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Information Technology presents service-level targets; seeks to shorten ticket resolution and expand PMO capability
Summary
The county's Department of Information Technology told the finance committee it plans to shorten help-desk resolution time, improve first-call resolution and expand its project-management office (PMO) functions to better support multi-department technology projects and modernization.
Loudoun County's Department of Information Technology briefed the Finance Committee on Sept. 9 about recommended service-level improvements for the service desk and project management office (PMO).
Nate Wendland, the county's chief information officer, said DIT supports more than 40 agencies, roughly 500 line-of-business applications, 15,000 users and over 200 locations, including Loudoun County Public Schools. Wendland said the department currently resolves tickets in an average of about…
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