DoIT Launches New Service Portal

DoIT's new service portal will make it faster and easier to report issues, resolve problems and make requests.

By: William Welch
Last Updated: March 22, 2017

The Division of Information Technology (DoIT) launched a web portal on Monday, Aug. 3, that serves as a new, single destination for reporting issues and making requests for IT services. The service portal, also known as Information Technology Service Management or ITSM, gives students, faculty and staff an easy way to reach out to DoIT for fast, effective support.

Users can report issues by visiting service.stonybrook.edu. After providing their NetID and password, the system will auto-populate their contact information to save time when submitting a new request. If no initial troubleshooting steps are needed, the ticket will be automatically routed to the appropriate DoIT team to address the issue.

The system replaces the support team email address, supportteam@stonybrook.edu, which required multiple steps to create a ticket. The new system gives users direct access to create their own tickets and immediately notifies someone who can help.

In addition to speed and better customer service, the new system allows DoIT to track tickets in more detail, providing better data to fuel prioritization, strategy and investment decisions. This means that problems with services can be identified and resolved more quickly, and new needs can be addressed with the proper funding and implementation.

These features are just the first part of a long-term project that will eventually allow DoIT to track issues with specific devices over their lifespans, identify large problems more quickly and expand access to self-help information to solve common problems.

The new system ensures that DoIT is providing effective IT solutions to the University and creating the best customer service experiences possible.

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