A question about the IT groups

A question from the comments on the last post:

• "Is there a listing by each IT group showing who their customers are and how much interaction they have (daily, weekly, monthly, yearly)?"
  
  
  • Not across the board. Some of the groups have not felt able to afford the licenses to the help desk software that tracks that stuff, and some have felt that it takes too much time away from solving problems to use the software. All have agreed, though, that in this "changing world," we have to be more accountable. So, we're going to make a budget request to get enough licenses for everyone to use, and then we're going to use them.
    
    On a related note, I mentioned last time that we're exploring becoming more compliant with industry practices in IT service management. Kathy Kral in ITS has arranged for the help desk vendor to give us a demo of their asset management tool on Sept. 25 at 10:30. I'm still working with the person from the Atlanta Local Interest Group (LIG) of the Information Technology Service Management Forum (itSMF) to set up a time when she can talk with us.