What is an IT service management (ITSM) tool?
An ITSM is a software tool that supports the provision of IT services based on the principles of the ITIL framework.
University Information Services (UIS) uses our ITSM tool, HEAT for:
- Incidents: for example, "My computer is broken"
- Tasks: an internal request as part of incident resolution
- Problems: for example, "There is a bug with V1.2.3 of the xxx software"
- Service Requests: for example, "Can I have a new computer?"
- Changes: keeping track of changes to systems and services
Features and benefits
- Tracks user requests and fault reports efficiently
- Maintain a database for support use
- Improve service quality
- Identify service-related problems
- Automate business processes
- Provides a self-service portal for customers
- Knowledge repository
Cost
There are no charges for using our ITSM tool but this may change in the future.
How to get access
If you're interested in this service, please contact: itsm.support@uis.cam.ac.uk
How to use HEAT
Data retention
We retain UIS incident tickets for a limited amount of time after they're resolved. The amount of time varies depending on the service the ticket relates to. For the majority of UIS IT support tickets, this will be one year after the date the ticket is closed. This complies with the University’s guidelines on records retention (PDF, 412KB).