Connecting you to the services and support you need

Launching 2024

What is Connect?

Connect is the new portal for colleagues and students to get support from our professional services colleagues.

This innovative new platform, powered by ServiceNow, will improve how we deliver IT service management, customer service, and other functions across our University, for the benefit of colleagues and students.

This is the first step in a series of changes to improve how our University community accesses services, gains knowledge and engages with professional services colleagues for partnership and support.

What’s happening?

The first change will be to replace the software that IT and other areas have been using for case management or ticketing. This will change from Ivanti to ServiceNow.

At this initial stage, we are replacing the software like for like so there won’t be any new functionality, but the new platform will offer a seamless and efficient process for reporting, tracking and resolving IT issues, and will enable colleagues and students to find services and knowledge, quickly and easily.

The next stage will be to look at adding functionality and other services to deliver excellent support for our University community.

Benefits for students and staff

ServiceNow offers a single platform for IT service management, customer service, and other functions.

It provides the means to help us use new communication methods, share data easier, and help prevent silo working through its integrated and collaborative features. The platform offers a range of benefits, which we hope to make full use of: 

• User-friendly: Easy-to-use interface that will make interacting with colleagues much easier. You’ll be able to find the information you need when you need it.
• Efficient: Automation and workflow features that will speed up processes allowing issues to be resolved faster.
• Collaborative: It’s going to make working with our user community even better. Colleagues and students will always know what’s happening with their tickets.
• Self-service: An improved self-service portal will help our user community - with resources, FAQs, and troubleshooting guides being easier to find.
• Mobile-friendly: Need IT help on the go? Colleagues and students will have a better experience when request support or checking their tickets, on any device.
• Secure: Strong security features and helps us stay compliant with industry standards.

What's next?

The Support Portal (Ivanti) will be switching over to Connect (ServiceNow) in October 2024.

• Read our FAQs to find out more.

If you need IT help and support, contact our IT Support Centre either online through the IT Services website, or call 0161 306 5544.