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Kim Vassiliadis gains new title, outlines priorities

May 13, 2022

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 … Continued

ITS retires Remedy after 22 years of use

April 18, 2022

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 … Continued

Remedy platform will soon be decommissioned

September 16, 2021

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 … 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

New program develops ServiceNow experts

April 3, 2020

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 … Continued

ITS upgrades ServiceNow

February 14, 2020

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, … Continued

ServiceNow will empower users

July 19, 2019

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 … Continued

ITS to launch new support portal on July 30

July 12, 2019

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, … Continued

ITS will roll out ServiceNow to replace Remedy

July 3, 2019

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 … Continued