New IT Service Portal Launches June 16

James Madison University Information Technology (IT) will launch a new IT Service Portal on June 16, providing a more streamlined and user-friendly way for students, faculty and staff to access technology services and support.  The new portal, located at help.jmu.edu, will replace the current IT Service Portal (its.jmu.edu) and represents a significant enhancement to how the university community requests assistance and finds solutions to technology-related needs.

Improved Access to IT Services

The updated portal will include a redesigned service catalog that organizes IT services into categories or an A-Z list, making it easier for users to find what they need. In addition, a powerful search feature allows users to quickly locate services or help articles without navigating multiple pages.

Expanded Self-Help Resources

A key feature of the new portal is the expanded Knowledge Base, offering an ever-growing collection of self-service articles written by JMU IT staff. These resources enable users to resolve common issues independently and access guidance at any time.  This emphasis on self-service aligns with IT’s broader goal of providing faster access to answers while maintaining high-quality support for more complex issues.

Flexible Options for Getting Help

While the new portal will serve as the primary entry point for IT support, assistance will continue to be available through the IT Help Desk via phone and email. Also, for the first time, users who cannot log in to the portal (guests or those experiencing account issues) will be able to submit a general help request.

Commitment to Service Improvement

Powered by TeamDynamix (TDX), the new system exemplifies JMU IT’s ongoing efforts to modernize service delivery and improve the overall user experience. The launch reflects a continued commitment to making technology support more accessible, efficient, and responsive to the needs of the campus community.

Until June 16, help.jmu.edu continues to serve as the informational hub about the project.  Please be sure to watch the site for updated information prior to the launch date and be sure to return after the launch to check out the new site!