For the first time, ITS has automated vendor quarterly patching for two of the platforms that run core critical business applications for the University. This significant achievement expedites performing security updates and fixes and saves considerable staff time. In May … Read more

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 … Read more

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 … Read more

In early January, the ITS Service Desk began giving customers the option to get a call back instead of waiting on hold for tech support — without losing their place in line. With these automated call backs, if a customer … Read more

This summer, ITS is starting to upgrade the University’s Oracle software to a newer version. The upgrade, which ITS Infrastructure & Operations expect to complete by November, will monumentally change the way ITS configures the infrastructure of Carolina’s databases. With … Read more