The Integrated Service Centre (ISC) was created to meet the changing needs of the community and provide day-to-day support helping to answer questions about Workday. The ISC is the main point of contact for Workday-related questions, issues and requests.
Now that Workday is live, the ISC begins a stage of dedicated support focused on stabilizing Workday to minimize business disruptions and supporting the community. This is known as Hypercare and during the next several months the focus of the ISC will be:
- stabilizing the system
- ensuring staff and faculty are paid correctly and on time
- supporting the financial year end in March 2021
- ensuring appropriate access to Workday supporting the community to use and learn about Workday, including Hypercare office hours and training session [link to supporting the community with the important information link below]
During Hypercare, we ask that you get to know and use Workday before requesting changes, especially changes related to how data is structured, such as Supervisory Organization and the Foundation Data model. Your patience as we all adapt and settle into these new ways of working is appreciated as we all work together through Hypercare and into the next stage of ISC support.
This focused support during Hypercare will continue until all critical items are resolved and the ISC and the community is ready to move forward. As the ISC moves out of the Hypercare stage, the focus will then turn to prioritizing non-urgent requests and issues submitted after go-live.
Where to get support?
It is understandable to encounter many questions when navigating Workday for the first time. We all understand that that adapting to a new system will take some time to build proficiency and to settle into new ways of working. The ISC is available to provide support for UBC, with a catalogue of services to help the community with the new system. Accessing support during can be done by:
- Using the online, searchable knowledge base of how to articles[link to portal]
- Submitting a ticket and tracking your request online [link to portal]
- Calling an ISC representative to receive direct support [add phone numbers]
- Connecting with your local transition network lead to receive department / unit specific support
To learn more about how to access support, here is a helpful guideline on how to get in touch with ISC as well as common examples of where to get support for key groups at UBC. The ISC website will continue to provide important updates including known issues and resolutions, planned outages and recent Workday updates.
For other helpful resources and materials, please visit the Workday Go-Live resource page to understand important actions to take, answers to common questions, and understand the support channels available for UBC’s Workday journey.