Service & Remedy Enhancements

Last year ISC made broad operational changes and introduced new tools to help us better meet the evolving needs of our clients. This initiative, called the Priorities Program, was made up of three interrelated projects: Billing, Finance & Funding (BFF), Client Intake, Follow‑up & Reporting (CIFR), and Services.

    1. BFF
      • We simplified our cost models and billing structures, migrated all billing to Apptio, and established the PTIC committee to develop and recommend IT funding strategies.
    2. CIFR
      • We upgraded our ticket management system (Remedy), redesigned business processes to improve client experience, and developed key metrics to evaluate performance.
    3. Services
      • We developed a governance model to address all phases of the service lifecycle and developed Service Level Agreements for all 51 client-facing services.
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