2017 IS Website Updates

Information Services to launch unified service and support web presence

 

Proposed home page redesignMaking technology services and support more accessible to faculty, staff, and students is not an easy task, but it is one for which Information Services strives. This is why IS is pleased to announce the upcoming launch of a new service catalog, ticketing system, and updated website.

Over the past year, IS analyzed how services were requested and identified which services are most relevant. The result will be an improved web presence that merges elements of the IS website, support.kent.edu, and a newly reimagined service catalog. The main goal of the redesign is to put the most relevant information forward, such as how-to tips, system health, and service requests.

Historically, the legacy service catalog contained a lot of useful information, but relied on directing users to a separate ticketing system to initiate service requests. At the same time, the support request ticketing system – while powerful – required numerous drop-down menus and extraneous fields to get the information to the right support team. Merging the two systems together in a seamless integration will streamline the overall customer experience and improve the visibility of customer needs, ensuring that the services offered are both relevant and timely.

The new web presence, service catalog, and ticketing system are scheduled to launch at the end of October. If you have questions or would like to know more, please contact Jim Raber, Interim Executive Director, Educational Technology and Service Management, jaraber@kent.edu.

 

Example of Submitting a Ticket in the New System

As an example, if you are looking to submit a ticket for an issue with your computer, you would go to support.kent.edu and select "Submit Service & Support Requests."

Steps to submitting a support ticket

Step 1
Step 2
Step 3

Service Catalog Category View

Service list in Service Catalog view

"Get Help" button in Service Catalog view

You will be presented with a list of categories. Select the category labeled "Computers, Printers, and Departmental Technology".

From there, select the top link titled, "Get Help With Computer Hardware, Mobile Devices, Printers, and Departmental Technology".

Then select the "Get Help" button. From there you will be presented with a short form specific to the service you requested.