Connecting you to the services and support you need
Coming soon: People Services
Following the successful implementation of Connect, powered by ServiceNow, for IT Services, we are working on introducing the People Directorate to the platform. The first phase of this project will focus specifically on our People Services, Pensions and Rewards teams.
Initially the focus will to move away from multiple shared inboxes for colleagues to access our People Services by bringing all enquiries via Connect.
Connect will enhance the customer experience by providing a streamlined experience for colleagues, providing one portal for IT and People support.
What is Connect?
Connect is the portal for colleagues and students to get support from our Professional Services colleagues.
This innovative new platform, powered by ServiceNow, was launched in October 2024 for IT Service Management and is already having a significant impact.
Connect is more than IT service management. It will also improve how we deliver customer service and other functions across the University for the benefit of colleagues and students.
- WATCH: Patrick Hackett introduces Connect (October 2024)
Connect in IT Services
The first change, which took place in 2024, has seen the replacement of the software that IT and other areas had been using for case management or ticketing. This changed from Ivanti to ServiceNow.
At this initial stage, we replaced the software like for like and there hasn’t been any new functionality changes. Now, the team is looking at adding functionality and other services to the platform to deliver excellent services and support for our University community.
WATCH: Introducing Connect to IT Services:
For help with IT related queries please visit: IT Support
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 support on the go? Colleagues and students will have a better experience when request support or checking their tickets, on any device.