With an organization as big as UNMC and Nebraska Medicine, the information technology needs are vast and complex.
That means it sometimes can be difficult to connect with the right person to get individualized help, whether it be to report an issue, request a new device or get an answer to a question. However, an improved experience is coming soon and is a direct result of people's suggestions and feedback.
Last spring, more than 2,500 colleagues, faculty, staff, students and researchers participated in an information technology satisfaction survey. The results were encouraging, with 86% of those who responded indicating that they’re satisfied or extremely satisfied with the services they receive. The feedback led to some areas of opportunity, including more efficient processes for introducing new technology, better customer service and improved communications. Earlier this year, a follow-up survey showed that having an easy-to-navigate web portal with intuitive request forms and options for self-service would be a welcome improvement.
As a result of that feedback, the first release of the new IT Helps platform, known as ServiceNow, will go live Tuesday, July 12. Additional features and expansion will continue through the rest of 2022 and into 2023.
Benefits of the new web portal include:
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A one-stop shop for information about IT services.
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Updates on issues that may be widespread.
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Easy to use and prominently features a search bar to connect directly with resources.
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New self-resolution articles, which will provide instant solutions for the most common issues that come in to IT.
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Simplified request forms that are easier to find.
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Clearer view into the status of any tickets and when they’re expected to be resolved.
No action is needed on employees' part. Additional details will follow as the ServiceNow launch approaches. Reach the project team at servicenowsupport@nebraskamed.com for questions, comments or suggestions.
The current IT Helps Service Request is at this link or at the "IT Helps" link in the Quick Links on UNMC's intranet. If a computer or network connection is down, call the IT Service Desk at 402-559-7700.