ITS IT Ticketing System

May 15, 2012

To: UCOP Community
From: Shirley Bittlingmeier, ITS Client Services Officer

Starting May 24, ITS will begin using a new ticketing system and portal, called the IT Service Hub. This system not only will streamline our internal management of trouble tickets, but also will offer tools that you should find very useful for interacting with the Service Desk and resolving issues.

Customer Benefits
Through the IT Service Hub, you will be able to easily

  • Check the status of your open Service Desk tickets - no more wondering what's happened to your request!
  • Report incidents and make requests - you also may continue to e-mail or call the Service Desk directly
  • Complete feedback surveys after each ticket is closed - give us input we can use to improve service!
  • Get tips about fixing common problems - sometimes its quick and easy to fix something yourself
  • Find up-to-date system outage news - one place to get information if e-mail is down

Training
We will hold two training sessions on May 21 on using the IT Service Hub. In the training, well provide an overview of the portal and walk you through key features, such as checking ticket status or reporting incidents.

You may attend a session in person or via ReadyTalk webinar. Seating for the in-person session is limited to the first 35 participants.

  • Date: May 21, 2012
  • Place: Franklin 5320
  • Times:
    • 11:00 noon
    • 4:00 5:00
  • Webinar:

Following the launch of the ITS Service Hub, brown bag sessions will be held to answer questions, provide tips, and gather feedback. You may attend the brown bags in person or via ReadyTalk webinar:

  • May 29, 1:00 2:00, Franklin Lobby 1
  • June 7, 11:00 noon, Franklin Lobby 1
  • Webinar:

Behind the Scenes
ITS is excited about the new ticketing system because we believe it will help us provide better and faster customer service. Besides the tools it puts in your hands, behind the scenes IT Service Hub will

  • Automate and streamline ticket generation, ultimately leading to faster resolution
  • Provide us immediate feedback about the quality of our support via customer surveys
  • Enable better integration among the technical units to resolve tickets expeditiously

Please be sure to attend a training session, and look for additional information closer to the launch date.