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ITS assists Carolina Together program

November 23, 2021

Over the course of the pandemic, consider how many COVID-19 questions you’ve had for the University, whether about testing, vaccine attestation or more recently, vaccine requirements resulting from the new executive order for employees of federal contractors. Now multiply that … 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

Manager performs double duty at ITS Operations Center

March 2, 2021

Since last spring, Neil McKeeman has been working five shifts a week at the ITS Operations Center on top of his full-time job of managing the center. Filling in for deployed reservist McKeeman graciously accepted this double duty — normally … Continued

ITS Service Desk adopts fully virtual training model

November 11, 2020

The ITS Service Desk prides itself on adapting to change, so when it looked as though the COVID-19 pandemic was going to last longer than the state’s initial lockdown, the team already had multiple plans in place. One of those … Continued

Organizers call SecurityCon a success

November 2, 2020

SecurityCon 2020 drew a record-breaking number of registrations and attendees — of course via Zoom, given the COVID-19 pandemic. The Information Security Office’s first virtual SecurityCon on October 9 drew more than 150 registrants for the talks, 20-plus for the Capture … Continued