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Service Management Platforms

Northwestern’s IT Service Management platforms include Northwestern’s primary ticketing and ITSM system. Teams can use this platform to manage service request and incident intake, triage, and management; plan and and approve changes to IT systems and infrastructure; and receive and respond to customer feedback.

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Features and Benefits

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 management needs include: Weinberg IT, Feinberg IT, Office for Research IT, and Law IT.

Available to

Cost

University groups looking 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 via consultant@northwestern.edu for more information.

Request Service

To request this service please email consultant@northwestern.edu.

Support Resources

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.

Last Updated: 1 March 2019

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