The delay in introducing the ITSM portal has meant that the pilot phase for the first regional team will hopefully launch in fall 2023, pending the approval of staff representatives. Once the pilot phase has been completed, we will need to submit documentation and request approval so that we are able to put it into regular operation. This will then be carried out incrementally for the other regional teams. Depending on your regional team, the ticketing system (resulting from a collaborative decision) that you have been using up to this point will be phased out starting in 2024.

We are planning on the ITSM portal being in regular operation in 2024, pending the approval of staff representatives.

There will be a period during which the “central” ITSM portal and individual decentralized ticketing systems will be operated in parallel. Pending tickets will be processed in the legacy system and new tickets will exclusively be opened and processed via the ITSM portal. For organizational, technical, and time reasons we are not planning on migrating open tickets from the legacy system to the new ITSM portal.