The Knowledge Services Team (formerly CIT Support Technologies Group) provides the core technologies used by the NIH IT Service Desk and support staff in the various Institutes and Centers that make up NIH. Core services include the following:
- CIT Remedy System: NIH’s Central IT Support Ticketing System
- Aspect Call Center: Telephony for the NIH IT Service Desk
- CIT Knowledge Base
- CIT Customer Support Web presence
- CIT Customer Support report services
Updates, patches and fixes to these systems are posted after 6:00 PM on Wednesdays. See "System Maintenance Schedule" below for details and update notes.
Remedy
The current, supported version of the Remedy client, version 6.03 patch 020 is available via the iSDP. Earlier versions and patch levels should not be used due to incompatibilities with the new Daylight Savings Time dates. Please be sure to read and follow the installation guide document (the link is immediately below the client on the iSDP page linked above). A Web client is also available. CIT customers seeking IT support can submit tickets online via the NIH IT Service Desk Web site.
Account Requests: Staff seeking accounts on the CIT Remedy server should contact their Remedy POC/sponsor. A list of POC/sponsors and instructions for the POCs is available here.
CIT Knowledge Base
The CIT Knowledge Base is a repository of information used by the NIH IT Service Desk to answer incoming questions. It contains NIH-specific information as well as content about commercial off-the-shelf (COTS) products provided by an external content provider, RightAnswers, LLC. The KB is accessible to all of NIH.
System Maintenance Schedule
Updates and fixes to KST services are posted weekly on Wednesday evenings after 6:00 p.m. Release notes for the updates are available. The Wednesday evening updates are generally non-service-affecting, though there may be brief periods of latency or odd behavior while new workflow is moved across. Additional system maintenance periods and all planned outages will be announced via Hot News and posted to the CIT Maintenance Calendar.
Frequently Asked Questions
We are working to publish comprehensive FAQ documents about our services. Currently we have the following FAQs available:
