Changes to how you contact the ICT Service Desk
ICT are introducing changes to ASK (ServiceNow) to improve how our staff, students, and external customers interact with the ICT Service Desk.
From Monday 26 June, the following changes will be implemented:
- Emailing service.desk(at)imperial.ac.uk will no longer automatically create new tickets in ASK.
- Improvements to ASK, our online service portal including a new general ICT enquiries form used to access general IT support.
- New service status on ASK, displaying ICT services that are unavailable.
- New customer facing ASK portal for prospective students and suppliers to submit IT enquires.
Why are ICT making these changes?
This work will reduce the reliance on email, providing an efficient, more seamless user experience, with tickets going directly to the right team. It also sets the foundations towards ICT’s vision of a simple, user-friendly portal where staff and students can benefit from knowledge articles, live service status updates and quicker resolution time using automated forms.
ICT’s vision is to continue to improve ASK so that it is a useful resource for all staff and students to find solutions and seek ICT support. You can follow our progress by reading our Cross Functional Product release notes.
Visit ICT’s changes to how you contact ICT Service Desk web page for the latest information including how this change impacts you, the benefits, how you can help and an FAQ section which will be updated in line with feedback from our user testing group.