The use of an Online Student Query System using an ITIL approach at CPUT, Department of Information Technology
AbstractStudent's queries play a significant role in improving the service delivery for IT students at CPUT Department of Information Technology. It is imperative to know how to handle student requests efficiently. Currently student's lodge their complaints, selecting from a list of topics their query gets captured, the student query might not get addressed on time or in a certain time frame to support ITIL-based continual service improvement. This study will look at implementing the key service-level processes of ITIL and discuss how to integrate it successfully.