IT Help gets an upgrade
As part of Unitec and MIT becoming one organisation, we are rolling out a new IT Help system, merging MITHUB and Ivanti HEAT. Allowing our teams to more efficiently manage Digital, Property and Facilities service requests and incidents in a timely manner.
The team have been working in the background, testing with key stakeholders and making sure the system performs as good or even better than before. This ensures we can continue to provide the services you need and also make sure we assist you with your digital, property and facilities needs in the most efficient way.
What’s changing?
Given the importance of the change, we have taken a strategic approach, particularly as MIT and Unitec still have different core systems. With this in mind, despite a change to the look and feel, the most used templates and their workflows, have been replicated to allow things to be really familiar and operations to continue.
All open help requests have been transferred to the new system, so there is no need to recreate any service requests or incident reports.
The new IT Help system can be found here: https://mitunitec-amc.ivanticloud.com/ (this will replace any references on our help resources, web sites and we do ask that you replace your bookmarks).
Logging in requires your MIT or Unitec credentials, clicking either Sign in Unitec or Sign in with MIT, below the blue Login button.
Depending on your role within the organisation, the new Ivanti system landing page will look similar to the one below. We’ve added a link at the bottom of this page to a Quick Reference Guide to help navigate the new portal.
To make things easier, and remove some of the confusion in addition to replicating the template titles from MITHUB and Ivanti HEAT, templates also have either MIT or Unitec in the tile. As indicated below:
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Additionally, any cases submitted under the wrong brand, can easily be moved across, to ensure you receive the service you need.
What stays the same?
Although there is a change to the look and feel, the most used templates and their workflows, have been replicated to allow things to be really familiar and operations to continue. The teams receiving those service requests and incidents are unchanged, meaning you can expect the same high level of expertise and support.
Need Help!
We understand that sometimes, you may just need to speak to someone, with that in mind, we are still supported by the service desk team, via the other channels, namely:
Phone: MIT 0800 62 62 52 (Option 3) or 09 968 7676, Unitec: 0800 275 467 (0800 ASKIMS)
Email: MIT (icts.helpdesk@manukau.ac.nz), Unitec (itsupport@unitec.ac.nz).
This change applies to both staff and students, and will be available from Wednesday, 18th March, at 7am. However, this is just the start of the journey and in the spirit of continuous improvement, we welcome and appreciate your feedback and suggestions.