ITSM (Information Technology Service Management) is the system by which DoIT manages the support and delivery of IT services.
Log in to the Service Portal (starting August 3rd) with your NetID and password to report issues or make requests for IT services. Your ticket will be automatically routed to the DoIT team best suited for troubleshooting based on the information you provide.
DoIT uses CA's Cloud Service Management solution to track service issues and requests. Reports on this data allow DoIT to ensure it is providing end-to-end delivery of IT solutions to the University community while maintaining processes for aligning IT services with business needs.
The Service Portal will automatically populate your name, email address, and contact number (faculty/staff only) based on your login. This saves you time when submitting a request and frees up Help Desk staff to spend more time assisting you with your issue/request.
In instances where first level troubleshooting is not necessary, ticket auto-routing will allow users to receive faster access to the appropriate DoIT team to address their concern.
ITSM will provide data to fuel project prioritization, strategy and IT investment. This means problems with services can be more easily identified and resolved, and business needs that are not being met by the current IT Service Portfolio can be addressed through proper funding and implementation.
Incident and Request Management - make requests for IT services or report interruptions of service.
Knowledge Management - expand DoIT's self-service knowledge base to be more comprehensive, including integration within the ITSM solution for easier access.
Configuration/Asset Management - associate devices to users to more quickly determine which device a user is reporting an issue with as well as to track the issues with a device over its lifespan to better determine total cost of ownership.
Change Management - institute more formalized processes for changes to systems and services including approvals and notifications.
Problem Management - improve problem management procedures to more quickly identify problems that result in multiple incidents and bring them to an expeditious resolution.