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ITS Project: Request Fulfillment

One-Stop Shopping Is On the Way

Need to request an ITS service?

Information Technology Services (ITS) has embarked on an initiative to improve the quality of our request fulfillment processes and to standardize these operations.

Phase I, rolled out on Feb. 18, and is the first release of services utilizing this process. Those services include:

  • ALL telephone customer service requests (CSRs) (over 20 different topics)
  • jack/outlet requests
  • standard and high security firewall requests
  • data center data port requests

Phase II of the project began rollout on April 21, 2016, and facilitates requests for:

  • Hostmaster-related tasks
  • Change Network: between More Secure & standard networks via network jack/outlet request
  • Add or change a port via Data Center Networking request

May 5, 2016, release includes requests for these services:

  • Records Management: Inquiry and Consultation
  • Records Management: Patterson Pope Scan-on-Demand Service
  • Records Management: Offsite Storage Account Creation
  • Firewall: New, Custom-Managed Firewall
  • Phone: Forced Authorization Code (FAC)

June 2, 2016, release includes requests for:

  • Security Scanning: Web Application Security Vulnerability Scanning
  • Records: University Records Management Applications
  • Records: Certificate of Records Destruction

June 16, 2016, release includes requests for:

  • Accounts: Non-Employee/Contractor Accounts
  • Accounts: UVA Employee Email and Calendar (Exchange for individuals)

This release also includes added functionality that enables:

  • Multi-item orders
  • Saving your PTAO in your profile for future use

July 14, 2016, release includes requests for:

  • Server Hosting (Data Center): request the installation of a server
  • Server Hosting (Data Center): request the disconnection of a server

July 28, 2016, release includes requests for:

  • Core Site Cabling

August 11, 2016, release includes requests for:

  • Storage - Enterprise Storage

August 25, 2016, release includes requests for:

  • Amazon Web Services - Self Managed

November 17, 2016, release includes requests for:

  • users (who don't have an LSP) to create, modify, or delete
    • an Exchange resource calendar (allows scheduling of vehicles, rooms, equipment, etc.)
    • an Exchange shared calendar
  • LSPs to ask for access to SCCM (System Center Configuration Manager) to centrally manage their users’ computers.

December 15, 2016, release includes requests for:

  • New ITS-managed server(s)
  • Authentication for applications using NetBadge integration

December 29, 2016, release includes requests for:

  • ITS-managed servers upgrade or maintenance

January 12, 2017, release includes requests for:

  • SSL Server Certificates

March 9, 2017, release includes:

  • Creation of a new service request category titled "Professional Services"
  • Access to service portal applications
  • Submit a question about IT Service Management (ITSM) applications or processes
  • Request a change to the on-call rotation
  • Replace Security and Sensitive Data Scanning with
    • SecureUVA - Vulnerability Management
    • SecureUVA - Web Application Scanning
    • SecureUVA - Data Loss Prevention Tools

March 23, 2017, release includes requests for:

  • Amazon Web Services - Managed Services

May 15, 2017, release includes requests for:

  • addition of software to the UVA Hive, Unified Build, or Mac Build.

June 29, 2017, release includes requests for:

  • Joint VPN filters.

Check the list for specific requests.

The Service Portal we are using is a cloud-based IT Service Management (ITSM) software product, based on ITIL standards and is already in use by ITS to manage/track IT incidents, changes, and problems. The web-based system is intended to provide our customers with an easy way to request and track their orders all in one central location. In the future, the Service Portal will become one-stop shopping for requesting over 100 ITS services.

Have questions about the project? Contact the project manager.

  Page Updated: Friday 2017-06-30 14:16:58 EDT