Base to get new ticketing system

  • Published
  • By 78th ABW Communications Directorate.
IT Central, the current ticketing system for Robins employees, is being replaced by the Information Technology Service Management ticketing system. The new system is scheduled to begin Monday. ITSM is an effort directed by Air Force Materiel Command. It will implement business service management and standard operating procedures for delivering IT services.

ITSM offers enhanced strategic technology planning, as well as improved procurement processes, better infrastructure performance, increased cost efficiency, simplified IT inventory management and auditing, and better risk management and compliance.

Users will be able to request services from six different categories: customer support, workplace, collaboration and knowledge, professional, application, and communication.

With ITSM, Robins users and client support administrators will experience visual and performance enhancements.

Unlike the current ticketing system, users will be able to update previously- submitted tickets, and check the status of their tickets.

Tickets for common issues will be routed faster to the appropriate work centers. Robins Blue Star customers can expect a seamless transition and no interruption in service capability.

To learn more about the new system, watch the familiarization video at: sites/1105/helpdesk/Robins/Presentations/itsm_intro.wmv.

For more information on the new ITSM System, call 468-4357.