{"603708":{"#nid":"603708","#data":{"type":"news","title":" Enhancing IT Service and Support to the Institute","body":[{"value":"\u003Cp\u003EThe Office of Information Technology (IT) is delivering a new service model, ITSM (IT Service Management) to change the way IT responds to and delivers services and support to students, faculty and staff. This model provides a process-driven approach to IT services which will add value to the campus when submitting IT requests.\u003C\/p\u003E\r\n\r\n\u003Cp\u003EThe new platform, which will be used for IT service management, is ServiceNow, a software system already adopted by many colleges and universities as part of their ITSM model. ServiceNow offers a holistic, cloud-based, integrated platform to enhance the customer experience in solving technology issues. It will improve the ability to provide effective and timely communications to customers, offer metrics to monitor and communicate the positive impact of the customer experience, and deliver improved and integrated processes for reporting and tracking activities from the initial customer request to the completed help desk platform, alllowing IT staff to adjust any ticketing issues more quickly.\u003C\/p\u003E\r\n\r\n\u003Cp\u003EThe first phase of implementing ServiceNow has been complete, and the next phase will include the integration of more modules including collaboration, knowledge management and better service desk solutions among other offerings in the ServiceNow portal.\u003C\/p\u003E\r\n\r\n\u003Cp\u003EFor updates on the rollout of ITSM and ServiceNow, contact Andrew Dietz, ITSM Manager, Sr. \u0026nbsp;\u003C\/p\u003E\r\n","summary":null,"format":"limited_html"}],"field_subtitle":[{"value":"OIT Adopts New IT Service Delivery Model "}],"field_summary":[{"value":"\u003Cp\u003EThe Office of Information Technology (OIT) is delivering a new service model, ITSM (IT Service Management) to change the way IT responds to and delivers services and support to students, faculty and staff.\u003C\/p\u003E\r\n","format":"limited_html"}],"field_summary_sentence":[{"value":"A new framework for delivering IT services to campus"}],"uid":"28082","created_gmt":"2018-03-12 21:56:17","changed_gmt":"2018-03-13 14:28:11","author":"Lorrie Burroughs","boilerplate_text":"","field_publication":"","field_article_url":"","dateline":{"date":"2018-03-13T00:00:00-04:00","iso_date":"2018-03-13T00:00:00-04:00","tz":"America\/New_York"},"extras":[],"hg_media":{"603711":{"id":"603711","type":"image","title":"IT Service Management","body":null,"created":"1520951139","gmt_created":"2018-03-13 14:25:39","changed":"1520951139","gmt_changed":"2018-03-13 14:25:39","alt":"","file":{"fid":"230099","name":"Service graphic.png","image_path":"\/sites\/default\/files\/images\/Service%20graphic.png","image_full_path":"http:\/\/www.tlwarc.hg.gatech.edu\/\/sites\/default\/files\/images\/Service%20graphic.png","mime":"image\/png","size":315654,"path_740":"http:\/\/www.tlwarc.hg.gatech.edu\/sites\/default\/files\/styles\/740xx_scale\/public\/images\/Service%20graphic.png?itok=IymvF7yf"}}},"media_ids":["603711"],"groups":[{"id":"64319","name":"Administration and Finance"},{"id":"337231","name":"Georgia Tech High Performance Computing (PACE)"},{"id":"174291","name":"OIT"}],"categories":[{"id":"129","name":"Institute and Campus"}],"keywords":[{"id":"134881","name":"Computer Science\/Information Technology and Security"}],"core_research_areas":[],"news_room_topics":[],"event_categories":[],"invited_audience":[],"affiliations":[],"classification":[],"areas_of_expertise":[],"news_and_recent_appearances":[],"phone":[],"contact":[{"value":"\u003Cp\u003ELorrie Burroughs, Communications Officer\u003C\/p\u003E\r\n","format":"limited_html"}],"email":["andrew.dietz@oit.gatech.edu"],"slides":[],"orientation":[],"userdata":""}}}