UITS Takes the Guesswork Out of Getting Support

On Monday, August 4, University Information Technology Services (UITS) reached a significant milestone in delivering a more unified, user-centered support experience across the university. This achievement was made possible by our streamlined organizational structure. Although the initial change may be nearly invisible to the thousands of end-users, support teams will immediately see the benefits: a more intuitive and efficient workflow for managing support requests.

Leveraging the Service Operations Workspace (SOW) in ServiceNow will streamline and modernize support processes across our growing IT enterprise. The SOW is a customized user interface that offers a more intuitive and efficient way to navigate the ServiceNow platform. It also enables better collaboration among the various UITS teams by providing a shared view of information. As UITS has expanded and evolved, so has the vision for a cohesive intake and triage model, now brought to life.

Getting support is now as easy as submitting a request through the Service Portal. Based on your login, the request will be automatically routed to the IT team that knows you best, saving time and reducing guesswork on who to contact.

For units already using other ticketing systems, additional planning and coordination will be needed over the following months before full integration into the unified platform. That next step will depend on close collaboration, knowledge sharing, and a commitment to ensuring a smooth, uninterrupted transition for all.

Leading up to go-live, dozens of IT professionals participated in testing and hands-on simulations of the new workflow. A June workshop gave support staff a valuable opportunity to become familiar with the new system and build confidence ahead of the rollout.

A sincere thank-you and congratulations to everyone who contributed their expertise, time, and energy to making this launch a success. This change improves how we deliver support today and sets the stage for an even more responsive, consistent, and scalable support experience in the future, especially for areas with limited IT resources.