DIS | Department of Information Systems

DIS launches new Call Center tool

On Monday, April 19th, DIS will launch the new "Service Desk" tool for the Call Center. The new Incident Management System will replace the former Call Center application HEAT.

Planning for the implementation of Service Desk began more than a year ago. The Call Center needed a more effective call and incident management system, and DIS selected the Service Desk tool in Spring 2009. DIS Teams worked with the vendor over the past several months to enhance the system, adding elements to help us in meeting the needs of our customers.

After the Service Desk launch, all customer data that is stored in the previous Call Center application, will be available for a short period of time. The data will then be archived for future reference. The launch of Service Desk should be seamless to our customers. Thank you in advance for your patience and cooperation as we kick-off the use of this new Call Center system.

Service Desk is based on Information Technology Infrastructure Library (ITIL) Service Management practices. ITIL provides a framework of Best Practice guidance for IT Service Management and has grown to become a widely accepted approach to IT Service Management. If you would like more information regarding ITIL Service Management, please go to http://www.itsmfusa.org/files/u123/V3_Intro_Overview.pdf.

We look forward to working with each of you to provide a system to meet your everyday business needs. If you have any questions or concerns regarding the launch of the new service desk management tool, please contact DIS Call Center at 501.682.4357, 1.800.435.7989, or DIS.callcenter@arkansas.gov.