IT Self-Service Portal | University of Miami Information Technology


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.

Quick Links: Key Benefits - Visualize the Experience - FAQs - Info for IT Licensed Users -  Support

Key Benefits

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User-friendly alternative to placing a phone call to the IT Service Desk.

Creates a unified experience for all IT self-service portal users.

Ability to view current and planned upcoming IT system outages.

Visualize the Experience

The New IT Self-Service Portal

Submit and track your IT support tickets and service requests via the new self-service portal, which has a fresh, modern look and improved navigation.

  • Be sure to update your bookmarks! The new self-service portal is now available at: it.miami.edu/self-service
    • Please note, the previous self-service portal remains active until further notice only for IT @ the Academy project requests (i.e., Demands), IT work orders (i.e., IT Telecommunications service requests), and clinical device management (i.e., Nuvolo).

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UService Self-Service Portal

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To open a ticket (i.e., create an incident) via the new self-service portal, visit: it.miami.edu/self-service

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General Support (a.k.a Create Incident) Form 

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Sample Email: New Incident Created

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System Status Page

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Standard ServiceNow View

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Streamlining and expediting incident resolution with customized support forms

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:

If you prefer to contact the 24/7 IT Service Desk via phone, feel free to call 305-284-6565 (Coral Gables/Marine) or 305-243-5999 (UHealth/MSOM). Please keep in mind that the help@miami.edu and help@med.miami.edu email addresses are no longer automatically creating incidents.

Coming Soon: IT Support Virtual Agent Powered by ServiceNow

We're excited to announce that a new way to get IT help is on the way! Our IT Support Virtual Agent—powered by ServiceNow—is currently being optimized to give you faster answers and easier access to technical support.

You may already notice the Virtual Agent chat feature showing up in the IT Self-Service Portal and via Microsoft Teams. Feel free to try it out by following the tip sheets below:

Please note that the Virtual Agent is still in development, so while you can interact with it now, some functions may not be fully available yet.

Stay tuned – once fully launched, the Virtual Agent will be ready to:

  • Check the status of your IT requests
  • Answer common "how do I…?" questions
  • Route issues to the right support team faster
  • Discover relevant support articles to provide you with quick answers

Full rollout is coming soon! In the meantime, we appreciate your patience (and your test clicks!) as we fine-tune the experience.

Frequently Asked Questions

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Information for IT Licensed Users

Access Information Specifically for IT Users of ServiceNow

Support

Need help? We're available 24/7!

For any questions or concerns, please contact the IT Service Desk.

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