New IT Service Portal promises faster, easier support
EVMS Information Technology is launching a new service portal this week to serve as the central communication hub for connecting campus members with IT services.
Called the EVMS IT Service Portal, the new system will give faculty, staff, residents and students simple and effective access to IT support and resources. The portal replaces the old process which required users to identify which IT division to email with their concerns, often times resulting in multiple tickets across various systems.
“We are excited about the positive impact the IT Service Portal will have on our campus customers,” says Michael Herzog, EVMS Chief Information Officer. “Our primary mission is to provide the best service possible to the EVMS community, and I believe this new system will enable IT to do just that.”
Beginning Wednesday, all campus members with an EVMS email address will have access. Log into the EVMS IT Service Portal with your EVMS credentials (username and password) to report issues or make requests for IT services including the General Helpdesk, Audio Visual, Infrastructure (Telecom/Network), Database and Business Application Support.
The system will auto-populate the users email address and then route the ticket to the appropriate IT division. Campus members will be able to track their tickets, check on progress and contact the assigned IT staff, making the portal a true one-stop-shop for resolving issues and requesting support. Those who have trouble logging into the new system can send a message to evmsit@evms.edu or call 757.446.7400.
Please note emails such as comphelp@evms.edu and live@evms.edu will be phased out over the next few weeks and should not be used for ticket assistance. Open tickets from the previous system will be brought into the portal.
In addition to decreasing campus wait time for assistance, Mr. Herzog says, the new ticketing system will allow for tracking tickets in more detail.
“This will highlight the needs of our campus clients, identify larger trends and issues, and assist us in prioritizing resources,” he says. “We want to ensure we are providing the best customer service experiences possible while offering effective solutions for the campus.”