The UCC Services Portal will be available to UCC Staff and Students to log support tickets, check knowledgebase articles, access FAQs and view updates on previously logged tickets.

Portal Launched for Students

We recently launched the UCC Services Portal to students. Students can log their own tickets, check knowledgebase articles, access FAQs and check the status of a previously logged ticket.  Since October, more than 800 tickets have been logged on the Services Portal for student IT issues and requests.  Check out our video to see how students are availing of these services.

Academic Services:

For Staff, the Services Portal is currently being used by the Systems Administration team in Academic Services for call management within the department.  The Services Portal will allow the team to manage incoming issues and requests, create user tickets, provide knowledge information etc.  The team are also using automated approval workflows for ITS & DMIS access requests.

John McNulty, Director of Academic Services, said “UCC Services Portal will provide Academic Services the platform to better manage the delivery of an ever-expanding range of professional services to our colleagues from across the University. Academic Services provides valuable systems, process and policy subject matter expertise that will be now be unified and channelled through Ivanti. This modern and proven service delivery management system, will also provide a strong evidence base for driving our continuous improvement agenda.”

Future Plans for 2023:

In 2023, the Services Portal is being rolled out to all IT Services and will be the first port of call for UCC staff for any IT issue or request that they may have.  The Services Portal will replace our current call ticketing system and will provide increased usability to staff:  self-service call logging, view ticket status and updates, self-help by searching the integrated knowledgebase for known issues or resolutions etc.  IT Services will share details about the further rollout of the UCC Services Portal for UCC staff in the New Year.