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  • DEPT OR DIVISION: ITS Customer Experience and Engagement
  • STATUS: Completed
  • Project Theme:

The Service Management Technology Selection project will investigate and document campus requirements for information technology service management (ITSM), as well as select the most comprehensive technology solution to satisfy those requirements. The selected solution will eventually replace the Remedy system currently used by 48 colleges, schools and units (CSUs) on the UNC campus. The scope of the project will investigate and document near and medium-term ITSM needs for ITS, Finance and HR service desks, and Help Desks within CSUs, including (not a comprehensive list):

  • College of Arts and Sciences (OASIS)
  • Finance and Administration
  • School of Public Health
  • School of Nursing
  • School of Law
  • School of Education
  • School of Social Work
  • Student Affairs
  • School of Dentistry
  • School of Medicine
  • University Registrar
  • University Admissions
  • University Athletics
  • Information Technology Services

Business Need and Background

The Remedy (RFS) implementation, currently in use by many CSUs on campus, is currently 16-17 years old and because of the extent of the customizations of the product, cannot be upgraded to a more modern comprehensive service management solution. CSUs utilizing Remedy need a modern and flexible service management tool to assist with delivery of services in the areas of IT support, Finance systems and HR support, Procurement support, incident and problem management, and workflow management.

This will enable and promote the desire of the University to streamline and improve service delivery, improve customer service and service quality, reduce costs associated with multiple tools for service delivery. The purpose of this project is to assemble a team charged with researching and choosing a technology solution that will best allow service providers to integrate into a single, robust ITSM solution has become a critical business need.

The ITSM technology selected should be able to grow with the needs of the University and successfully integrate commodity service providers with services offered by CSU centers of excellence delivering a seamless customer experience. Additionally, the departments listed above are seeking a new ITSM solution to better manage and improve customer relationships, requests, problems, and incidents in their daily operations.