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Kim Vassiliadis gains new title, outlines priorities

May 13, 2022

Kim Vassiliadis, who has worked for ITS for seven years, has gained a new title: Director, Digital Experience & Communications. Effective as of April, Vassiliadis’ new title reflects the new responsibilities she gained with the ITS reorganization in July 2021 … Continued

ITS retires Remedy after 22 years of use

April 18, 2022

ITS has decommissioned the platform that the University used for more than two decades for such cornerstone applications as processing help and computer repair tickets. Carolina had used the BMC Remedy platform since 1998. The ITS Service Management Platform Team … Continued

Service Desk supplements support with chatbot

June 11, 2021

Since enabling Virtual Agent chatbot for support in April, the ITS Service Desk has seen a 58% reduction in chats that make their way to a live agent. Using a script for a bot to help customers solve some of … Continued

AVC Kate Hash reflects on past year, shares 2021 priorities

March 5, 2021

On March 16, 2020, Kate Hash became ITS’ Assistant Vice Chancellor for Customer Experience & Engagement after serving as interim AVC for a year. In this role, Hash oversees User Support & Engagement, which encompasses many groups and services. Among … Continued

Help.unc.edu portal will receive a facelift

December 1, 2020

ITS is giving the Help.unc.edu portal a facelift. On December 3, ITS will release a new Service Catalog. What’s happening ITS created a public Service Catalog. You will no longer need to log in to see the services available within … Continued

New program develops ServiceNow experts

April 3, 2020

The IT Service Management team was grappling with a growing number of departmental requests for more ServiceNow features while struggling to hire developers to implement those features. The team chose an innovative solution: use one part of the problem to … Continued

ITS upgrades ServiceNow

February 14, 2020

The Service Management team has upgraded Carolina’s ServiceNow platform to the New York release, marking the first upgrade since ITS and campus partners rolled out ServiceNow last July. ServiceNow introduces new software feature releases every six months — and yes, … Continued

ServiceNow will empower users

July 19, 2019

The upcoming ServiceNow rollout will bring many changes at UNC-Chapel Hill, for ITS and all current Remedy users. ServiceNow will replace Remedy as the primary ticketing software for the University. ITS is adopting a new workflow in which all tickets … Continued