myUK Service Request Application

POSTED: APRIL 30, 2012

The new web-based application now available through myUK streamlines the processes for staff to request Information Technology (UKIT) services. This application replaces old forms for phone, data, and CosmoCom requests with a consolidated, "wizard"-based experience. The application is the foundation of a new system to provide users with a common interface, to increase efficiency, and to expedite the workflow of all UKIT service requests.

The requestor, business officer, and UKIT fulfillment team receive a confirmation e-mail with request details after submitting information via the new web-based application. Requestors also have the option to include multiple, and same-type requests on a single request.

UKIT went to great lengths to share the news of the application through presentations across campus, newsletters, and word of mouth. In addition, a diverse group of beta testers used the application for six weeks prior to the campus-wide announcement.

A few comments from beta testers:

"The new UKIT Service Request Application is another great representation of the inclusive and collaborative product development process that is now the UKIT standard.User feedback was solicited at an early stage in development. The product team was engaged and responsive to our concerns and considerate of how the application would be used in our respective areas of responsibility."
– Christopher Canjar, UK Agriculture Data Center

"I was really impressed with how much thought and effort the CNS and IT staff put into making the form user friendly."
– Gail McAlister, UK HealthCare IT Services – Business Services Division

In the first week after the announcement, over 25 percent of UKIT service requests came through the new application. For the weeks beginning September 19 and October 5, over 50 and 85 percent of requests, respectively, were submitted via the new process. On October 4th, an automated notification to business officers based on department was implemented. UKIT will release additional features soon which include request history reporting by department, date, requestor, and cost center.

Since implementing the application, there have been some questions related to help tickets or trouble tickets also referred to as incidents. An interruption of service or problem with existing hardware, software, systems, services, etc… should be reported through the respective customer support (help) desk (ex. UKIT Service Desk for campus and UKHC ITS Help Desk for healthcare areas). The UKIT service request web application is primarily used by business officers and facilities staff to request new UKIT services such as phones or network ports or to change the options/settings on an existing service.

Additional information and screenshots of the new Web-based application are available at www.uky.edu/ukit/UKITServiceRequests.
For other questions, please contact the UKIT Service Desk at 859-218-HELP (4357).

859-218-HELP (859-218-4357) 218help@uky.edu