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Look No Further! All IT Services Together in One Place

The “IT Service Management” portal will combine all IT services at Freie Universität on one handy platform – with plenty of practical step-by-step guides

Mar 16, 2023

Diagram of the ITSM tool

Diagram of the ITSM tool
Image Credit: Freie Universität Berlin

Freie Universität provides a remarkably wide range of services for employees, researchers, students, alumni, guests, and project partners, whether it’s printing and scanning, Wi-Fi and VPN connections, file storage and video conferencing software, or anything else needed for day-to-day work at the university.

All of these services will be brought together on the new ITSM portal (“IT Service Management, or “Service Portal” for short), together with useful instructions and step-by-step guides. IT services are currently provided through the individual technical units responsible for specific departments, which can sometimes make it difficult for different target groups to access them as they are not organized by user group or type of service. The new Service Portal will offer a streamlined and clear overview of all IT services, making it easier to retrieve information and navigate the site thanks to keywords and a full-text search feature.

The Service Portal is set to launch as a pilot version in summer 2023 at www.service.fu-berlin. It will serve as the main point of contact for any university member looking to resolve an IT issue, whether they want to send a request or report a problem. Both customers and IT staff members will get to enjoy a more transparent overview of “tickets” and their processing status. Following a successful tender procedure in summer 2022, the company DCON will provide the university with the ITSM Portal Servity. The software will be run on Freie Universität’s servers.

The platform will present a substantial knowledge base with step-by-step instructions and practical guides to the individual services as well as a list of available IT services. ZEDAT is currently working on knowledge base content in both German and English as part of the “Introduction to the ITSM Portal” project.

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