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NYU ServiceLink Project

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NYU is embarking on a new and exciting initiative to improve customer service and the user experience for faculty, students and staff for administrative services across the GNU. This initiative is a business process improvement project, a service improvement project for the NYU community and a technology project all in one. This initiative will develop an ongoing University-wide service named, ServiceLink which will create a common user experience for seeking help, knowledge and making requests.


This initiative will:

  • Implement a set of administrative processes and tools that are as common as possible and as different as necessary
  • Ensure the voices of the NYU community drive requirements across administrative service centers
  • Provide the NYU Community with a clear map as to how to access each administrative service
  • Establish efficient cross-service processes (e.g., ease hand-offs and routing of information)
  • Ensure a discipline of continuous improvement based on community feedback and metrics

What this means for YOU?

  • Provides you with an integrated entry point and map for your administrative service needs
  • Provides you with the ability to search an online knowledgebase and obtain answers to commonly asked questions
  • Enhances your ability to track requests and incidents online and view the status (across administrative functions) whether initiated online, via email or via phone
  • Improves how service transactions are routed and shared across administrative units to reduce time needed to resolve your issues
  • Offers enhanced metrics and reporting to improve how NYU services are offered and delivered to you in the future

ServiceLink Timeline

Stage 1: Phase A, B and C

Phase A of ServiceLink will kickoff this important NYU initiative and implement the core components of the new tool, ServiceNow, as well as define the initial scope, services and administrative metrics.

Phase B of ServiceLink includes rolling out the new tool to Information Technology related services in NY, Abu Dhabi and at Stern as well as HR, Payroll and Benefits services in NY and Abu Dhabi and Financial Reporting inquiries as part of the University Data Warehouse’s new Decision Support Group. In addition, this phase will rollout a new self-service tool for the NYU Community to easily seek help and make online requests.

Phase C of ServiceLink will include additional NYU administrative functions possibly including various Finance units, additional school IT Help Desks, Student Services and the Office of Global Services. The team is in the process of confirming which groups will be part of the next phase and plans for additional future phases of the ServiceLink initiative.


FAQs

How will ServiceLink work?

Simply, as that is our goal, you will be able to request services and help through a new website as well as existing methods, such as phone and email. A new easy-access self-service tool will be rolled out to the NYU Community to allow staff, faculty, students and alumni to request and receive assistance in a timely, consistent, and accurate manner. Your requests will be routed to the appropriate service desk and managed using the new tool, improving how requests are monitored, shared across administrative units and most importantly, resolved.

How does ServiceLink change how I request help or find answers to my questions?

A new NYU ServiceLink website will serve as the default place to go when you don’t know who to call or where to go for help. Using a Google-like interface, you will be able to search services ("I need to print" or "add a dependent") to report issues, find information, and make requests related to administrative functions at NYU (e.g. HR, Payroll, IT, Finance). The website is planned to go-live in January, 2013. Stay tuned for more information on this website.

Will this improve how I find out status of my open requests?

Most definitely! You will be able to track the status of all your open requests on the ServiceLink website across administrative functions.

Which services are in scope for ServiceLink?

Many NYU administrative services are interested in getting involved in ServiceLink.To start, our first phase of ServiceLink includes Information Technology related services in NY, Abu Dhabi and Stern as well as HR, Payroll and Benefits services in NY and Abu Dhabi and Financial Reporting inquiries as part of the University Data Warehouse’s new Decision Support Group. We are already gearing up for our next phases.

I am a service provider at NYU and am interested in the new tool for my staff/team, how do I find out more?

Great, we’re interested in talking to you too! Please send a note to servicelink.team@nyu.edu to request more information and set-up time to talk with the ServiceLink team.

Enhancing the user experience and administrative services for the NYU community across the GNU. NYU ServiceLink
people, process and technology

Participate in ServiceLink

We cannot accomplish the ServiceLink goals without your support, input and feedback. The project team will establish a new Client Advisory Group to gather input from the NYU Community as well as continuing to meet regularly with the Service Provider Advisory Group to ensure we’re hearing from those most impacted by this initiative. Please consult this website often for updated project information. Thank you in advance for your support and please share any thoughts and ideas you have via servicelink.team@nyu.edu.

If you work within a department that currently provides services to the NYU community and are interested in finding out more about ServiceLink and how it can enhance how your team delivers services, please email servicelink.team@nyu.edu.

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ServiceLink will be available to staff, faculty and students.
 

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Service Provider Advisory Group

The current Service Provider Advisory Group includes representatives from the following offices, projects, schools and locations:

  • Abu Dhabi
  • Finance Operations
  • Global Programs Office (GPO)
  • Global Technology Services (GTS)
  • Information Technology Services (ITS)
  • Office of Global Services (OGS)
  • Payroll Operations
  • Program Services Office (PSO)
  • Shanghai
  • Sponsored Programs Administration (SPA)
  • Stern Information Technology
  • Student Services (Bursar, Financial Aid and Registrar)
  • University Data Warehouse (UDW+)
  • University Human Resources (UHR)

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