January 10, 2020, by Chris Finch
New IT customer service platform coming soon
Last year a project was started to replace the current customer service platform (currently Hornbill Supportworks). The project has purchased a new Ivanti Service Management system which includes Change Management and Configuration Management Database (CMDB) features.
This exciting and transformational project will also see changes to the way in which we offer and manage support for IT services at the University by offering a new and more comprehensive Self Service portal. This will replace the use of email as a means of submitting support requests and will enable greater automation, which will help to ensure a swifter and more accurate response and therefore improve the overall customer experience.
The implementation of a Service Catalogue and new Self Service portal is expected to take place during March 2020. There will be more communications and guidance posted here over the coming months.