Includes ticketing and tracking tools to facilitate IT Service Management processes like incident response, service request fulfillment, IT change management, Service Desk as a Service, IT Knowledge Base, etc.

Services (3)

IT Knowledge Base Service

The IT Knowledge Base as a Service allows service owners to create, update, and publish documentation about their IT services. This database uses keywords and is searchable. It also includes knowledge lifecycle features like regular update reminders.

Support Center

The Support Center provides Service Desk as a Service and catch-and-dispatch services via phone, email, and chat to support the incident and service request processes for Northwestern IT and other partners.

Service Management Platform

Northwestern’s IT Service Management platforms include Northwestern’s primary ticketing and ITSM system. Teams can use this platform to manage service request and incident intake, triage, and management; plan and and approve changes to IT systems and infrastructure; and receive and respond to customer feedback.