“How Can We Help?” HITS Improves Customer Experience, Introduces New Online Service Portal


Health Information Technology and Services (HITS) is streamlining and significantly improving the way it provides IT-related products, services, and support.

Beginning Monday, September 11, members of the Michigan Medicine community who need help, want to request an item or service, or wish to report a problem are invited to “Click, Call, or Visit” HITS, as follows:

1. CLICK. By clicking on the new “How Can We Help?” service portal (help.medicine.umich.edu), and logging in using their Michigan Medicine (Level-2) username and password*, customers will have direct access to:

  • Ask a question, or submit a request for service or repair.

  • Initiate many commonly-requested tasks, such as password resets, etc.

  • Order software, devices, or other items.

  • Search the HITS Knowledgebase for articles and self-help resources.

  • Check on the status of an incident, request, or order.

* If accessing the portal from outside Michigan Medicine's wired or wireless networks, Duo two-factor authentication is also required.

2. CALL. As always, customers can call the HITS Service Desk (734-936-8000) anytime, 24/7, to ask a question or report a problem.

3. VISIT. HITS continues welcoming customers to visit any one its three “Help Me Now” walk-up locations between 8 a.m. and 5 p.m., Monday through Friday. Help Me Now offices are conveniently located close to many classrooms, laboratories, hospitals, and offices, including:

This upgrade is the result of a year-long effort by HITS to unify, streamline, and improve the service requests are managed, with a major focus on retiring legacy ticketing systems, and adopting a new platform – ServiceNow – designed to facilitate improved intake, more consistent tracking, better communication, and more effective follow-up. ServiceNow is also expected to directly empower customers by providing easier access to essential information, and offering more convenient ways to initiate many common tasks.

When legacy MCIT and MSIS unified last year to become HITS, the new organization established strategic initiatives specifically dedicated to improving all aspects of customer service. Michael Warden, Senior Director for Service Management, was asked to bring together many teams across the organization to form a group to focus on these efforts. The group decided early on that improving the way the organization handled incidents and tickets should be among our first priorities.

“Each month, HITS handles more than 16,000 phone calls and 22,000 tickets – and until now, we’ve done this across multiple systems of work, which created many opportunities to lose track of requests or miscommunicate across the organization,” says Warden. “Today, we’re excited by the opportunity ServiceNow is providing to unify and streamline this work– allowing us to improve the way we handle requests, benefit from better tracking and reporting, and most importantly — enhancing the HITS customer experience.”

In conjunction with the September 11 service re-launch, HITS is undertaking a coordinated information campaign that includes newsletter articles, website updates, targeted emails, digital signs, print collateral, and other methods designed to make sure everyone across the Michigan Medicine community knows how to contact HITS to make a request, report a problem, or check on the status of an item.

Customers who have questions about how to use the new "How Can We Help?" portal – including how to log in, submit a ticket, place an order, check on the status of an order, etc. – are invited to visit michmed.org/HITS-portal-howto to view relevant “how to” information on the HITS Knowledgebase.

Our new ustomer service portal is just one of many efforts HITS is undertaking to improve the quality of IT-related products, services, and support available to the Michigan Medicine community. Please stay tuned for additional updates as they develop.

More information:

Additional documentation and self-help information related to ServiceNow is available on the HITS Knowledgebase.

If you have questions, comments, or concerns about ServiceNow, please send an email to: HITS-Servicenow-Inquiries@umich.edu.

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