Faculty, staff and students will see a more intuitive, user-friendly and attractive self-service system for engaging help from Information Technology Services, starting Monday, July 20. The long-term goal of this project is to resolve more problems on first contact and to empower more users with the information they need to help themselves.
ITS is replacing the current tool with a new portal because Service Desk Express is no longer being updated or supported by the vendor who created it.
The new tool will offer several new features, including an IT Service Catalog and a new ticketing system for tracking requests and issues. It will also feature a self-help tool called a Knowledge Base to help users answer “How do I?” questions on their own. The Service Catalog and Knowledge Base will be built up gradually. Continuing feedback from students and employees about the most useful subjects will help ITS ensure it is providing relevant and helpful information.
While the entry of trouble tickets will work essentially the same, the new home page will appear significantly different.
Please stay tuned for announcements in the coming months, and please direct any questions or concerns to ITSHelp@mail.wvu.edu.
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