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. With this change, the community we serve gets a more intuitive and efficient workflow for managing support requests.

As UITS has expanded and evolved, so has the vision for a unified intake and triage model. Anyone requiring support can go to our service portal for assistance. Once submitted, your request will be automatically routed to the support team that is currently serving you.

Leading up to go-live, dozens of IT professionals, staff and students 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.

For units already using other ticketing systems, you still get your support where you always have. Additional planning and coordination will be necessary in the coming months before fully integrating into the unified platform. 

A sincere thank-you and congratulations to everyone who contributed their expertise, time, and energy to making this launch a success. This change not only improves how we deliver support today, it sets the stage for an even more responsive, consistent, and scalable support experience in the future, especially for areas with limited IT resources.