On September 11, Health Information Technology & Services (HITS) upgraded to ServiceNow, a move designed to simplify and improve the way requests for IT-related help and services are handled. In conjunction with this change, HITS also began inviting Michigan Medicine users to “CLICK, CALL, or VISIT,” to request help, as follows:
- Click – on the online customer service portal (help.medicine.umich.edu)
- Call – the HITS Service Desk, 24/7, at 734-936-8000
- Visit – one of three walk-in “Help Me Now” locations
The upgrade is the result of a year-long effort by HITS to unify, streamline, and improve the service requests are managed, with a major focus on retiring legacy ticketing systems, and adopting a single, enterprise-wide platform to facilitate improved intake, more consistent tracking, better communication, and more effective follow-up. In addition, the new “How Can We Help?” service portal allows customers direct access to initiate many common requests, such as submitting a request for service or repair, requesting password resets, ordering software, devices, or other items, searching the HITS Knowledgebase, or checking on the status of an incident, request, or order.
For more information, visit the HITS website.
