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Incident Management: If you are experiencing a problem with technology, we can troubleshoot and resolve it quickly so you can resume your work. 

Service Request Fulfilment: We process and fulfill your request for central IT services, such as Canvas, Duo, or O365.  For a full list of IT Services Requests, please visit our Tools & Resources page. 

Service Navigation: We help you navigate the ecosystem of IT Service providers at the University to connect you with the resources you need.

IT Service Reporting: We capture metrics, share data, and provide insights for IT service owners and partners to help drive continuous improvement. 

Change Management: Are you planning a change to your IT Services?  We can help make the change successful by ensuring end-users are informed and supported. 

• CU Anschutz Medical Campus 
• CU Denver Campus 
• Campus Affiliates 
  CU Medicine 
  UC Health 
  Children’s Hospital 

Phone 

• Average Speed of Answer ≤ 30 seconds 
• Abandoned Rate: ≤ 5%  
• Resolution or Escalation time: 48 business hours 

Chat 

• Average Speed of Answer: ≤ 30 seconds 
• Abandoned Rate: ≤ 5%    
• Resolution or Escalation time: 48 business hours 

Email 

• Response Time:  
  • Priority 2 ≤ 2 business hours 
  • Priority 3 ≤ 4 business hours 
• Resolution or Escalation time: 48 business hours 

Total Incidents

• Closed/Resolved Percentage: ≥ 80%