{"id":4654,"date":"2017-09-28T05:31:12","date_gmt":"2017-09-28T09:31:12","guid":{"rendered":"https:\/\/michigan.it.umich.edu\/news?p=4654&#038;preview=true&#038;preview_id=4654"},"modified":"2024-07-08T06:06:15","modified_gmt":"2024-07-08T10:06:15","slug":"hits-new-service-portal","status":"publish","type":"post","link":"https:\/\/michigan.it.umich.edu\/news\/2017\/09\/28\/hits-new-service-portal\/","title":{"rendered":"HITS introduces new online service portal"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-5127\" src=\"https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2017\/09\/HowHelp_img_090517-e1506590818426.jpg\" alt=\"&quot; &quot;\" width=\"600\" height=\"360\" \/><\/p>\n<p><span style=\"font-weight: 400;\">On September 11, Health Information Technology &amp; 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 \u201c<\/span><a href=\"https:\/\/hits.medicine.umich.edu\/about-hits\/get-help\"><span style=\"font-weight: 400;\">CLICK, CALL, or VISIT,<\/span><\/a><span style=\"font-weight: 400;\">\u201d to request help, as follows:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Click \u2013 <\/b><span style=\"font-weight: 400;\">on the online customer service portal (<\/span><a href=\"http:\/\/help.medicine.umich.edu\"><span style=\"font-weight: 400;\">help.medicine.umich.edu<\/span><\/a><span style=\"font-weight: 400;\">)<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Call \u2013 <\/b><span style=\"font-weight: 400;\">the HITS Service Desk, 24\/7, at 734-936-8000<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Visit \u2013 <\/b><span style=\"font-weight: 400;\">one of three walk-in \u201c<\/span><a href=\"http:\/\/michmed.org\/HMN-locations\"><span style=\"font-weight: 400;\">Help Me Now<\/span><\/a><span style=\"font-weight: 400;\">\u201d locations<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">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 \u201c<\/span><i><span style=\"font-weight: 400;\">How Can We Help?<\/span><\/i><span style=\"font-weight: 400;\">\u201d 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. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">For more information, visit the <\/span><a href=\"https:\/\/hits.medicine.umich.edu\/news\/%E2%80%9Chow-can-we-help%E2%80%9D-hits-improves-customer-experience-introduces-new-online-service-portal\"><span style=\"font-weight: 400;\">HITS website<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>On September 11, Health Information Technology &amp; 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 \u201cCLICK, CALL, or VISIT,\u201d to request help, as follows: Click \u2013 on the online customer service\u2026 <span class=\"read-more\"><a href=\"https:\/\/michigan.it.umich.edu\/news\/2017\/09\/28\/hits-new-service-portal\/\">Read More &raquo;<\/a><\/span><\/p>\n","protected":false},"author":33,"featured_media":5127,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_uag_custom_page_level_css":"","_umich_oidc_access":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_ef_editorial_meta_date_first-draft-date":"1505433600","_ef_editorial_meta_paragraph_assignment":"Current Zendesk users switched to ServiceNow on August 14.","_ef_editorial_meta_checkbox_needs-photo":"1","_ef_editorial_meta_number_word-count":"150","footnotes":""},"categories":[7],"tags":[176,353],"class_list":["post-4654","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-projects-services","tag-hits","tag-service-management"],"uagb_featured_image_src":{"full":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2017\/09\/HowHelp_img_090517-e1506590818426.jpg",600,360,false],"thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2017\/09\/HowHelp_img_090517-125x75.jpg",125,75,true],"medium":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2017\/09\/HowHelp_img_090517-300x180.jpg",300,180,true],"medium_large":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2017\/09\/HowHelp_img_090517-768x461.jpg",665,399,true],"large":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2017\/09\/HowHelp_img_090517-700x420.jpg",600,360,true],"1536x1536":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2017\/09\/HowHelp_img_090517-e1506590818426.jpg",600,360,false],"2048x2048":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2017\/09\/HowHelp_img_090517-e1506590818426.jpg",600,360,false],"excerpt-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2017\/09\/HowHelp_img_090517-200x140.jpg",200,140,true],"themonic-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2017\/09\/HowHelp_img_090517-60x42.jpg",60,42,true],"ioslider-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2017\/09\/HowHelp_img_090517-658x300.jpg",658,300,true],"post-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2017\/09\/HowHelp_img_090517-665x399.jpg",665,399,true],"400x250-crop":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2017\/09\/HowHelp_img_090517-e1506590818426.jpg",400,240,false]},"uagb_author_info":{"display_name":"Glen Sard, HITS Communications","author_link":"https:\/\/michigan.it.umich.edu\/news\/author\/sard\/"},"uagb_comment_info":0,"uagb_excerpt":"On September 11, Health Information Technology &amp; 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 \u201cCLICK, CALL, or VISIT,\u201d to request help, as follows: Click \u2013 on the&hellip;","_links":{"self":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts\/4654","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/users\/33"}],"replies":[{"embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/comments?post=4654"}],"version-history":[{"count":4,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts\/4654\/revisions"}],"predecessor-version":[{"id":5128,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts\/4654\/revisions\/5128"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/media\/5127"}],"wp:attachment":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/media?parent=4654"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/categories?post=4654"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/tags?post=4654"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}