Carnegie Mellon University

Continuous Service Improvement

The existing services portfolio within Computing Services creates a high volume of operational support tasks that creates an imbalance in our ability to execute strategic work for the university. To ensure that services remain sustainable and align with current requirements and desired user outcomes a cycle of continuous service improvement is necessary. We will identify high-impact service areas and initiate a Continual Service Improvement (CSI) effort to improve service experience, enhance operational efficiencies, and promote a culture of service orientation and excellence.

Expected Outcomes

  • Increase opportunities for self-service through automation, ultimately expediting resolution time
  • Reduce need for support interaction
  • Increase customer satisfaction
  • Improve operational efficiencies to focus attention on strategic work
  • Enhance actionable service and consumer satisfaction data

Timeline and Milestones

Phase 1: Experimentation and Practice Development

FY22 — FY23

  • Identify service areas that will yield the greatest improvement impact by evaluating support and service metrics (This phase will focus on improvements in Communication and Collaboration services.)
  • Define and plan projects to improve service experience in the following areas:
    • Self-service and automation
    • Knowledge, documentation, and training
    • Service enhancements
  • Use this activity to create a lightweight framework to develop a repeatable CSI practice

Phase 2: Structured Pilot and Improvements


  • Review opportunities to pilot the framework to improve support for Identity and Access related service issues.
  • Expand automated request fulfillment through ServiceNow for common user requests to reduce processing time for key service areas, including Box and Google Workspace.