Text: Jonas Storgaard, ITS and Marianne Fuglsang Welling Farsinsen, AAU Communication and Public Affairs Photo: ITS

Serviceportal.aau.dk. This is a web address that you, as an employee or student at AAU, will use from March 13 when you need help and want to get in written contact with the IT supporters in IT Services (ITS).

With the new service portal, there are no more confusing email threads and emails that easily disappear in the inbox. The new portal allows students and staff to create cases, track status and communicate directly with IT support via a chat function. This creates a more transparent and interactive experience for users while increasing efficiency in case management.

The new service portal means that the support email support@its.aau.dk will be closed. All new cases must either be created through the new service portal, by phone on 9940 2020 or at the physical service desks on campus.

- We have high expectations for the service portal and hope that users will embrace the change. We are aware that employees and students are used to and feel comfortable sending emails to us at support@its.aau.dk, and we are doing everything we can to ensure that the new process via the service portal will provide a good experience, says Anja Bredal, Team Leader for IT Support.

- We will be able to give employees and students a more modern and digital experience when interacting with IT support, who can quickly help users with an answer or solution, she adds.

In connection with the transition to the new web portal from March 13, IT support has prepared a broad information campaign to ensure that AAU's employees and students are well prepared for the change. This will include physical pop-up stands in canteens, posters, information on the university's websites, updates on social media, etc.

The service portal will also handle IT support cases handled by Student Services, Finance and HR. Therefore, during February and March, training is planned for all users who will be managing cases in the new system, so that everyone involved has a smooth transition to the new tool.

Continuous development and improvement

The first version of the service portal will be launched on March 13th. In the time after the launch, the project team behind the new web portal will focus on reviewing user feedback in order to identify which improvement measures can be developed and implemented.

You can read more about all this and much more on the project website (in Danish).