January 12th, 2021
From Monday 25 January 2021, Information Services will be releasing a new Self Service portal.
As you may be aware, the project to replace the existing IT service management tools is nearing completion. The introduction of our new IT customer service platform (Ivanti Service Manager) in January will have streamlined workflows and tasks behind the scenes to ensure support requests and incidents are directed with greater efficiency.
There will be a brand-new Self Service portal, with a modern user interface and a distinct set of service offerings to pick from.
Information Services have produced some videos that provide details on how to use the new portal – you can watch these here before the switch over in January 2021.
From Monday 25 January 2021, the new portal will be available from any location to make new service requests and to report IT faults.
As a reminder, once the new platform is launched, Information Services will be removing the use of email to raise new IT support requests via the IT Service Desk. Email requests have previously led to long queues and response times and often the information required to resolve is not captured up front and visibility of progress is lost.
There will be a transitional period over five weeks until end of February 2021 where emails to the IT Service Desk will be managed with either instructions on how to raise a request in the new portal or Information Services will log it for you.
After February 2021, the new email requests to the IT Service Desk will not be accepted.
When the new portal goes live, there will be instructions for users who have support calls open within the current Self Service portal.
IT Website project update
Work on re-imagining the current IT Service website continues and we have re-scheduled with a new launch of early March, 2021. While the new Self Service portal has many more service offerings than the current portal, the new website will support users with finding services and making requests.
We look forward to sharing further news with you in the new year.
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