Central Location for IT Service Requests, Support, and Status
The new IT Service Management (ITSM) Portal is replacing several disparate systems and offers a single gateway and streamlined access to the IT services you need.
In December, Northwestern IT is introducing a new ITSM Portal, built in the TeamDynamix platform. Users will be able to submit and monitor tickets related to technology support, locate answers and self-service solutions to common questions, view and make selections from the catalog of IT services, and find up-to-the minute information on IT service updates, including maintenance and unplanned outages.
Changes and Enhancements
Take a look at the changes and enhancements the new ITSM portal will soon introduce.
The IT Service Catalog is where you find technology resources and service offerings available at Northwestern. In the new portal, the catalog will be revamped to make it easier to navigate and request available service offerings.
- Some service names will be updated to introduce more user-friendly technology language.
- Service descriptions, eligibility, cost, the process for requesting service, self-help resources, and support contacts will be available in one location.
- Service request forms and workflows are being refreshed with ease and efficiency in mind.
The FootPrints tool for technical support tickets will be retired, making way for an enhanced user experience.
- Through the new portal, Northwestern will continue to provide the University with a secure, web-based tool for efficiently submitting, tracking, and managing technical support requests.
- Integration and collaboration across central and school and unit based IT teams will improve, allowing for faster and more efficient work to resolve user-submitted support tickets.
- Users will have more streamlined access to track the status of their tickets.
The Northwestern IT Knowledge Base is being modernized to improve the way users locate answers, on-demand training, and self-service solutions for troubleshooting common technology issues. Enhancements include:
- Improved tagging will sync knowledge articles with related services.
- Search functionality designed to aid users in finding what they need.
- Responsive automation to keep more relevant and frequently used articles at the top of search results.
- User ability to rate the usefulness of knowledge articles.
The Status of University IT Services page will be retired, in favor of an advanced service status tool that improves the way system functionality is tracked and reported. A snapshot of the status of IT services will be visible from the Northwestern IT home page and the home page of the IT Service Portal, including a link that opens into Northwestern’s new Statuspage. This new page offers a view into system health, maintenance schedules, and succinct tracking and reporting of any technology incidents or service interruptions.