Office of the Vice President for Global Communications

Monday, August 5, 2013

ITS & ServiceLink: Improving customer service for campus

On Thursday (Aug. 8), Information and Technology Services (ITS) will launch a new cloud-based service management system called ServiceLink.

The new platform will allow the ITS Service Center to better assist people by giving support staff faster, more reliable access to data, records and knowledge resources. "ServiceLink will help us deliver the exceptional 'wow' customer service that we aspire to, as well as improve productivity and reduce operational costs," says Holly Nielsen, the ServiceLink project co-sponsor for ITS.

The roll out of ServiceLink will happen in six major phases over the coming year, with each phase focusing on a different set of support tools and services. The first phase happening Aug. 8 includes adoption of a new service request and case management system.

According to Andrea Stevens, ITS Service Management manager, the transition will be virtually transparent to those who contact the ITS Service Center. “Almost everything that is changing and improving with the implementation of ServiceLink will happen in our backend systems,” Stevens says. “The online service request form on our main help page will be updated, but anyone who calls in or emails 4help@umich.edu will not notice any difference in how they interact with us.”

ITS is collaborating with IT in LSA and Administrative Services Transformation (AST) on the introduction of ServiceLink as part of Michigan IT, an initiative to connect the community of technology expertise and resources across campus. Nielsen says use of a single, campuswide service management application will help create consistent processes that increase efficiency, knowledge-sharing, and common terminology for service management.

"Michigan IT is all about strengthening cross-campus partnerships to deliver excellent, cohesive service to meet evolving campus needs," says David Sweetman, LSA IT project sponsor. "We're excited to work with ITS and AST on the ServiceLink implementation, and we hope this service becomes a foundation in the delivery of future campuswide offerings."

ServiceLink is part of NextGen’s multi-year strategy for changing U-M’s IT service approach and investing in technologies that will advance the university's academic, teaching, research and clinical programs. To learn more, visit the ServiceLink project site and read the FAQ.