New IT Service Portal is coming

Image of staff looking at computer screen.

We’re improving how IT services are delivered at ACU by releasing a new IT Service Portal from early February 2018. Get involved—you can help IT develop the portal by taking part in testing to ensure it meets your needs.

A new IT Service Portal will enable ACU staff to request IT assistance and support from a single location 24/7.

Accessing IT services and support will be simple easy!

From early February, staff will be able to:

  • raise a request—find services and items you require
  • report a problem and track progress
  • view their logged tickets
  • download a range of software
  • access a range of self-help articles to resolve issues faster and find information on various topics
  • view IT news and alerts
  • send feedback on IT service and information

The new portal will provide many benefits to staff: improved user experience, 24/7 visibility of your IT requests, and improved communication and response times to resolve IT requests.

Currently IT managesmore than 68,000 requests per year, and the portal will improve turnaround times through better automation of IT services.  It will also improve monitoring and measurement of IT service standards and performance.

IT is working with many areas across the University to ensure the IT Service Portal design is user friendly. IT services on the portal will be released in stages.

Seeking your involvement

ACU staff involvement is vital to ensure the portal meets your needs.

IT invites staff to nominate for User Acceptance Testing (4 to 8 December 2017). The estimated time commitment for User Acceptance Testing is approx. three hours on Day One and two hours a few days later to retest. If you would like to participate, email—ITServicePortal@acu.edu.au

For more information about the project visit the new IT Service Portal webpage, or call Maria Cindric, IT Senior Project Manager 02 9739 2270 or Carolyn Petrovic, IT Communications and Change Coordinator 03 9953 3599.


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