Project Type: Invest in IT Service Excellence

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 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? 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.

What is it?   Establish a secondary ITS Service Desk walk-in location in the Student Union. The showcase space will be designed with a focus on the student experience that allows ITS to better serve our student community.   Why are we doing it?   The second location provides more flexibility for the walk-in services, better visibility for the service desk staff, and a business backup/overflow location for the ITS Service Desk.    How does this impact our UNC… Read More about Service Desk Location at Student Union.

This project aims to provide a digital platform that handles the end-to-end fiber management at UNC-Chapel Hill. The project will modernize Transport Operations fiber management and develop a continuous process for reconciling Campus ArcGIS Fiber maps. The main drivers are:  Replace Transport Operations spreadsheet management system with an industry-standard software solution for operationalizing map data. This new system will eliminate bottlenecks, documentation debts and communications silos.    Reconcile ArcGIS fiber information with information stored in… Read More about Reconciliation of Outside Plant Documentation.