FY2026 Accomplishments
FY26 reflected Support Services’ continued focus on reliable service delivery, customer experience, secure access, endpoint modernization, accessibility, collaboration support, digital signage modernization, lifecycle management, software licensing, repair services, and operational readiness.
The team supported high-volume, university-scale services and platforms, including 217,635 TeamDynamix tickets, 34,000+ managed endpoints, 116,000 Service Center inquiries from 55,000 community members, 540+ Zoom Rooms, 900+ Digital Signage endpoints, 26,000+ software licenses, 52,801 linear feet of poster printing, 10,000+ MCards, and 1,816 Apple device repairs.
These accomplishments demonstrate ITS Support Services’ commitment to dependable operations, thoughtful planning, strong governance, cross-team coordination, clear communication, accessibility, security, and responsive support for the U-M community.
TeamDynamix Growth
ITS processed more than 217,000 TeamDynamix tickets this year, and the Service Support team played a key role in supporting over 100 TDX applications, which have now surpassed 10 million tickets since the tool was adopted in May 2020.
Used by 90+ teams across U-M, TeamDynamix continues to serve as a shared service-management foundation for the institution. The platform helps work move seamlessly across units, campuses, and Michigan Medicine, allowing requests to be routed and resolved without requiring individuals to restart the process.
MiWorkspace: Future-Proofing Computing Infrastructure
MiWorkspace Core was conceived, built, and fully operationalized in just four months, from September through December 2024. The service extends Mac, Windows, and MPrint platform services to remaining campus units outside the full MiWorkspace service.
With onboarding underway, 9 of 11 academic units are complete and 2 are in progress. The MiWorkspace family of services will soon manage 34,000+ campus endpoints, making it one of the largest centrally managed endpoint programs in U-M’s history.
This expansion strengthens endpoint security, standardizes support, improves lifecycle management, and provides campus units with access to scalable platform services.
Exceptional Customer Service Through the ITS Service Center
The ITS Service Center continued to serve as a critical front door for technology support across the university. In the past year, the team assisted 55,000 community members across 116,000 inquiries, helping users resolve issues, understand services, and connect with the right support teams.
Customer satisfaction remained exceptionally strong, with more than 99% of survey respondents reporting they were satisfied or very satisfied with their experience. These results reflect the Service Center’s continued focus on responsiveness, accuracy, empathy, and reliable support at scale.
Tech Shop: Supporting Secure Access with Okta
Okta continued to serve as the secure front door to U-M systems, with more than 175,000 users signing in each week. The platform enforces security policies and manages access decisions across thousands of applications for faculty, staff, students, researchers, and affiliates.
As U-M transitioned from Duo to Okta for two-factor authentication, Tech Shop played a key operational role by distributing 4,358 Okta security tokens to faculty and staff across the Ann Arbor campus. The team coordinated procurement, inventory management, custom U-M branding, and customer support to meet increased demand and help ensure uninterrupted access to critical systems supporting teaching, research, healthcare, and administrative operations.
Tokens were distributed through multiple service channels: 1,057 to walk-in customers, 643 through curbside and counter service, 347 shipped directly to customers, and 2,311 hand-delivered through the Campus Delivery Program. This coordinated effort helped the university meet adoption timelines and maintain business continuity throughout the transition.
Collaboration Services: Google Workspace, Dropbox, Slack, and Zoom
Support Services managed frequent changes across Google Workspace, Dropbox, Slack, and Zoom, helping the U-M community adapt to evolving collaboration tools with minimal disruption. The team monitored vendor updates, assessed user and administrative impacts, updated documentation, prepared communications, and coordinated support readiness across campus.
In Google Workspace, the team supported major governance, lifecycle, and AI-related changes across Gmail, Drive, Calendar, Meet, Chat, Gemini, and NotebookLM. Work included planning for secondary calendar ownership changes, Drive sharing and permission updates, feature retirements, and the continued expansion of Gemini and other AI-enabled tools.
Dropbox work focused on improved lifecycle management for Team Folders, including processes for claiming, archiving, and preparing orphaned or unmanaged folders for deletion. Slack support centered on accessibility, workflow creation, notification changes, file organization, and usability improvements.
Zoom remained essential for meetings, instruction, events, hybrid work, and room-based collaboration. U-M’s Zoom Rooms service grew to more than 540 active rooms across campus and Michigan Medicine. During the past six months, those rooms supported more than 33,000 meetings and 2 million minutes of engagement.
ITS Digital Signage: Expanding Flexible Visual Communication
ITS Digital Signage supports 900+ visual communication endpoints across the Ann Arbor campus and health system, helping units share timely information, event details, announcements, alerts, and other visual content in high-traffic spaces.
A January 2026 relaunch introduced more flexible, reliable, and cost-effective service options to better meet varied campus needs. The revised model provides clearer service paths for signage owners, content managers, contributors, unit IT teams, and operational partners.
The updated model also addressed previous challenges with a one-size-fits-all approach to hardware, content management, and support. Work included service planning, pilot engagement, stakeholder communications, support readiness, accessibility planning, customer-facing materials, and continued post-launch refinement.
Computing Sites, Printing, and Classroom Support
Sites Poster Printing service experienced another notable increase in volume, printing 52,801 linear feet (10 miles), which was a 16% increase over FY25 and a continued trend of 15–30% growth in each of the last five years. During the “poster rush” of April 2026, the team printed 26% of this year’s posters in four weeks.
ITS Tech Help provides face-to-face support for personal devices, as well as U-M technology such as Okta and MCards. This academic year, the team will facilitate the repair of close to 1,000 personal devices, issue over 1,200 Sites @ Home laptop loans, and print over 10,000 MCards.
Tech Repair: Leadership in Campus Repair Services
Tech Repair maintained its position as the #1 Apple Authorized Repair Center in the higher education channel, completing 1,816 Apple device repairs during FY26 for students, faculty, staff, and university departments across the Ann Arbor campus.
Keeping the University Connected and Productive
As an Apple Authorized Repair Center, Tech Repair provides expert service for both university-owned and personally owned Apple devices, helping the campus community quickly recover from hardware failures and minimize disruptions to teaching, learning, research, and administrative operations.
During FY26, the team completed repairs on 1,707 Macs, 80 iPads, 22 Apple Pencils, and 7 Apple Watches. In addition to providing convenient local repair services, Tech Repair helped reduce productivity losses by offering loaner equipment while devices were being serviced. By supporting both departmental technology assets and personally owned devices used by students, faculty, and staff, the service plays an important role in maintaining continuity of work and academic success across the university.
Advanced Tools for User Support and Service Optimization
Support Services improved service delivery through coordinated communications, documentation updates, administrative review, and cross-team readiness planning.
The team prepared targeted and broad communications for affected users, updated knowledge articles, reviewed administrative settings, monitored vendor rollout timing, and clarified vendor changes that did not apply cleanly to U-M’s environment. Support readiness was coordinated with the Service Center and operational teams for major changes, including Digital Signage, Zoom Hub, Dropbox lifecycle management, Google secondary calendars, Shared Account planning, and collaboration-tool updates.
This work strengthened the connection between service administration, user support, documentation, customer communications, and operational readiness.