Tag Archives: Service Management

Major ServiceNow upgrade happens June 15

On June 15, Information and Technology Services will upgrade ServiceNow to the latest version, Madrid. With the exception of improved accessibility, this upgrade will not result in significant visible changes for ServiceNow users. There will, however, be behind-the-scenes improvements and fixes. The ServiceNow team will post announcements, a schedule, status reports, a list of ServiceNow changes, links to… Read More »

Introducing LSA Technology Services

On August 23, 2018, the College of LSA announced the creation of LSA Technology Services, a new organization that unites the LSA Information Technology, Instructional Support Services, Management and Information Systems, and Web Service teams into a single, cohesive unit. Andrew D. Martin, dean of LSA, and Cathy Curley, chief information officer of LSA, made the announcement. “This… Read More »

HITS uses data to improve customer service and communication

Each year, HITS receives more than 265,000 service tickets from the Michigan Medicine community requesting help with password resets, new device orders, video conferencing, software installations, and much more. Until recently, tickets were collected in two systems, making it difficult for HITS to obtain a holistic view of the types of requests coming in and to use that… Read More »

ServiceLink adds mobile app enhancements and more

Here’s what’s new in the March 15 ServiceLink upgrade: ServiceLink mobile app enhancements We are excited to share changes in the mobile app with you. The app has been available in an unmanaged format, which has made it difficult to use. With this release we’ve updated the interface and added the features below. A screen for all ServiceLink… Read More »

Improving Dearborn IT services end-to-end: Phase I is complete!

By | December 11, 2017

TeamDynamix goes live as the UM-Dearborn IT service management tool on December 13. With this upgrade, campus members will have access to a full use self-service portal, putting ITS and the Service Desk at their fingertips to request services, find answers to questions, or open a ticket to seek assistance.  Visit our Service Desk self-service portal to see… Read More »

HITS introduces new online service portal

By | September 28, 2017

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… Read More »

U-M participation with HDI

By | September 19, 2017

Lisa Callihan (LSA IT customer experience manager) and Michael Morabito (Secure-24 client services manager) presented at the Help Desk Institute (HDI) local chapter meeting on September 14 in Southfield, MI. Their presentation, “Creating the Ideal Customer Service Experience,” was an interactive experience with two industry experts discussing the importance of building a customer service philosophy and culture. They… Read More »