IT Services

Metropolia has about 14,000 students and 1,500 staff. It has about 6,500 computers and nearly one thousand different software programs. The use of the software causes many kinds of problems and a systematic approach is required in solving them.

Customers (staff and  students) can report problems and send questions by making service requests, which will be registered in

Requeste Request Management System Requeste, the Request Management System.

Same system is used to handle requests of other Metropolia's services such as Real Estate Services, and Library Services. In near future, there is going to be other integration of other Metropolia's services.

Although the service request may be submitted by email, telephone and face to face, is it more guarantee to get help faster when request goes directly from customer interface to Request Management System with detailed description of the problem.

In the customer interface you can also communicate with support persons about your problem or questions and follow the steps in the service request in case that the problem requires more than one person to take care of it.

Information about the service request processing you will automatically receive by e-mail.

When you make a service request, fill out all fields to give as much information as possible. In the title of problem or a question is good to put the name of the service or software ("Help" or "Hurry!!!!" are not good titles).
In description field is also important to explain:

• does the problem occur in other than your own computer,
• does this issue occur after restarting the computer,
• whether it is intermittent or permanent problem,
• when the problem was started, etc.
  

The service request you may also include attachments:

• Screen Shot
  Open Microsoft Word.
  Change to software where the problem exist (click the windows where it is).
  Click the ALT+PrtSc (Print Screen button), switch to Word, and press CTRL+V to paste the screen shot.
• Picture
  You can take picture with phone or digital camera. But in cases you want to send picture, use the jpg format, don't use bmp (bitmap) format.

Save the document and in Requeste choose end of Attach file: field Browse and find the document, Open and click Attach.