Staff can submit IT service requests through ICTO's new IT Service Management System
職員可透過 ICTO 新的 IT 服務管理系統提交 IT 服務申請
Ref. No : SSOU-AQRACDPosted by :SandraSou/UMAC
Department :ICTO-IUSPosted Date : 31/08/2017
Category :


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
      • Computer Account Extension
      • Data Access Authorization
      • Data Recovery Request (For Shared Data)
    Office IT Equipment
      • Computer Equipment Request
      • Software Installation Request
    Telephony Service
      • Call Pickup Group New Request
      • Call Pickup Group Update
      • Hotline Request
      • IDD Passcode Application
    Help Desk
      • General Enquiry

To access ICTO - IT Service Management System, go to and login with your UMPASS account and password.

Getting Started

Service Request Console
    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.

    LogoutClick this icon to log out.
    My RequestsAll 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.
    FavoritesThis button displays a list of requests that you marked as your favorites on the Categories page.
    Popular RequestThis section display the service requests that are popularly submitted. From this list, you can select a request with a single click.
    Search barThis 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.

Help Desk
Location : Room 2085, 2/F, Central Teaching Building (E5), eMap
Telephone : 8822 8600
email :

Information and Communication Technology Office