IT Service Manager
The IT Service Manager (powered by BMC FootPrints Service Core) is Northwestern University's secure, web-based tool for efficiently submitting, tracking, and managing technical support requests. The University community can use it to submit technical support requests, track the progress of open support requests, view any previously submitted requests, resubmit closed requests and more.
Convenient Technical Support
University users can request technical support by clicking Submit a Support Request below. Once logged in with their NetID and NetID password, they may submit a new request by clicking New Request on the menu bar. University members may also use the IT Knowledge Base to find answers on their own to technical setup or usage questions. Users will need to register with their NetID and NetID password the first time they access the system.
Click here for a short video showing how to submit a support request using the IT Service Manager.
The Knowledge Base is an online information center for University technology services that allows users to find their own answers to common technical issues.
Step-by-step support solutions, setup instructions, and general service information content can be searched and is updated on a continuous basis. Three services are available in the Knowledge Base: Course Management/Blackboard, Northwestern Wireless, and Virtual Private Network (VPN).
The IT Service Manager is available to University users needing technical support for Northwestern Information Technology (IT), Student Enterprise Systems, University Enrollment, and University Relations services. Additional groups leveraging this tool for IT service managment needs include: Weinberg IT, Feinberg IT, Office for Research IT, and Law IT.
Other University groups wanting to manage their support workflows using the IT Service Manager must purchase licensing to join the IT workspace administered by Northwestern IT. Please submit a support request through the IT Service Manager for this service.
Streamlined Agent Workflow
While the IT Service Manager allows users to better track and submit technical support issues, it also enables University technical support agents to streamline request submittals and management workflow. This ultimately increases support efficiency for the University community while simultaneously reducing service restoration times.
There are several training documents available to assist agents managing support requests in the IT Service Manager.
- IT Service Manager Quick Reference Guide
- IT Service Manager Agent Manual
- IT Service Manager Reporting Appendix
- IT Service Manager Tips & Tricks - March 2013
- IT Service Manager Tips & Tricks - June 2013
Agents may also watch the following videos on how to perform basic IT Service Manager tasks.
Last Updated: 30 January 2017Get Help Back to top