IT News: New Ticketing System

Welcome back to Hawk Hill!  We hope your summer was a relaxing one.

The Office of Information Technology (OIT) is excited to announce the release of our new IT service management (ITSM) tool which includes our Service Catalog and Knowledge Base!  Over the past year, OIT has been hard at work researching, reviewing, and now implementing this tool.  During that time, we reached out to campus constituents to solicit feedback on various vendors.  We feel that the tool we have selected, from a vendor tailored to Higher Education clients called Team Dynamix, will meet the growing needs of our department, and the SJU community.

With this change, you will now receive emails for your IT requests and incidents from notify@teamdynamixapp.com.  You will also notice that our Service Catalog and Knowledge Base now direct you to a link that includes sju.teamdynamix.com.  Since we always want you to be aware of possible scams, we wanted to let you know that this website and emails from this source are legitimate.

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What is a Service Catalog?

A Service Catalog is a comprehensive, organized collection of all IT related services offered to Faculty, Staff, and Students at SJU.  With our new Service Catalog, you can learn about the technology services available, feel empowered to resolve technology issues on your own, and request technology assistance for those services that you just can’t seem to resolve.

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For example, you need to reset your SJU password.  In the Service Catalog, we have an article dedicated to that service as well as clear instructions on how to reset your password. If, for some reason, you still have trouble, you can request assistance right there from the same screen.

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Along with the Service Catalog, we have a brand new Knowledge Base which has hundreds of articles pertaining to the questions we receive on a daily basis in OIT.  We’ve organized the Knowledge Base to be user friendly and match the layout of the new Service Catalog.  If you can’t find the answer to a question in our Knowledge Base, just jump over to the Service Catalog and request assistance.

What can we expect next from this new ITSM tool?

Over the next few months, we will continue to work on enhancing the services and knowledge articles available to you and eventually phase out the use of our current email, techhelp@sju.edu.  Once we are confident that all services can be requested via the Service Catalog, we will disable use of that email address and all service requests will be submitted by customers through our Service Catalog.  As we make these changes, you can expect further communication from OIT.

Who do I contact with questions or feedback?

If you have any questions about the Service Catalog or how it works, please give us a call at 610-660-2920 or stop in and visit us in SC129.  We look forward to your feedback!

Please visit our blog for additional summer updates and technology news.