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  1. Users may find answers on their own as they are linked to to CIT Services, LumiNUS Staff and LumiNUS Student guides and CIT Services guides.
  2. We can quantify, monitor and improve our response times.
  3. Clear allocation of responsibility for tickets.
  4. Forms allow us to collect important information faster.
  5. Common issues can be handled via automation.
  6. Allows us to take a group approach to support rather than relying on individuals.