Jitbit

Service Group

Faculty/Staff 

Service Dependencies

Ethos Single Sign-On and Internet

Service Department:

Operations and Enterprise Management

Service Description

Brief Description:
Jitbit is a help desk ticketing software the college uses to provide IT service management support to students, faculty, and staff.
Features:
Jitbit is used for ticket creation and management, notifications, and IT service reports. 
Available Hours:
Jitbit services are available 24/7.

Help

How to Access:

FAQ's:
None


SLA

All service level requests will be initially handled by the Service Desk. 

Priority Levels and Response Times:
A priority system will be applied to all calls and tickets by the Service Desk and routed to the appropriate department according to the following criteria:
Priority, Impact, Definition, Response Time, and Resolution Time

Priority: 1
Impact: Critical
Definition: A number of college systems impacted or affects multiple people significantly
Response Time: Within 30 minutes
Resolution Time: 4 business hours or until fixed
Priority: 2
Impact: High
Definition: Affects small number of people significantly
Response Time: Within 1 business hour
Resolution Time: 10 business hours
Priority: 3
Impact: Normal
Definition: Affects small  number of people, but work can still be performed
Response Time: Within 3 business hours
Resolution Time: 24 business hours
Priority: 4
Impact: Low
Definition: Affects One person, but work can still be performed
Response Time: Within 1 business day
Resolution Time: 48 to 72 business hours

Status


Report a Problem

Problems with this service should be reported to the ITS Service Desk. The Service Desk is available Monday-Friday 8:00am-5:00pm. You can contact us directly by calling 704-216-7200 or by visiting our Service Desk Portal site. A ticket will be created to track this issue and provide further communications. 

Documentation

None
Creation date: 1/18/2022 4:03 PM      Updated: 6/13/2023 12:21 PM