A new and improved technology support process is coming to Illinois State. The software used to track IT issues will transition to a more powerful and transparent product on December 17. All Illinois State IT teams have been collaborating over the past several months to develop a common process for responding to technology issues and prepare for the launch of this new software. The software is referred to as the IT Service Management (ITSM) tool and the implementation of it is one of the remaining pieces of the LEAPForward initiative.

Here’s what you need to know about the transition:

  • You do not have to do anything differently as a customer of IT – You can continue to contact the IT team the same way you do today, including visiting the TSC (Technology Support Center) website or your IT team’s website.
  • The TSC website will be automatically redirected on December 17 to the new self-service portal.
  • The self-service portal looks and feels different than the TSC site, but all of the functionality you are accustomed to is available there, including all of the knowledge-based articles available on the TSC site now.
  • Beginning December 17, you will be able to use the self-service portal to report an issue, make an IT request, track the status of your issues and requests, and search for information about IT issues and services.

An overview of the benefits of this new ITSM tool to end-users and to IT teams can be found on the Technology Support Center website. For questions about the transition, please contact your IT team, or contact the ITSM project team at itsm@ilstu.edu.