||Remedy Incident Management System is the new solution for recording and tracking all ERP Call Center calls. The ERP project is the first department to implement the new system which allows the ERP Support Desk to record the calls and then submit them to the appropriate department for resolutions, while keeping track of the request. As Remedy is adopted across the District, departments using this system will be able to receive service assignments, resolve requests and close tickets themselves. However, until then, all ERP related calls will have to be routed through the ERP Support Desk.
This is an important improvement to the current ERP Support Desk because this solution, in addition to the hiring of an Incident Report Manager, will help the District monitor ERP incidents and escalate them when necessary. Remedy will improve the School Board’s level of service for ERP across the District for all employees, as well as allow our Support Desk staff to focus efforts where it matters most.