Connect is the new support portal for staff and students to get support from our professional services colleagues. Initially, you will use this new platform (powered by ServiceNow) for interacting with IT Services and other areas who previously used Ivanti for case management and ticketing.

ServiceNow is the software that will deliver Connect, an innovative new platform that will improve how we deliver IT service management, customer service, and other functions across our University. It replaces our existing provider, Ivanti, which you previously accessed via the IT Support Portal and from other areas of the University who used Ivanti for their case management and ticketing. 

The Support Portal (Ivanti) will be switching over to Connect (ServiceNow) on Tuesday 8 October 2024.

The new support portal, Connect, is intuitive and doesn’t need any prior knowledge or training. Colleagues working in the back end of the system (responding/assigning tickets) will receive training resources appropriate to their role.

You will be able to log tickets in the current portal (Support Portal) up until the switch over to Connect. While you will not be able to log new tickets in the Support Portal after the switch over, you will still be able to access your open tickets and your request/problem will be handled there until it is closed.

As we get closer to implementation, you may want to consider holding off logging a new ticket (for a new laptop for instance) until the new portal is live, but if your request or problem is urgent, please log a ticket as normal.

For IT help and support you will visit www.itservices.manchester.ac.uk/help/ as you do now, and then click on the new Connect icon. You will be directed to the appropriate version of the portal depending on your role (student/colleague) at the University.

To access the relevant portal directly, you can also use the following URLs:

• Students: student.connect.manchester.ac.uk.
• University colleagues: connect.manchester.ac.uk.

If you have a dual role (i.e. you’re studying at the University but are also employed by the University) you will need to login to the portal that is relevant to your request or issue.

Colleagues will be able to access the student portal from the colleague portal if needs be (to log a ticket on behalf of a student for example).

The types of requests and support needed by colleagues working at the University is quite different and much more varied than the support students need, so the two different portals are set up to provide the best user experience for both groups.

Colleagues will be able to access the student portal to log tickets on behalf of a student.

You will still be able to access the old Support Portal (Ivanti) after the switch over to Connect (ServiceNow). If you need to check the status of a ticket submitted before the system switch over, you will be able to do so by logging into Ivanti via: http://support.manchester.ac.uk/. Please note, access to Ivanti will cease on Friday 22 November. Any outstanding tickets will be manually transferred into Connect if required.

You will not be able to log new tickets in the old Support Portal (Ivanti) after the switch over.

At this initial stage, we are not adding any new functionality, but you should notice an improved user experience. From the faster search function to the modern, compact interface, ServiceNow provides a better IT journey for everyone.

In addition, you will now be able to ‘like’ articles or requests and add them to a ‘favourites’ list, check the status of your requests in real time and access quick links, all in a personalised dashboard.

The Connect portal is intuitive and easy to use. However, we have created some short bitesize videos to help customers familiarise themselves with the platform and how to carry out common tasks such as:

• Search the Knowledge Base
• Create a Request
• Create an Incident

These are available on our SharePoint site with an Overview of the Connect portal.

If you are having any problems accessing or using Connect after the system has gone live, please contact the IT Support Centre via telephone or by visiting an in-person IT help desk in Kilburn Building, the Main Library or the Learning Commons.

Connect is powered by ServiceNow, a platform which is fully WCAG 2.1 AA compliant. Anyone using assistive technologies will be able to access our new portal, log tickets and requests and view help articles seamlessly.

Connect, powered by ServiceNow, is designed to be intuitive and easy to use. You should not need to undertake any training to be able to log tickets or search the system for help. However, we have created some short “How to” videos for the key functions in Connect which are available on our SharePoint site.

Those who are working in the back end of the system (responding/assigning tickets) will receive training appropriate to their role.

If you have a dual role (i.e. you’re studying at the University but are also employed by the University) you will need to login to the portal that is relevant to your request or issue.

For example, if, as a student, you are looking to access software to help you in your studies, please log into the Connect portal for students. If, as a member of staff, you would like to log an issue with your University laptop, please log into the Connect portal for colleagues.

If you are a member of staff (PS or academic colleague, including Honorary Appointees) please log in to the Connect portal for colleagues.

If you are an undergrad/postgraduate taught student, please log your tickets via the Connect Student portal.

If you are a member of staff (PS or academic colleague, including Honorary Appointees) please log in to the Connect portal for colleagues.

For managers of colleagues, the forms will, for now, stay the same. You will be able to access these via the Connect portal for colleagues.