New ESM launches in less than week!

Here’s a summary of what’s happened since our last update:

• 60 people from across the university attended the recent ESM demo
• 73 staff have completed the tutor-led training sessions
• Over 90 Professional Services staff now have Service Agent accounts
• A pre-launch version of FreshService has been made available ahead of go live day
• We’ve added an FAQ section 
• …and published a guide for MSD IT Associates outlining out to manage your RT tickets in FreshService

 Here is what we’re doing next:

• Finalising the v1 Knowledge Base
• Final tweaks to application config and workflows
• Preparing release of live data feeds and integrations
• Implementing changes based on feedback from users

 Here are things you can do ahead of next week’s launch:

• Watch a recording of the ESM demo (requires SSO)
• Login to the new system to get familiar
• Help us with UAT by telling us if you spot a whoopsie 
• Give your RT queues a spring clean

Contact us if you have a question