We're excited to announce significant enhancements to your IT support experience, centered around an improved Self-Service portal within ServiceNow.

While you can continue to contact the IT Service Desk via the same phone numbers, you can now submit and track your IT support tickets and service requests through a redesigned self-service portal.

This updated portal boasts a fresh, modern look and improved navigation, making it easier than ever to find the help you need.

Based on valuable community feedback, we've updated our processes to improve response times and provide you with the best possible service and support. We've created dedicated forms that will allow us to assign and resolve incidents more quickly.

By using these forms, you'll help IT better understand your needs and ensure that the right team addresses and resolves your request—enhancing your overall experience with our department.

Available Forms:

• General Support
• Clinical Application Support
• Software and Hardware Support

Based on feedback provided by UM students in the 2023 IT client satisfaction survey, students indicated a preference for Gmail as their email system. On August 1, 2024, we transitioned student UM email from Outlook to Gmail. Support for students transitioning to Gmail is ongoing throughout the Fall 2024 semester and beyond.

In fall 2023, the University of Miami revised its post-graduation email policy to ensure new graduates' @miami.edu emails are forwarded to their personal email address. Alumni that retained their UM mailboxes (e.g., those that graduated before the Fall 2023 semester) were transitioned to a forwarding-only mailbox on November 18, 2024.

To support students, faculty, and staff in their increased need to save and share cloud video recordings, the University's video streaming platform Kaltura will become the long-term storage option for Zoom cloud recordings.

Students, faculty, and staff use CaneLink—the University's Student Information System (SIS)—to search for classes, view course schedules, view class rosters, and much more. A new, mobile-friendly CaneLink interface for students is available.