Project Type: Serving Our Communities

What is the project? The Automated Call Distribution (ACD) project aims to explore and implement a new call center solution for the ITS Service Desk that provides automatic call distribution and that integrates with TeamDynamix for better service management and customer experience. An Automated Call Distribution (ACD) system is a tool used in call centers to route incoming calls to the most suitable agent or department based on specific criteria, such as the caller’s selection… Read More about Automated Call Distribution (ACD) Project.

What is it? ITS is updating how University retirees access their emails. Instead of using the Outlook desktop application, retirees will now use their web browser to access their email. This change will not impact retirees’ ability to access UNC email on mobile devices. Why are we doing it? This change enhances the security of retirees’ accounts, which still have access to University information. By limiting the emails stored on personal devices, we can better… Read More about Enhanced Email Security for University Retirees.

What is it?  The Division of Enrollment, in collaboration with ITS, is launching a *NEW* Student Center. These enhancements powered by HighPoint software, will integrate with ConnectCarolina to offer improved functionality including a user-friendly interface for both students and student administration offices.  Why are we doing it?   The change will improve the user experience by providing new functionalities for students and student offices. Students will be able to make online advising appointments, access campus walking… Read More about New Student Center.

What is it?  ITS Security is implementing configuration changes that will limit certain activities on the Guest Networks (UNC-Guest and UNC-Guest-PSK). The project will prepare the UNC Community for this upcoming change.  Why are we doing it?  Currently, the UNC-Guest Network is used extensively for purposes it was not intended for, for example University business. This use of the network creates a security and regulatory risk for the University. The configuration change will limit the… Read More about UNC Guest Network Remediation.

What is it?  The project centers on revising and updating policy, starting with the changes that will affect the security team the most. The first standard to be updated will be the Information Security Controls Standard.   Why are we doing it?  Policy is the starting and ending point of a security program. To implement a security program that ensures UNC utilizes technology both safely and responsibly, there needs to be updates to policy first. … Read More about Security Policy Updates.

What is it?  We’re making changes to the current information security guidance and processes on campus.  Why are we doing it?  To further ensure that UNC can utilize technology safely and responsibly, the university must meet regulatory, statutory and legal compliance obligations, as well as societal expectations about appropriate management of data that’s in the university’s custody.  How does this impact our UNC community?  Faculty and Students  All UNC-Chapel Hill faculty, staff, students, and campus… Read More about Security Program Revision.

What are we going to do? This project is focused on establishing clear and consistent rules for email aliases at the University to prevent collisions and misrouting, and to create consistency that improves the security of our IT credentials. We’ll ensure that Onyen holders receive matching email aliases without allocating them to others. Why are we doing it? Our goal is to simplify things for University staff. We’re working on reducing technical complexities related to… Read More about Email and Onyen Namespace.

What is it? UNC has selected a new Customer Support Tool to replace ServiceNow.  This phase of the project will include implementing TeamDynamix and closing out the ServiceNow platform and contract.  Why are we doing it? The current ITS contract with ServiceNow expires in September 2024.  During the RFP phase of the project in 2023, the RFP committee selected TeamDynamix to replace ServiceNow, as it meets the following needs:  Fits our campus community better.  Enhances the experience… Read More about UNC Customer Support Tool – Implement TeamDynamix & Close ServiceNow Contract.

What are we doing? Updating ConnectCarolina to allow UNC employees to record their gender identity and pronoun preferences in the system. Why are we doing it? The goal is to foster inclusivity and respect for individual identity within the UNC community. This change allows UNC employees to express their gender identity and pronouns as they desire. How does this impact our UNC community? All UNC employees will have the ability to update their gender and… Read More about Pronouns/Gender Identificationfor Employees.

What is it? The University is looking to expand and centrally manage certificate programs within the Graduate School by updating ConnectCarolina and creating a central administration model for graduate credit-bearing certificate programs. Why are we doing it? Credit-bearing certificate programs are currently managed in multiple units. This project aims to develop a common administration platform so the Graduate School can manage programs in one space. Ultimately, centralizing programs is critical to support the University’s goal… Read More about Credit Bearing Certificates.

What is it? ITS is exploring options for a new UNC Customer Support Tool to replace ServiceNow.  This phase of the project will include posting a Request for Proposal (RFP) and selecting a vendor. Why are we doing it? ITS originally implemented ServiceNow in 2019 and the current contract runs through September 2024.  Before renewing the contract, ITS conducted a campus listening tour to get feedback on how ServiceNow works for our IT staff and partners. As… Read More about UNC Customer Support Tool – RFP and Vendor Selection.

PeopleTools provides the underlying technology for the PeopleSoft applications used by ConnectCarolina. ConnectCarolina provides the University and UNC General Administration with an integrated system that supports effective business processes for Student Administration, Finance, Human Resources, and Payroll. The ITS Enterprise Applications group is implementing a PeopleTools software update to version 8.59.13. Oracle will provide critical path updates for the existing version of PeopleTools (8.58.x) until April 2023. After that, we could potentially expose UNC to… Read More about PeopleTools 8.59.13 Upgrade.