Service Ticket System
The Service Ticket System provides a secure, centrally-managed IT support ticketing system for the NIH Service Desk, support partners in the ICs, and other IT support help desks at NIH.
The components of the Service Ticket System -- hardware, software and licenses -- are centrally managed for a reduced cost for its customers. The Service Ticket System provides a central report server which allows customers to generate their own reports based upon a wide range of fields and parameters. It also offers a central location of servers in the NIH computer center which provides a secure and managed physical environment.
Customers are primarily IT support providers who work with the NIH Help Desk. Requests for services from others will be evaluated based upon how well they integrate with current support models.
Frequently Asked Questions
Q: Can customers see the status of service tickets online?
A: Yes. Customers who have tickets opened in the service ticket system can see them at the IT Service Desk Home page (http://itservicedesk.nih.gov/)
Q: Are the processes automated by the service ticket system based on any IT Best Practices?
A: Yes. The service ticket system’s underlying processes are based on Information Technology Information Library (ITIL) recommendations for Incident, Request and Problem Management processes.
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