Introducing the SAMI Technology Support Portal
- February 7, 2023
OIRT is excited to announce the upcoming launch of our new Technology Support Portal, affectionately known as SAMI (System Automation & Managed Initiatives). SAMI will provide an interactive and intuitive web-based alternative to contacting the University Technical Assistance Center (UTAC) by phone. SAMI is designed to reduce the time that it takes to route and resolve simple technology support requests. This significant enhancement to our support experience will be available on Monday, March 13.
Below are a few benefits of entering and managing your support request through SAMI …
SAMI offers full transparency of your support requests
Information about all of your open and closed support requests will be maintained within the SAMI portal. You can find up-to-the-minute notes from your technician, ticket status, open and close times, and more for each support case. Additionally, as soon as a technician updates your support request, you will receive an email notification. We also welcome your immediate feedback upon a ticket’s closure. Simply, click the quick survey link included with each email so OIRT will be able to use your valuable input to improve our technology and support experience.
SAMI is in alignment with FDU’s Strategic Vision
SAMI and future enhancements to SAMI are part of OIRT’s shared vision and alignment with the broader university vision to SOAR.
SAMI is here to help you 24×7 with little to no learning curve
As you enter a support request, SAMI is already searching FDU’s extensive IT knowledge base and offering potential solutions. For many common issues, your question will be answered before a request is even submitted to our team! If your issue necessitates a support ticket, you can use SAMI to interact with your assigned technician, track the progress of your request, and even re-open a ticket.
SAMI is easy to access
SAMI is accessible from any web browser and through the FDU IT webpage. It also renders great from any mobile phone, meaning you can now open tickets, view progress, and interact with your technician while mobile. SAMI will be accessible at launch through a new FDU mobile app currently under development.
When will I learn more?
OIRT constantly offers new services to modernize our environment and make life easier. SAMI is no exception and offers a multitude of immediate and future benefits. However, its true value will only be reached with the support and adoption of the community. To that end, recorded training and step-by-step tutorials will be made available before the launch. Additionally, we will hold live SAMI training sessions over Zoom.
SAMI is a major step forward in improving the level of service that OIRT provides our faculty and staff, and we eagerly anticipate the March 13th launch.