Help.UNM
Help.UNM is available for customers of University of New Mexico, the Health Sciences Center and University Hospitals to submit requests for service or assistance and to track the status of incident tickets submitted.
Using the System
Users can access the system by going to https://help.unm.edu. You will be required to authenticate with your complete UNM NetID (like your e-mail address), netid@unm.edu, and your password. When you are logged in, you will be able to create a New Request, View Open requests, and View Closed requests you've made in Help.UNM. The Help.UNM page includes a list of current IT problems and a list of top requested articles from the Help.UNM knowledge base. If you have problems logging in, or other questions about using Help.UNM, contact the IT CSS Service Desk.
Demonstration
View the Help.UNM Self Service Portal Demonstration courtesy of HSC User Support Services.
Background
The three largest IT service providers at UNM, Information Technologies, the Health Sciences Library and Informatics Center (HSLIC), and the UNM Hospital(UNMH) have collaborated to consolidate service management with a single service management tool. The major IT service providers seized the opportunity to optimize licensing and make IT service more seamless for all customers. When the HEAT and Peregrine licenses were coming up for renewal, these service providers pooled financial and staff resources to develop similar processes to request and fulfill service requests as well as to intake and track system incidents. Based on ITIL (Information Technology Infrastructure Library) best practices, the Cherwell Inc. product was the successful bidder to UNM. The Cherwell IT service management product has been branded Help.UNM and went live in fall 2011.