New IT Service Manager Platform Launching

Posted Date: 22 Jan 2013

Effective Date: 18 Feb 2013

As part of the ongoing Unified Service Center initiative, a new IT Service Manager platform using BMC FootPrints is being implemented to replace the current IT support ticketing system – HP Service Manager. NUIT is also partnering with Weinberg College of Arts and Sciences, NU Library, and Office of Student Affairs to better facilitate technical issue resolutions across the University.

Also launching, is a new IT Service Manager Knowledge Base that will provide solutions to common technical support questions. Three services will be initially available in the Knowledge Base: Course Management/Blackboard, Virtual Private Network (VPN), and Northwestern Wireless. Additional services will be added to the Knowledge Base following a planned deployment approach.

The new IT Service Manager launch will be completed in two phases with the goal of providing better customer service as a flexible incident and problem management tool.

  • Phase 1 (Scheduled for February 2013)
    • Updated self-service portal
    • Improved support ticket handling via email
    • Integrated Knowledge Base for answers to common issues
  • Phase 2 (Scheduled for June 2013)
    • Centralized configuration management
    • Integrated change management processes

Impact on End User

Once the new system is launched February 18, customers submitting support tickets through the IT Service Manager Web portal will find an updated submission interface. The fields required for submitting support tickets will largely remain the same (e.g. Title, Description, etc.) to facilitate a smooth transition for University customers needing technical support.

IT Service Manager agents who currently manage and create support tickets for University technical support groups will create tickets in the new system once the service is launched February 18. Agents will then be given two weeks to close out tickets that are still in progress in the old system.

To learn about the coming features and keep up to date on the progress of the project visit the FootPrints Project Status web page.

Additional Information:
Support Contact:

NUIT Support Center
Central service desk for students, faculty, and staff.
847-491-4357 (1-HELP)
Submit a Support Request