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Technology Update: New IS&T Initiatives Starting in January

Information Services & Technology is excited to announce key digital transformation initiatives that will be launched this month upgrading and replacing the following systems: the IT Service Management Ticketing Systems, Spam Email Filtering System, and the campus Phone System.

New IT Service Management System 

On January 13, 2020 IS&T will launch a new IT Service Management System called ServiceNow consolidating the ticketing systems used by Faculty/Staff Help Desk and ResNet Central for students. ServiceNow provides an intuitive interface enabling users to request help, submit questions, order technology, and check the status of their inquiries. This effort will simplify the user experience, and provide IS&T greater insight to daily interactions, allowing for deeper trend analysis of problems, and aid in future data-driven decision making.

ServiceNow focuses on improving the Customer Experience with three key aspects:

  • Simplified forms for reporting issues
  • Streamlined process for requesting hardware and software
  • Visual dashboards & Self-Service

Future enhancements will include expanded self-service portal capabilities and searchable knowledge articles to assist users and technicians in resolving issues more quickly. The self-service portal will be accessible at any time, from anywhere, on any device. 

To learn more, visit the Service Now Website

New Spam Email Filtering System 

On January 17, 2020 IS&T will upgrade and replace its email spam filtering system to better protect West Chester University from spam email and block malicious email attacks. Email filtering systems are designed to help protect students and employees from spam and malicious content by blocking known spam messages and holding suspicious emails in quarantine until you block, permit or release the email. You will continue to receive a daily notification email from West Chester University Spam & Virus Control which will summarize quarantined messages but you will notice that the quarantine inbox will look a bit different.  

To learn more, visit the Information Security Website 

New Phone System 

On January 18, 2020 IS&T will launch an 18-month project replacing the University’s current telephone system which has reached end of life and end of support. Cisco Unified Communications has been selected as the new voice collaboration platform.

You will be happy to know that this new converged communications platform presents an opportunity for West Chester University to integrate the voice system with other collaborative systems such as email, instant messaging and conference calls. As part of these changes, users will have mobile campus communication connectivity, integrated voice and video as well as enhanced call center technologies for our student services offices. During the conversion, both phone systems will function fully with complete interoperability between systems. Deployment of new telephones will begin immediately. Your department will be notified of the anticipated schedule in advance of the deployment team reaching your building. 

To learn more, visit the RamPhone Website

Wishing everyone a productive and amazing year ahead!

JT Singh

Senior Associate VP & CIO, West Chester University