Enterprise Portfolio Management & Customer Engagement

Enterprise Portfolio Management & Customer Engagement
Service desk staff member helping a customer on the phone
Enterprise Technology Help Desk 

The Enterprise Technology Help Desk provides a single point for all USNH community members to report issues, make inquiries and request access to technology services.  By engaging with the Help Desk, customers may be assured that their needs are acknowledged, classified and documented for efficient follow-up and resolution. 

The unified Enterprise Technology Help Desk team operates 7-days a week, around the clock.  Support is provided via several modalities: 

  • Phone 
  • Online Service requests
  • Web-Forms
  • On the three residential campuses (KSC, PSU & UNH), walk-up support is also provided.

Services provided: 

  • Tier 1 technology support and problem resolution 
  • Creation and curation of knowledge base “How-do” documentation 
  • Information gathering and triage 
  • Application testing and usability 
  • Incident Coordination and Problem Coordination 
Student getting IT support from the Service Desk walk-up

 JoAnn Guilmett
Director, Help Desk Services

Enterprise Desktop Management & Business Application Support  

Enterprise Desktop Management & Business Application Support provides professional, courteous, and timely delivery of enterprise software and computer lifecycle management onsite and remotely. Our mission is to serve the students, academic faculty, staff, and the community with a secure, reliable, cost-effective computing environment. 

Services provided: 

  • End-to-end faculty and staff computer procurement/lifecycle management 
  • Student lab and cluster hardware/software deployment support 
  • IT Depot walkup support for repairs and troubleshooting consultations 
  • Enterprise business application support, integration, and training 
  • Safe electronic equipment disposal (SEED) of institutional equipment  
Students working together on laptops in a computer lab

 John Mourikas
Director, Desktop Services

Lean Process Improvement

Lean process improvement is an approach focusing on continuous improvements, simplifying processes and innovative ideas that create great results.  From launching new initiatives to analyzing long-standing business practices, we're dedicated to building strong teams and processes that inspire success across all campuses within the University System of New Hampshire. 

Services provided: 

  • Lean Certification Training 
  • Lean Mentoring Programs     
  • Lean Discovery Sessions 
  • Transformational Projects  
  • Lean Consulting Services  
  • Project Management Partnership  
Stock photo of two puzzle pieces with shaking hands
Project Management

The Project Management Office provides strategic portfolio planning and project governance across the university system. Additionally, the PMO provides project management consulting, training, tools, processes, and artifacts needed to successfully manage strategically-aligned projects. 

Services provided: 

  • Project Portfolio Planning 
  • IT Project Management and Governance 
  • Project Management training and mentoring 
  • Project Management tools and templates   
person using a laptop