Bill Adams
Bill Adams

June 06, 2018

College/Unit: Facilities Information Services

What services do you and your teammates provide to campus?

We provide service – that just happens to be IT. Service is more important to us than the considerable expertise we provide. We provide everything from traditional IT support for hardware and software to lending golf carts to leadership on campus to helping support building control systems—if it helps our customers to support UK’s mission we are ready to provide service. Think of us as the support to support, Facilities Management plays a key supporting role for UK’s mission and we are IT support for Facilities Management. There’s so much diversity in what we do & it’s something different every day. We really believe in the mission of UK, we want to play a role in the success of our students as well as help provide better outcomes for our patients—all while engraining a culture of service.

Tell us about your collaboration with ITS and the ITS services that your department utilizes:

Our biggest success story with ITS ServiceNow. We were one of the first groups to use ServiceNow for our ticketing system. This allows us to use Customer Services as our call center since we have the same exact ticketing system. It works really well because we didn’t have to hire extra people to put in tickets for us. Before the collaboration, we were getting calls that didn’t apply to us, so by partnering with ITS it really streamlined the process and allowed us to be more efficient. We collaborate a lot with ITS, but that’s the biggest glowing success.