IT Service Management

ITSM (Information Technology Service Management) is the system used at Ankara Medipol University to record, track and manage the resolution of issues raised by academic/administrative staff and students.

Information Technology Infrastructure Library

The Information Technology Infrastructure Library (ITIL) is a set of practices for IT Service Management (ITSM) that focuses on aligning IT services with business requirements.

Summary

ITSM refers to the process of planning, implementing, delivering solutions for and managing an organization's Information Technology services.

Features

IT Support Processes

1. Submitting a Request/Issue: Users who experience a problem with IT services or who have a hardware/software request within the scope of IT can log in to https://itsm.ankaramedipol.edu.tr/ with their institutional user account and create a ticket by selecting the relevant category and location, or send an e-mail to [email protected]. Each e-mail is recorded in the ITSM system with a tracking number, and during working hours you will receive a reply within two hours at the latest confirming that your request has reached us.
2. Tracking the Process: At the bottom of the initial reply there is a link through which staff members and/or students can track the support ticket they have created. By clicking the link and logging in with their username and password, they can follow the process via ITSM. They can also receive automatic notifications about its progress.
3. Completion of the Process: Once work on the support ticket has been completed, a reply titled “RESOLVED” is sent. If the requester believes the issue has not been resolved, they can reply to the same e-mail. If there is no response to the support ticket, the ticket is closed.
4. Contact: To obtain more information or request assistance regarding issues and requests, you can call our call center number or contact our WhatsApp support line. If you choose to contact us this way, our support staff will open a ticket in ITSM on your behalf.

Who Can Use It?

It can be used by the administrative unit staff of the Department of Information Technologies.

To access the ITSM User Guide, click here.