ITS Service Portal
About the Vendor/Presentation:
With the implementation of a new service management platform in March of 2017, ITS began the transition from Help Desk to Service Desk.
“A Service desk is a single point of contact between the service provider (Information Technology Services) and the users (Loyola’s faculty, staff, students, alumni, and guests). A service desk manages incidents and service requests, and also handles communication with the end users.”
These changes are to improve customer service, reduce response time and simplify the process to contact ITS for assistance with an issue or request something new. Along with these changes ITS is adding additional contact methods. Telephone support to extension 8-4 I T S (8-4487 or 773 / 508 – 4487) remains, along with the email address, firstname.lastname@example.org. We have added a new email email@example.com and are announcing our new service portal.
If something is not working as designed, use the “Report an Issue” button, If you would like something added, moved or changed, use the “Make A Request” button and select the corresponding request offering. Finally, ITS has developed a useful Knowledge Base that will provide end users answers to quick questions, hopefully saving you the time needed to log a ticket and wait for a response, “Find Answers”.