Yes, the current ZEDAT or FUB-IT hotline will remain in operation.

You can receive support over the telephone by calling either the hotline or your regional team.

IT support availability will be based on the current ZEDAT/FUB-IT hotline service hours. However, due to staffing issues in IT support, especially the hotline, this may vary significantly.

The new ITSM portal is designed for mapping IT and non-IT processes alike. The current focus is on the process design of IT support processes in the context of FUtureIT.

The ITSM portal is also suited to handle practical issues covered by the Engineering and Utilities Division, especially when it comes to error reports sent from IT, for example, “network socket broken.” The relevant processes must first be defined, signed off on, and described so that they can be mapped and implemented on the ITSM portal.

Software will continue to be assigned to IT workstations in the previously established manner for the time being. You will find an overview of software and further details here.

Yes, it will be.

Students will also be able to use the ITSM portal to report IT issues. We are currently planning on migrating individual topics from the ZEDAT to the ITSM portal as well as establishing close connections between both portals so that students can easily navigate between them to find the information they need.

Our vision is to represent IT services more or less in full on the ITSM portal and to integrate the associated processes as seamlessly as possible. We are currently facing the issue of different ticket systems not being able to communicate transparently with each other. This can only be solved by implementing one overarching ITSM portal.