VIU Aerial View

Changes to IT Service Delivery

The support and technology needs of the VIU community are evolving. After 8 years with the current ticket system and website we’re overdue for some upgrades! Our IT department is introducing a new IT Service Management platform to better serve our community and prepare us for the future.

New tool changes include:

  • A new ticket system
  • A new website
  • A service catalog that captures a list of Information Technology services and support we offer


Service improvements coming soon include:

  • Automation of IT operation tasks and processes. This means faster and more accurate service for you!
  • Improved visibility - one location to visit for all your IT needs
  • Easier to navigate – faster access to the answers you are interested in
  • Easy to use request forms
  • Documented, streamlined IT service delivery and project consultation processes

Read the sections below for information on upcoming changes, timelines, and help articles for the new systems.

Changes on December 6th

Many of you are very familiar with the current systems email format.

On December 6, the formatting of the emails sent by our new system will change.

  • Emails will now be sent from VIU IT Services (it_notify@viu.ca)
  • Emails layout will be different

Before December 6 (current system)

WebHelpDesk Example Ticket

After December 6 (new system)

TeamDynamix Example Ticket

With our current system you can add additional contacts to a ticket by including them in the 'cc' portion of an email.

With our new system, you will be unable to add additional contacts that way.

To add additional contacts you will have to either:

  1. log in and update your ticket, adding additional contacts OR
  2. Create your ticket using one of our forms (request or incident).

See the Training section below for instructions on these two options.

It's just a little change. And we believe it's for the better.

  • 'Self-help' and 'Request Help' sections are clearly defined with our contact info always available on every page
  • Our student and employee 'Technology Guides' are displayed right on the main page for quick access
  • Knowledge base layout and searching has been improved
  • We've added lots of new help articles to our Knowledge base and many more are coming soon.

It is a work in progress, so if you have suggestions on how we can improve our site, please email us at ithelp@viu.ca. We value your ideas.

On December 6, all your tickets that are open and in our current system will automatically show up in the new system.

We will continue to work on them and send you updates, just like we do now.

You can even log in to your My Requests (link coming soon) to double check!

Don't see your tickets in My Requests? Email ithelp@viu.ca and we'll find them for you!

What isn't changing

We know that you are busy and sometimes, especially when struggling with a difficult technology issue, it's a relief to just be able to fire off a quick email.

We are happy to say, that isn't changing! You can still email us for ANY IT issues, requests, suggestions, or questions.

And our email address isn't changing either! Just keep emailing ithelp@viu.ca and we will resolve your issues or answer your questions as quickly as we can.

You can still update tickets by replying to the system generated emails or logging in to My Requests.

Reply to the auto-generated email messages from the system to update your ticket or to add notes or questions to your ticket.

The system looks for the code at the bottom of the email to determine which ticket to update.

However, if you reply to an email that was not sent by the system, this will NOT update your ticket. You will create a new ticket and that can cause a lot of confusion for all of us.

Can't find the system generated email? That's okay! Log in to see all your tickets in My Requests.

When you are dealing with technology issues while trying to teach a class or meet a deadline, you need help right away!

That's why it was really important to us that our number didn't change. You can still phone our IT Service Desk at 250-740-6300.

We try very hard to keep our phone lines open for these types of issues so that you can get through to someone right away. If your issue isn't related to classroom technology or doesn't have immediate urgency, we may ask to call you back or request you contact us through email so that we can keep our lines free for classroom technology issues and other urgent problems.

While the design of our website is changing, the website address, and all the amazing content, is not.

You can still access our Technology website by going to technology.viu.ca.

Last year, in response to the need for technology support for students doing remote learning, IT launched a live chat tool for students.

And students loved it!

It's student tech tutors helping student learners with their technology questions. They help students format assignment documents, find their class URLs, log in to their student record, and learn how to use new technology tools.

Students can get help from home, on their phone while on the bus, from their laptop or from a VIU computer! Where ever they are, we are. And we're ready to help!

Students also still have access to student technology support in person. Nestled in with the new Library Service Counter, the student tech tutors help students with their technology needs in the library.

Changes Coming Soon

The question we get most often is "how do I request a thing from IT?" The answer is almost always, "email ithelp@viu.ca".

However, we know there's a lot more to that question!

What people are really asking is:

  • What are the options for requesting that thing?
  • How much does it cost?
  • What are the timelines?
  • What info do you need?

So to help the VIU community know WHAT they can request and HOW to request it, IT is building a VIU Technology Service Catalog. Our goal is to list all VIU technology services and answer all those questions for you!

This is a huge undertaking as it's not just IT services and processes, but also other technology systems that other departments use.

We are starting now and hope to have the top 10 requested IT services done by April 1 2022. And a full listing of services done by December 2023.

Over the next year, as we document our IT services for the Service Catalog, we will also be documenting and improving the processes for delivering each listed service.

This will:

  • help our IT department know who to direct incoming requests and issues to
  • document who has responsibility or knowledge of a process, information, system or university function, whether within IT or another VIU department
  • eliminate unnecessary bottle necks, improve efficiency, and reduce process completion time

IT has automated many business processes and technical procedures already. And we've seen the benefit to both our internal capabilities and to the opportunities it creates for VIU.

As our new IT Service Management platform matures over the next two years we will continue integrating opportunities for automation.

Checklists, automatic workflows, scripted technical procedures, and modern tools will be replacing outdated manual tasks over the next two years as we document our processes and services for the service catalog.

Training

Training resources will be available soon.