Tag Archives: Service Management

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 »

Major ServiceNow upgrade happens October 12

On October 12, ServiceNow will undergo an upgrade to the newest version, New York. This release will add features and enhancements that will impact many users of ServiceNow, including small improvements across the platform. Over the coming weeks ITS will keep users updated about the upgrade and provide information about what parts of the release are compatible with… Read More »

LSA Technology Services launches new website

A year ago, LSA formed LSA Technology Services to: Provide faculty, students, and staff easier access to service and support. Enhance existing services and provide new services that meet college needs. Offer more opportunities to improve LSA Technology Services staff skills and support professional advancement and development. As part of that effort, we recently revised and relaunched our… Read More »

HITS apprenticeship program accepting applications

The Health Information Technology & Services (HITS) Service Desk is searching for students, recent graduates, or other qualified workers to join its entry-level apprenticeship program. The program is a partnership between Michigan Medicine and Washtenaw Community College (WCC). Since it began in 2018, the apprenticeship program has had four employees. This fall, however, the program plans to hire… Read More »

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 »