dialogue with the user. If digitalized aid fails to assist the user, the request will be routed to the relevant helpdesk for manual support. This way the number of manual requests will be reduced, increasing the opportunity for providing value increasing user support. This effect is expected to increase as the knowledge base for the self-help portal grows and users get accustomed to the new service management routines. NTNU would like to procure an enterprise service management-system for this purpose.