Yesterday CSCS moved to a new IT Service Management System called Ivanti Service Manager (ISM). This system will deliver better information, more consistency, and will help CSCS begin to reduce our operational costs.
ISM is now officially available to all CSCS customers and all support tickets are being managed using the system. All new support requests will be logged in the new system and assigned an ISM reference number that start with 50000. Existing ongoing support incidents (any ticket that starts with an i) from our previous system LANDesk are being moved over to the new ISM for resolution.
The URL for the new system is https://itsupport.medschl.cam.ac.uk and a link will be available on the CSCS website.
Please note that ISM will process all emails that are sent to the service desk email address (firstname.lastname@example.org) and this will create a support ticket. However it will not do this if you Cc or Bcc this email address and these emails will not be responded to or tracked by the Service Desk.
Using the Self Service Portal to get help or request CSCS services
The current forms on the CSCS website used to request CSCS services (e.g. add a computer to support, network connection etc) are no longer be available. Instead CSCS customers will be able to:
- Access the ISM Self Service Portal,
- Browse directly to our Service Catalog menu,
- Select or search from the list of our service offerings and request-able items, and
- Complete a new form that will be automatically sent to the Service Desk.
Please can you take some time to review the CSCS Guide for the Self Service Portal. We also suggest that bookmark the documentation in your web browser for ease of reference. Links to service offerings can also be accessed via the relevant pages on the CSCS website, which will then prompt you to login to the self-service portal.
We will continue to circulate further updates on the new system in due course. Thank you for your continuing support and assistance.