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.

AskIT will have special holiday hours over the next two weeks.

All operations — including the walk-up help desk and phone support — will be closed Friday, Dec. 25, and Friday, Jan. 1.

Walk-up support at Sterne Library will be also closed Dec. 26 and 27.

Walk-up support will be available at Sterne Library from 8 a.m. to 5 p.m. Dec. 21-23 and Dec. 28-31 but will close early on Dec. 24 and on Dec. 31 at noon.

Phone support will remain available from 9 a.m. to 5 p.m. Saturdays and from 1 to 6 p.m. Sundays, as well as 7 a.m. to 6 p.m. Dec. 21-24 and Dec. 28-31.
The AskIT Help Desk will have special hours over the Thanksgiving holiday week, Nov. 21-28, 2015.

Walk-up help desk

AskIT's walk-up help desk in Sterne Library will be closed Saturday, Nov. 21, and Sunday, Nov. 22. The walk-up help desk will be open regular hours Monday and Tuesday, Nov. 23-24, and will close at noon on Wednesday, Nov. 25.

The AskIT help desk in Sterne Library will be closed Thursday, Friday and Saturday, Nov. 26-28.

Phone support

AskIT's phone support will be available regular hours every day except Thursday, Nov. 26, and Friday, Nov. 27, when the phone support office will be closed along with the university.
The walk-up AskIT Help Desk will be relocating to Mervyn Sterne Library on Thursday, Sept. 24, to better serve students, faculty and staff.

AskIT will be located on the first floor behind the Sterne Library circulation desk after moving from its current location at the Center for Teaching and Learning. SterneLibraryMap

The move will also bring new hours for the AskIT Help Desk. Walk-in support will be available from 8 a.m. to 9 p.m. Monday through Thursday; 8 a.m. to 7 p.m. Friday; 9 a.m. to 5 p.m. Saturday; and 1 to 6 p.m. Sunday.

UAB IT’s main AskIT Help Desk and call center will remain located in Cudworth Hall.

In addition using the Sterne Library location for walk-in assistance, students, faculty and staff can contact AskIT by submitting an issue via email to AskIT@uab.edu; opening a ticket online at www.uab.edu/askit; and by calling AskIT at 205-996-5555.

Phone support hours will change slightly as well. Hours will be: 7 a.m. to 9 p.m. Monday through Thursday; 7 a.m. to 7 p.m. Friday; 9 a.m. to 5 p.m. Saturday; and 1 to 6 p.m. Sunday.
AskIT is changing its phone support hours slightly to better serve UAB students, faculty and staff.

The AskIT help desk will now be open from 7 a.m. to 9 p.m. Monday through Friday; from 9 a.m. to 6 p.m. Saturdays; and from 1 to 6 p.m. on Sundays. The change goes into effect Monday, Oct. 5.

AskIT professionals offer support for all of UAB’s central applications and services, as well as enhanced support for Desktop customers.

Help desk professionals are also available for walk-up support at the Center for Teaching and Learning (ETS 238, Education Building) from 8 a.m. to 8:30 p.m. Monday through Friday; from 10 a.m. to 5:30 p.m. Saturdays; and from 1 to 5:30 p.m. on Sundays.

You can live chat with a professional from 8 a.m. to 5 p.m. Monday through Friday by clicking on the “Live Chat” button at uab.edu/askit.

You can also submit a ticket at any time by clicking on the “Submit a Ticket” button at uab.edu/askit.
UAB IT has developed a set of Key Performance Indicators that report various statistics to help UAB IT better understand and improve on how we interact with customers and respond to their needs.

The KPI charts measure, for example, how tickets are submitted to AskIT, the kind of issues for which customers are seeking help, the length of time tickets are open and the scores from customer satisfaction surveys/feedback.

Setting goals, measuring the results, communicating to our customers and acting on these Key Performance Indicators are critical to UAB IT's becoming a more service-oriented organization.

KPI charts by month:

March 2015

February 2015

January 2015

December 2014


November 2014

October 2014


September 2014


August 2014


July 2014


June 2014