Welcome to HaloITSM, WPI's New Enterprise Service Platform

Department(s):

Information Technology Services

The following message was sent on August 7, 2024 to the WPI community from Vijay Menta, Chief Information Officer of WPI.

 

Dear WPI Community,

 

Today we begin using HaloITSM, a new enterprise service platform and ticketing system. It will be used to process requests, inquiries, and issues for offices of Information Technology Services (ITS), Registrar, Bursar, CMS Helpdesk in Marketing & Communications, Talent & Inclusion, and Academic Affairs. These departments have collaborated closely to improve the user experience for you, our customers. We are excited for you to experience the benefits of the new HaloITSM user interface! 

 

Complete details about the implementation, plus FAQs and instructions for using the portal, are available. Here are a few highlights: 

 

  1. Access: The new HaloITSM end user portal is located at help.wpi.edu. For full access, WPI community members login using “Single Sign-On” with their WPI username and password. Some information may also be accessed by guests, such as parents. While we highly encourage you to take advantage of all that the new portal has to offer, you may still use email to submit questions and issues, as before.  

 

  1. Tickets: New tickets for requests and issues can be made by visiting help.wpi.edu. Login enables “autofill” for some fields when submitting a ticket. It also allows you to check the status of tickets opened as of Aug 7th. On the portal, as you type in the “Report an Issue” summary, related how-to and service information will be presented to you.

 

  1. Services: Request forms for services offered by the departments that use HaloITSM can be completed at help.wpi.edu. Service request forms are designed to collect specific information needed to fulfill your request. Filling out the form completely can decrease back-and-forth emails and speed up resolution time. 

 

  1. Knowledge Base: Self-help instructions and information, known as Knowledge Articles in HaloITSM, can be searched at help.wpi.edu. Login enables you to view all articles, as some require authentication. You can also rate the articles and provide comments so that we may continuously improve.

 

  1. Email: Emailing a department address for ITS, Registrar, Bursar, CMS Helpdesk in Marketing & Communications, and Talent & Inclusion will create a HaloITSM ticket. That ticket can be monitored at help.wpi.edu.  

 

The WPI Hub at Hub.wpi.edu remains active for non-ticketing related content and processes, including but not limited to News, Software Library, and Course Registration Add-Drop. (Please note that add/drop for A term will still be managed through the WPI Hub process. ITS and the Registrar’s Office are targeting B Term for a new process using Workday Extend.) WPI Hub changes include:

  • If you click on ticket or knowledge-related items, you will be automatically redirected to the HaloITSM portal. 
  • Course Maintenance has been moved from hub.wpi.edu to Workday Extend, where it can directly link to course data. Please refer to these instructions for the new Workday process. 

 

We are starting our HaloITSM journey with the vital components needed to begin the new academic year using this service platform and ticketing system. As we continue to add functionality, the Halo portal at help.wpi.edu and the WPI Hub at hub.wpi.edu will continue to be modified. We appreciate your feedback as we implement this new system, and we are here to provide assistance that you need to successfully use HaloITSM. You may contact the IT Service Desk at 508-831-5888 or its@wpi.edu with questions.

 

Best,

Vijay Menta (he/him/his) 

Vice President and Chief Information Officer

Information Technology Services

Worcester Polytechnic Institute