New Way to Interface with IT
With phase-in deployment of an advanced work order management system, members of the University Technology Network (UTN) and individual departments will have access to submit and monitor their own IT service requests. Pinnacle, the new system recently deployed at the Help Desk, will offer many benefits including cross discipline work order coordination.
Telecom and network service requests are now consolidated and streamlined among MTS’s Help Desk, Telecom, Classroom Media Assistance and Digital Content Production units.
Later this fall, a self-service portal will be presented allowing integration with members of the UTN. With information gathered from the UTN, service requests and labor hours expended can be compiled, reported and analyzed in an efficient manner.
As deployment continues, this new system will grow to later provide greater functionality with end-users. A self-service portal for end-users will allow department members to submit and monitor their own service requests and see phases of their work order through completion. In addition to work orders and service requests, users will be able to order common IT services such as VM servers, software, VPN tokens, video services, etc.
Pinnacle software replaces the Remedy platform and the MySoft/Compco system used by the Telecom department.