Improved Interactions with the IT Service Desk

When the Office of the CIO initially released the IT Service Management tool in December 2009, it was available to users (mostly incident analysts) via the following address, osuitsm.service-now.com, and linked from the IT Service Desk's primary 8HELP Web page.

As of October 2010, in pursuit of continual improvement, an additional outward facing interface has been released with a more intuitive look and feel and greater accessibility at https://cio.osu.edu/selfservice.

Benefits and features of the new interface include:

- More streamlined view to help quickly initiate a request for assistance with OCIO services
- Ability to view live-time status of individual requests and inquiries
- Pre-populated pull-down lists of items for better triaging of inquiries
- Ability to manage notification preferences and how the Service Desk interacts with you
- Links to interact with the Service Desk either by Web chat or call-back request
- Links to current Account Management tools
- Links to OCIO Systems Status page

Customers throughout the campus community are being directed to use the new URL either from the 8HELP Web page or through direct notification e-mail messages from the IT Service Desk (for assigned or resolved requests).

This message was originally sent to our OSU Technical Community mailing lists with additional awareness about https://cio.osu.edu/selfservice continuing throughout Fall and Winter 2010.

Tagged with: 
Posted in: