What’s new in ITS? Coming fall 2019, The University of Toronto will be launching a new product called the Enterprise Service Centre. The Enterprise Service Centre is expected to streamline and track over 38,000 ITS enquiries. The Enterprise Service Centre website will be the most noticeable change to our broader University of Toronto community. Clients will be directed to the Enterprise Service Centre to access HR and IT services. When clients need help accessing IT services, and reporting technology related issues, They will start in the IT Service Centre. In the IT Service Centre, clients can access the knowledge base. Request items by filling out forms from the Service Catalogue and submit questions or issues by using the get help form. What is the knowledge base? The IT knowledge base contains technical and procedural or how-to articles available to staff and the wider community. Knowledge will be integrated into the IT Service Centre to provide immediate information and solutions to the broader University Of Toronto community and to encourage self-service and transparency. What is request management? Request management is made possible through the new service catalogue. The Service Catalogue will contain online forms that allow clients better access to services. Clients will be able to request access to student and administrative systems, as well as request a consultation on applications such as SharePoint Online. When a request is submitted, it will be immediately sent to the appropriate fulfilment group within the system. The IT Service Centre also enables service providers to communicate directly with the requester, providing a friendly and seamless user experience. What is incident management? The new “Get Help” form routes incident submissions based on the type of issue to the right people who can help. ITS staff who currently use a variety of ticketing systems such as Web Help Desk, will be moving to the incident management module in the coming months. What is the value? ITS is working to serve the broader University of Toronto community better by introducing modern, agile tools that enable efficient service delivery. The Enterprise Service Centre, based on the ServiceNow platform, has provided an opportunity for ITS to move unstructured and paper-based processes into organized and intelligent automated workflows. ITS is looking to continually improve and optimize services to demonstrate a commitment to service excellence. For more information, you can visit our project website

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