To: All Staff
To provide better IT services for users across the campus, ICTO must increase the efficiency of internal operations to meet the increasing user expectations.
Since 2016, ICTO Help Desk has established an IT Service Management System to manage our IT services based on the worldwide IT Service Best Practices (ITIL), which includes optimizing existing IT services management framework to include more elements such as operational processes management, service level agreements, user self-service, knowledge management and mobility.
In the new academic year, the automation of the service request process in the system is ready. ICTO Help Desk is now opening the access of the system to staff so that staff can submit, track and manage their service requests online.
Starting Friday, 1 September, staff can request the following services from ICTO through our IT Service Management System：
Accounts & Access
Office IT Equipment
- Computer Account Extension
- Data Access Authorization
- Data Recovery Request (For Shared Data)
- Computer Equipment Request
- Software Installation Request
- Call Pickup Group New Request
- Call Pickup Group Update
- Hotline Request
- IDD Passcode Application
To access ICTO - IT Service Management System, go to https://itservice.umac.mo and login with your UMPASS account and password.
When you log into IT Service Management System, you will be taken to the “Service Request Console” page. This page provides an easy-to-use user interface to view and submit requests, track request and manage them.
|Logout||Click this icon to log out.|
|My Requests||All of your submitted requests will display on the right panel of the page. To view requests by status type, select one of the following options from the Show drop-down list.|
|Favorites||This button displays a list of requests that you marked as your favorites on the Categories page. |
|Popular Request||This section display the service requests that are popularly submitted. From this list, you can select a request with a single click.|
|Search bar||This section allows you to search the requests.|
Should you have any enquiries or feedbacks about the new IT Service Management System, please do not hesitate to contact our Help Desk.
Location : Room 2085, 2/F, Central Teaching Building (E5), eMap
Telephone : 8822 8600
email : firstname.lastname@example.org
Information and Communication Technology Office