August 6, 2013
The customer support work of Kriss Dinkins and the Information Systems department was recently featured in Campus Technology.
The article focuses on Wake Forest’s approach to solving technology problems on campus. Dinkins, the director of knowledge and service support, describes the recent changes made by IS as it gradually adopted the ITIL (Information Technology Infrastructure Library) problem-management approach. Those changes include more focus on identifying trends, establishing a problem advisory board and funding a problem manager position.