OIT’s mission is to provide information technology leadership, services, and innovative solutions to promote the research, education and community service goals of the University. To fulfill that mission, we also have to solve your IT problems and fix IT services which are not working properly.
OIT recently deployed a new service platform – a software system to help us more reliably log, assign, follow, and resolve IT problems, and better communicate progress with you. This software is built upon ServiceNow, an industry standard IT Service Management platform. We are calling our implementation OIT Service Desk to reflect the teams within OIT who answer questions, resolve incidents, fulfill requests, and develop new tools and services.
Nothing needs to change in how you ask for help. You may still call or send email to OIT. However, you will see – or may already be seeing – email messages with a new layout, and you can use those messages to follow your issue or communicate with us. OIT Service Desk email messages will notify you when a request has been created, when new information is available (or needed from you) and when your issue is resolved.
In addition to getting email from the system, allowing you to follow the progress of your request, OIT Service Desk provides a web interface where you can review your tickets, or even make new requests and report problems.
This is a multi-faceted system. We have begun by implementing support for requests for help, or reporting services which aren’t working properly. Over time, more features of the system will be configured and deployed so that IT Service Management at UCI will become more integrated and fluid, making it easier for you to get the IT services and support you need.