MRequest (FootPrints) has retired. The service was launched over 18 years ago as a low-cost ticketing and customer-service solution. While it saw substantial use on campus, the service had been working with decreased functionality, obsolete code-base, lack of vendor support, and costly U-M customizations. As of late 2020, MRequest (FootPrints) was still in use by more than 20… Read More »
In order to make events like alpaca yoga, Quidditch matches, improv shows, and pierogi cooking nights possible, student organizations across campus often request funding reimbursement from Central Student Government (CSG) to cover various event costs. CSG’s Student Organization Committee partnered with Information and Technology Services’ Support Services team to improve the efficiency of their processing technique. After successfully implementing a ticketing system using TeamDynamix software, turnaround times have been cut in half.
Request (FootPrints) is on track to retire in about one month. As of Nov. 2, over 94 percent of all workspaces have been retired or deactivated, and the majority of remaining units will complete migrations by Nov. 15.
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) is on track to retire on December 17, 2021. Through close coordination with MRequest (FootPrints) workspace owners and administrators, 75% of all workspaces have been retired or deactivated, as of May 17.
Last spring, while the entire world was coming to terms with uncertain “new normals,” growing health concerns, and video conversations interrupted by home life, a project team in Information and Technology Services stayed stubbornly on track and under budget for its May 12, 2020, release date.
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 »
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 »
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 »
Previously targeted to retire at the end of the year, the campus contract for ServiceNow, an IT service management tool, will end early on September 30 to avoid significant licensing costs.
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 »
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 »