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OIT Annual Report

OIT consolidates web presence, information to improve IT resource finding

A well-organized web presence improves transparency and strengthens OIT’s brand by providing easy access to reliable information.

Kim Vassiliadis.

Kim Vassiliadis

OIT Assistant Vice Chancellor for Outreach, Communications and Consulting

To help the campus community more easily find IT resources, OIT is working to update and consolidate its web presence.

A project is underway, led by OIT Outreach, Communications and Consulting (OCC) and Shared Services, to redesign the OIT website. The redesign will include a transition to the NC State Theme, the standard developed by University Communications for websites across the university using the NC State Web Platform.

In addition to rejuvenating the website, a large portion of content is being migrated to the NC State IT Service Portal. This move will streamline information into one platform where campus users can learn about OIT’s services, find answers to IT-related questions and contact the NC State Help Desk for support.

“A well-organized web presence improves transparency and strengthens OIT’s brand by providing easy access to reliable information,” said Kim Vassiliadis, assistant vice chancellor for OCC.

To prepare the service portal for more traffic and improve user experience, several changes were made to Knowledge and Service Portfolio Management this year. These changes include:

  • Making service offering information visible to unauthenticated users.
  • Expanding the portal’s global search to include service offerings and multiple knowledge bases.
  • Improving search engine optimization to help users find portal content through external search engines.

“With the ServiceNow portal, we’ve consolidated IT services into a world-class platform that provides a modern user experience,” said ServiceNow Platform and Services Manager Jennifer Domnick. “As we continue to embrace ServiceNow’s Request Fulfillment and Service Catalog capabilities via the portal, service providers can further automate and streamline workflows efficiently and effectively and we can advance toward using integrated ServiceNow tools such as live agent and virtual agent chat and AI.”

A concurrent project is in progress to standardize Knowledge Management processes to ensure users have a consistent and cohesive experience when browsing OIT’s public help documentation.

“A well-maintained knowledge base not only enables users to find answers to common questions through self-service but also improves our response time for various support inquiries,” said Nik Davlantis, assistant director, NC State Service Desk. “Together, these benefits ensure that users receive timely responses to their technical support needs.”

OIT plans to launch the redesigned website in November 2024.