To enhance efficiency and provide better IT services to UM members, ICTO has established an IT Service Management System based on the worldwide IT Service Best Practices (ITIL) to manage our IT services.  Now, staff can access the system to submit, track and manage their service requests online.

Staff can access to the ICTO – ITSM System ( with their UMPASS ID and password. The following service requests are available for staff:

We will continue to add more service requests into the system for streamlining operation. For other service requests that cannot be found in the list, please email the request to

Note that some notification emails will be sent out to staff upon ticket creation, ticket completion and ticket approval. The user operation guide of the system was posted on e-Bulletin: Link.

For enquiries or feedbacks about the new IT Service Management System, please contact our Help Desk.