Service portal feedback forums

UAB IT used feedback from campus IT personnel about the IT service portal to develop a list of changes and enhancements that will improve the Service Portal user experience.

UAB IT has developed an IT Service Portal Enhancement Action Plan which will be presented at review sessions with campus IT.


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Functionality

  • Email notifications are confusing
 -- Customers are receiving emails that ticket has been resolved or closed when work has not been completed.
 -- Customers are receiving emails that ticket has been resolved or closed but email does not contain information on what actions were taken.
--  Emails do not contain ticket description, so customers with multiple open tickets can’t easily identify which issue the email is in reference to.
--  Some emails contain no comments or useful information.

  • Ticket status is unclear (Is it currently being worked on and by who?)
 -- Emails notifications no longer include ticket history.
 -- When a customer accesses an open ticket through Check ticket status on the Portal, the only information displayed is the initial information entered by the customer - no ticket history available.  
  • Departmental IT personnel often create tickets on behalf of their users – it would be helpful to be able to designate customer on whose behalf the request is being made and subsequently be able to search for tickets associated with that customer.
  • Ticket information needs to be easily accessible in a mobile environment because departmental IT personnel are constantly on the move.
Design
  • Ticket nomenclature is confusing (INC, REQ, RITM).
  • In the ticket list view, Requests do not contain description, so customers with multiple open tickets can’t identify one from another without opening them up.
  • In the ticket list view it would be helpful to see all tickets opened within a specified time period, but have the option to search ticket history if customer needs to reference/review an older ticket.
  • Request Service button should link directly to appropriate site for services accessed outside the Service Portal (ex. software downloads)
  • “Request Service” is confusing terminology when ordering a product (like software), because customers may equate service with assistance.

Communication
  • Town hall style meeting is effective to demonstrate major changes.
  • Minor changes can be published to a website, with notification to TimGroup. 



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Functionality


  • Department IT personnel need a different view and different functionality than the average user because they often manage a large number of Incidents and Requests on behalf of their constituencies.
  • Provide availability (at least to department IT personnel) to search by Incident number, Request number and description in ticket list view.
  • Notification process needs to be streamlined – customers should only receive emails that include useful information.

Design

  • Display Additional Comments on the ticket page for both Incidents and Requests.
  • Use consistent terminology (i.e. “order services”, “proceed to check out”, “request more”, etc) from page to page and throughout the order/add to cart/submit request process.
  • Display either the “Update” or “Save” button on the ticket page, rather than both buttons.
  • Add “Return to List” button on the ticket page.
  • Add forward/back arrows to Incident and Request list navigator to allow users with more than 20 tickets to navigate between pages in the ticket list view.

Communication

  • Many customers still don’t know where to go to report a problem or request a service.
  • How will the average user find the Service Portal? Potentially add link to IT home page, under “Quick Links” on uab.edu home page and to UAB app.

IT Operations

  • Since the new Service Portal has been deployed it’s taking longer to get certain requests (software, telecom) fulfilled. With the previous system tickets were forwarded from one IT group to the next, now there seems to be a disconnect between IT departments and the tickets are getting delayed or lost.
  • Some services are taking too long to long fulfill (even before the new Service Portal)
  • WAM approval necessary for services with cost, but services need to be provided in a timely manner. Need to work on a solution to streamline the process.
  • Require current students to register for eNotify so that password reset verification can be completed via text, eliminating issues (ex. longer time to resolution, poor cell reception) resulting from need for callback from AskIT.


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Functionality
  • Users who coordinate IT work on behalf of their constituent group need an improved way to manage records (different list view).
  • Provide IT users with additional information in the ticket view (i.e. assigned to, etc).
  • Provide users the ability to search by Incident number, Request number and description in ticket list view (confirmed high priority from feedback 3/2).
  • Give users the ability to toggle notifications on/off. If portal offers sufficient information some users may prefer not to receive comments via email.
  • Bring UABMC users and email addresses into ServiceNow user lists so that they can create tickets on inbound emails.
  • Provide technical users with a different email notification format than non-technical users.
  • Customers are receiving emails that ticket has been resolved or closed when work has not been completed (confirmed feedback from 2/29).

Design

  • Improve visibility of the search box on the Portal home page.
  • Display Additional Comments on the ticket page for both Incidents and Requests (confirmed high priority from feedback 3/2).
  • Provide a “target fulfillment date” or a “number in queue” type of identification so that customers will not have to ask when service is scheduled to be fulfilled.
  • Customers may have different ideas than IT regarding some of the terminology used in the Portal. Conduct focus group to see if terminology (ex. category names) is intuitive.
  • Create tabs for Incidents and Requests in the ticket list view so that users can toggle between them – would allow a longer list to be displayed on page without scrolling.
  • Allow users to select “open”, “closed” or “all” to be included in ticket list view.
  • Add a “Get Software” button to the Request Something box on the Portal home page.
  • Provide example of what customer should enter in short description field.

IT Operations
  • When customers reply to a ticket they are experiencing a delay receiving responses back from IT.

Last modified on June 28, 2016