The IT Service Manager 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, search a Knowledge Base for solutions to common technical issues, and much 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 Service Manager 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. Watch the video below to see how the University Community can now search for technical information in the IT Service Manager.
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 University Information Technology (NUIT), Project Café, Student Enterprise Systems, University Enrollment, and University Relations services. Additionally, Weinberg College of Arts and Sciences IT, NU Library IT, and Office of Student Affairs IT will have their own self-administered workspaces integrated within the IT Service Manager to better facilitate technical issue resolutions across the University.
Other University groups wanting to manage their support workflows using the IT Service Manager must purchase licensing to either join the IT workspace administered by NUIT or create an independent workspace that links to the other workspaces but is administered autonomously. 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.
NUIT Support Center
Central service desk for students, faculty, and staff.
Submit a Support Request
Last Updated: 21 June 2013