Enhanced web support for OpenAthens administrators

Eduserv is delighted to announce the launch of a new, improved service for all Athens and OpenAthens Administrators that delivers dedicated, professional support on a wide range of technical queries.

From 1 August 2008, online access to Eduserv’s Service Desk, an ITIL-aligned* support service will bring significant benefits to busy Administrators, such as:

• A web interface that enables Administrators to raise service calls by topic of enquiry, ensuring that they are quickly assigned to the relevant support team within Eduserv
• Administrators can monitor the progress of all current and previous service calls in one place without scanning their mailbox.
• Service calls can be updated online with more information – these will be sent direct to the technical person dealing with the query
• Administrators will be able to view and update service calls raised by any of their organisation’s sub-administrators.

Support is provided by the internal teams at Eduserv who are responsible for the Athens and OpenAthens services, so Administrators can be sure of an expert and knowledgeable response.

Eduserv recommends that all Administrators with technical queries use the Service Desk as their first point of contact. Administrators with technical queries about their Athens account can access the new Service Desk via a link from the administration area, or log on direct by visiting https://support.eduserv.org.uk/athens and entering their Administrator account credentials. Responses from Eduserv will continue to be sent by email in addition to appearing on the web interface.

* ITIL® (the IT Infrastructure Library®) is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.
http://www.itil-officialsite.com/AboutITIL/WhatisITIL.asp