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Using the IT Service Portal (How-to)

From the landing page of the IT Service Portal you can explore the services that ITS offers, find articles guiding you through technology tasks, and see the ITS News and Announcements.

The site is divided into two main parts, the service catalog and the knowledge base. The service catalog is the listing of all of the services offered to campus by ITS, and the knowledge base is full of how to guides to walk you through completing tasks like connecting to the wireless network or downloading software. You can browse the system without logging in, but you'll have to log in with your Drake email address and password to make requests.


The Service Catalog

1. Services

When you have an issue or need assistance from ITS, you need to find the service that relates to what you need. You can explore services by:

  1. Clicking Request Assistance
  2. Using the search bar in the upper right corner (you can search just services, just knowledge base articles, or both)
  3. Visiting the Services page

How to locate services

2. Service Categories

  1. Services are organized into categories and subcategories. You can also browse for services by name alphabetically.

Service Categories

A-Z Services Listing

3. Requesting a Service

Once you find the service you need, click the Report Issue (Or Request Service) button and you'll be prompted to log in (if you aren't already logged in) in order to make your request. By logging in, the system knows who you are and all your contact information, so you don't need to enter it.

You'll receive an email from the TeamDynamix system once your request has been made and you can communicate with the ITS staff member(s) working on your request by either replying directly to the email, or logging into the system and checking the Ticket Requests area.

Service PageDoor Access Issue Form

4. Frequently Used Services

Have a service that you use all the time? Click the Add to Favorites button to add it to the My Favorite section. You will only see the option to favorite services when you're logged into the system. You can also remove services from the My Favorite section if you change your mind.

Add to Favorites

My Favorite Services

5. Sharing Services

Have a colleague who needs to make the same request? Click the Share button to email the service link to them. You will only see the option to share services when you're logged into the system.

Share Service

The Knowledge Base

1. Knowledge Base articles

When you want to find how-to guides on using technology on campus, you can browse the knowledge base articles by:

  1. Clicking Find Answers
  2. Using the search bar in the upper right corner (you can search just services, just knowledge base articles, or both)
  3. Visiting the Knowledge Base page

Finding Knowledge Base Articles

2. Knowledge Base Categories

  1. Knowledge base articles are organized into categories and subcategories.

Knowledge Base Categories

3. Sharing Knowledge Base Articles

Have a colleague who needs the same information? Click the Share button to email the article link to them. You will only see the option to share articles when you're logged into the system.

Share a Knowledge Base Article

4. Rating Knowledge Base Articles

Found the article especially helpful? Or unhelpful? Let us know by logging in and providing feedback.

Rating a Knowledge Base Article

Details

Article ID: 30648
Created
Mon 5/22/17 1:45 PM
Modified
Fri 10/13/17 9:29 AM