June Updates for HaloITSM, WPI's New Enterprise Service Platform

The following message was sent on June 21, 2024 to the WPI community from Vijay Menta, Chief Information Officer of WPI.

Dear WPI Community,

As we announced last month, WPI is implementing HaloITSM, a new enterprise service platform and ticketing system to process requests, inquiries, and issues for ITS, Registrar, Bursar, Marketing & Communications and Talent & Inclusion.

We have several new updates to share with everyone:

1. Go-Live: The transition to HaloITSM from Cherwell and Dovetail is scheduled for August 7, 2024, enabling the community to start the academic year using the new system. On that date, the HaloITSM portal will be available for users to submit incident and service requests and find “how-to” knowledge articles. 
2. Hub.wpi.edu: The WPI Hub will remain active for non-ticketing related content and processes. Continue using this resource after go-live for news, software library, etc. You will be redirected to the HaloITSM portal to access ticketing-related information. Here you will experience the benefits of the new HaloITSM user interface.
3. Email: You can continue to use department email addresses to submit HaloITSM tickets, including its@wpi.edu, registrar@wpi.edu, bursar@wpi.edu, talent@wpi.edu, cmshelp@wpi.edu. You will now receive HaloITSM ticket responses from department email addresses, rather than hub@wpi.edu.

We continue to work closely on configuration and testing with departmental partners. You can learn more about what to expect as our customer with additional details and FAQs on the WPI Hub. We look forward to improving the service we provide to you with HaloITSM!

Best,

Vijay Menta (he/him/his)

Vice President and Chief Information Officer

Information Technology Services

Worcester Polytechnic Institute