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IT director and auditor’s office review ITD consolidation, ticket backlogs and service levels
Summary
IT Director Margaret Brisbane and commission staff told the ad hoc committee May 15 that consolidated IT services aim to provide standardization and backup resources, but ticket data show a wide spread in closure times and staff pledged follow‑up analysis.
The ad hoc committee examined the county’s consolidated Information Technology Department May 15 after commissioners raised concerns about ticket response times, prioritization and billing for enterprise departments.
Margaret Brisbane, ITD director, described a 12‑year consolidation effort intended to standardize services and provide resource backups across departments while leaving department subject‑matter staff in place. “Although we are consolidated, we have left in place the teams that were there before,” she said, adding that consolidation provides backup resources so departments are not left…
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