ITS is preparing to move the University’s customer support tool from ServiceNow to TeamDynamix. The target is to switch platforms this summer. ITS deployed ServiceNow in 2019 as a full-service replacement for ticketing system Remedy, which ITS fully decommissioned in … Read more

Starting later today, March 23, users will have a new experience when they visit UNC’s Help Portal. The Help Portal is one of the most-used UNC-Chapel Hill websites. In 2022, more than 175,000 records — chats, submitted incidents and other … Read more

Kim Vassiliadis, who has worked for ITS for seven years, has gained a new title: Director, Digital Experience & Communications. Effective as of April, Vassiliadis’ new title reflects the new responsibilities she gained with the ITS reorganization in July 2021 … Read more

ITS has decommissioned the platform that the University used for more than two decades for such cornerstone applications as processing help and computer repair tickets. Carolina had used the BMC Remedy platform since 1998. The ITS Service Management Platform Team … Read more

ITS is nearing the finish line for decommissioning Remedy. ITS groups expect to migrate the remaining Remedy applications by the end of January. When ITS rolled out the ServiceNow platform to various University organizations in July 2019, ServiceNow replaced Remedy … 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

The IT Service Management team was grappling with a growing number of departmental requests for more ServiceNow features while struggling to hire developers to implement those features. The team chose an innovative solution: use one part of the problem to … Read more

The Service Management team has upgraded Carolina’s ServiceNow platform to the New York release, marking the first upgrade since ITS and campus partners rolled out ServiceNow last July. ServiceNow introduces new software feature releases every six months — and yes, … Read more

A month following the launch of ServiceNow, campus members are acclimating to and finding value in the University’s new primary ticketing software. That’s what user feedback and usage stats indicate for ServiceNow, which replaced Carolina’s old Remedy system on July … Read more

The upcoming ServiceNow rollout will bring many changes at UNC-Chapel Hill, for ITS and all current Remedy users. ServiceNow will replace Remedy as the primary ticketing software for the University. ITS is adopting a new workflow in which all tickets … Read more

ITS will launch a new help.unc.edu and the underlying system used for support, called ServiceNow, on July 30. The new website and system will bring many benefits to users, including the ability to find answers faster with better knowledge articles, … Read more

ITS is scheduled to launch ServiceNow, a platform for automating business and support processes, to various University organizations on July 30. The initial rollout is focused on users of Remedy, the current system for managing business and support processes, and … Read more