Tag Archives: Service Management

MRequest (FootPrints) retirement project update

MRequest (FootPrints), a web-based service for the tracking and management of customer support, is on track to retire in three months. As of Sept. 3, 85 percent of all workstations have been retired or deactivated, and the majority of the remaining units will complete migrations in November.  There are a few key dates remaining in the retirement schedule:… Read More »

MRequest (FootPrints) retirement plans continue

MRequest (FootPrints) is on-schedule to retire on December 17, 2021. For the past 18 years, it has offered web-based service tracking and management of customer support and other tasks. The retirement team has been actively partnering with units to determine solutions and, assisting in the creation of migration plans, including archiving data in Dropbox at U-M when needed.… Read More »

TeamDynamix saves the university time, money

In May of this year, ITS released the TeamDynamix (TDX) service management system. TDX was selected for many reasons, including ease of use, accessibility, and flexibility. TDX also arrived with significant cost savings. The benefits of TDX  U-M’s TeamDynamix licensing agreement provides unlimited enterprise licensing and multi-tenant capabilities, allowing for multiple ticketing applications within the U-M Private Cloud… Read More »

Campus units invited to receive Microsoft Premier Support

All technical support staff from campus units are invited to receive Microsoft support services at reduced rates by partnering with ITS in its Microsoft Premier Support contract. By joining the pay2play program, campus units using Microsoft (MS) systems and applications can receive MS Premier Support services, such as unlimited 24-hour access to MS specialists, at highly discounted rates.… Read More »

MRequest (FootPrints) to retire in December 2021

MRequest (FootPrints) is a web-based service that allows central tracking and management of customer support and other issues. It is slated to retire on December 17, 2021.  More than 20 U-M schools, colleges, and major administrative units use the service. While primarily used by campus IT departments, campus units have discovered other uses for MRequest (FootPrints) as well. For… Read More »

Turning chaos into quality: HITS makes improvements during pandemic

By | October 14, 2020

COVID-19 created many challenges for health care organizations like Michigan Medicine as faculty and staff had to balance providing world-class patient care with keeping their colleagues and themselves safe. This transition impacted every department, most notably Health Information Technology & Services (HITS).  “Shifting to a remote work environment is not as simple as taking your computer to a… Read More »

Library IT overhauls its portfolio management system

By | October 12, 2020

Academic library service portfolios are mostly a mix of big to small strategic initiatives and tactical projects. Some are well-defined development projects with a fixed timeline, while others are ongoing support and legacy systems needing IT resources in order to update and sustain them. The needs and aspirations of the service and programmatic areas of the library are… Read More »

LSA Technology Services chooses TeamDynamix to enhance customer experience

By | August 26, 2020

In summer 2019, LSA Technology Services began investigating work management platforms (ticketing systems) as a way to enhance the customer experience. The LSA Technology Services team placed a high priority on increasing collaboration both internally and externally as they evaluated tools, vendors, and software solutions. The team sought out departmental partners across the college and worked with Information… Read More »

ITS to replace ServiceNow with TeamDynamix as part of service management improvements

In 2013, ITS adopted ServiceNow as part of a multi-phase initiative to provide consistent and effective IT service management (ITSM). Since then, ITS has been steadily raising its level of service excellence by establishing several ITSM processes and customizing ServiceNow to meet service management needs. But there was still room for growth and improvement.  User-centric, laser-focused customer service… Read More »

LSA Technology Services Liaison Pilot flying high

This past September, LSA Technology Services launched a Liaison Pilot with roughly 50 units and 20 liaisons. The pilot was designed in collaboration with college leadership to implement changes related to how LSA Technology Services engages with units and leverages technology to positively impact their goals and needs. The pilot will continue through the academic year. What do… Read More »

HITS adds customer service enhancements

Based on customer feedback, Health Information Technology & Services (HITS) recently introduced a number of service enhancements designed to make getting help faster and more convenient — including live chat support, improvements to its service portal, and a new way to schedule appointments at its three Help Me Now drop-in help locations. Live chat support: Customers can now… Read More »

ServiceNow upgrade a success!

We’re pleased to announce that the October 12 ServiceNow upgrade to New York was completed and has been carefully tested. Five small post-upgrade issues were found and these have all been addressed.  In addition, an issue was found with originating emails not correctly attaching. We’re tracking this and plan to implement a fix in next week’s regularly scheduled… Read More »

Profiles in IT: Mike Douglas—Customer experience leader

Mike Douglas has a new role as a customer experience team manager for LSA Technology Services. He was recently interviewed about his work by Teri Horton, senior instructional consultant at LSA. Michigan IT News also caught up with Mike to learn more about his approach to customer service. Empowerment, empathy, and active listening are key ingredients to his… Read More »

Reminder: Major ServiceNow upgrade coming October 12

We are pleased to announce that ServiceNow is on track to be upgraded to the New York version on October 12, 2019. Much of the ServiceNow upgrade is expected to run during the early hours of Saturday, October 12, with Production Readiness Testing (PRT) to be completed prior to 10 a.m. While there technically will not be a… Read More »

Welcome Technology Solutions: New Student Life unit streamlines tech

By | September 27, 2019

Student Life recently launched Technology Solutions—a new unit that aims to streamline day-to-day technology help requests as well as to make consultations for developing new solutions more tailored and user-friendly via Technology Ambassadors. The unit reorganized in January and officially launched its website in early August 2019.

RideAlongs offer insights into ITS’s laser focus on service excellence

The Service Center (SC) RideAlong program started May 2018 and has since hosted almost 40 ITS staff members. Each four-hour ride along shift pairs a SC staff member with an ITS staffer who works outside of the center. The program builds awareness and appreciation among ITS staff members for the quality of the Service Center’s work. These experiences… Read More »