We're making it easier for you to get the IT help you need. Our new DTS Service Portal, which launches in November 2025, will reduce your waiting times, give you instant access to IT based solutions, and let you track your requests from start to finish.
The DTS Service Portal, powered by ServiceNow, will be your digital front door to LSE IT support.
Once it launches, all tickets will be managed through the DTS Service Portal so you'll notice a new look and feel to our notification emails, regardless of how you make contact.
What the DTS Service Portal will give you
Instead of sending an email with your IT request or issue and wondering what's happening with it, you will be able to log into the DTS Service Portal and see the status in real time, with all the history and communication in one place. You will receive notification emails as soon as anything changes as well.
You'll still be able to contact DTS the way you always have - but you'll also have the option to use the DTS Service Portal to submit new tickets directly including on behalf of someone else. This will get your ticket to the right team faster, with all the details you provide captured upfront. Plus, the new Live Chat feature lets you speak in real time with a member of the Service Desk.
Instead of uncertainty about what IT services are available, there will be a new IT Service Catalogue which clearly showcases what we deliver, and signposts to helpful content elsewhere. And there will also be a new dynamic Knowledge Base which is kept updated with key content and guidance, so that not every question becomes a ticket.
This will sit alongside AI powered assistance, so that even during busy times or out of hours, you can still access help with common queries and issues.
What the future has in store for the DTS Service Portal
The launch of the DTS Service Portal is just the starting point. Over time, you will see exciting, user-focused developments, including:
Smarter support from the start: By integrating our asset records, we'll already know which device(s) you use when you get in touch. This will also make it easier to spot recurring issues across specific makes and models.
Joined-up procurement and installation: DTS Service Portal and OneFinance procurement processes will be aligned and streamlined, so getting hold of the right computer equipment and software becomes simpler, faster, and more transparent.
Fewer manual steps, faster resolutions: We'll introduce new automations and workflows for common requests - reducing manual contact points and speeding up ticket resolution.
Fixes before faults: We're shifting to proactive issue detection, so we resolve problems before they disrupt your work.
A smarter, more helpful Knowledge Base: We'll continuously enrich our Knowledge Base so it becomes increasingly intelligent, relevant, and easy to use.
DTS Service Portal highlights
The new Service Catalogue
The DTS Service Portal has an integrated Service Catalogue, a curated list of what you can request, how to get it and what to expect during the process, whether that be setting up a new laptop, requesting software or reporting a technical problem. This will clarify exactly what services are available via DTS; and behind the scenes mean that requests go straight to the right team with the right information.
The new Knowledge Base
The DTS Service Portal comes with an up to date, searchable library of help articles, how to guides and troubleshooting tips. It's designed to provide instant answers without needing to wait for support, with:
- Easy to search (type in a question and automatically retrieve relevant article suggestions)
- Step by step guides
- Trusted answers (written by IT experts within LSE)
The DTS Service Portal will get smarter over time - your searches will help it learn!
Manager insights
Nominated managers will have some additional capability when the new platform launches. This will include access to:
- View tickets submitted across the unit
- View and request updates on behalf of others
Frequently Asked Questions
It's your one-stop portal for all your IT support needs - submit and track tickets, browse help articles and get updates in real time.
Select your request type within the DTS Service Portal (an issue if something is broken, or a request if you need access, equipment or a service)
Enter the details including any relevant attachments and submit. You will be given a ticket reference and be able to track it from then on.
You'll get automated email updates, plus you can log in at any time to see the progress and add further comments or attachments. Currently, a ticket number is issued, but it is not possible to look up its status in real time and duplicate tickets can be created if you send follow up messages.
You can submit requests or report issues on behalf of others - but it will be very easy to use the DTS Service Portal and doing it yourself means you personally have full visibility over progress.
Yes, you will both receive notifications.
Yes, you can customise your email notification preferences.
The DTS Service Portal is Single Sign On (SSO) so works from your LSE credentials without you having to re-enter them.
We will not be withdrawing any existing contact routes. Email, phone and in-person requests and issues will go into the DTS Service Portal. However, using the DTS Service Portal upfront allows you to manage exactly what information goes into your request (including any updates), and it will not require manual triage, meaning it is likely to reach the right team within DTS much sooner.
Yes! Firstly, requests and issues will come into DTS in a structured format allowing them to auto-route straight to the right team. DTS staff will use the same platform to route the request internally between teams, giving oversight on where responsibility for resolution lies. It may even be that you can solve your own issue using the Knowledge Base, and there will also be the option to try our AI Assistant, or a Live Chat with a DTS agent.
We will be sending a customer feedback survey after the conclusion of every ticket. Feedback is vital to understanding what our customers need.