New IT customer service platform – coming October 2020


June 22nd, 2020

Last year a transformational project was started to replace our existing IT service management tools.

So far, the project has delivered a new Change Management and Configuration Management Database (CMDB) system.

The existing Self Service portal and IT support tool have served us well over the years but they have not kept up with the times in terms of automation, customer experience and integration to other systems and University processes.

Information Services is pleased to announce that in late October 2020, a new IT customer service platform, Ivanti Service Manager (ISM) will be introduced.

ISM aims to introduce streamlined workflows and tasks to ensure support requests and incidents are directed with greater efficiency and less process waste, which will remove the need to contact the IT Service Desk via email.

A new and more comprehensive Self Service portal will offer:

  • a swifter and more accurate response
  • increase the number of online service requests
  • availability off campus
  • a mobile app
  • improved customer experience

Director of IT Service Delivery, Jason Phoenix said “Introducing Ivanti Service Manager is a key strategic objective for Information Services and is a step-change in Service presentation and customer satisfaction”

IT Service Desk Manager, Jon Cox said “As the Service Desk Manager, I’m acutely aware of the need to gather the right information first time so that the correct solution can be provided as quickly as possible. Also, to automate support requests where possible so that the response, in such circumstances, can be immediate and available 24/7. The Ivanti Service Manager platform enables us to do exactly this and to do it well.”

Nearer the time, Information Services will provide more guidance on using the new IT Self Service portal when it becomes available.

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