SHIFT Update: Support, Training, and Access Enhancements

Greetings colleagues,

Thanks so much for your ongoing use of Facilities Service Central. We're reaching out today to share some important updates and helpful resources to make your experience even smoother. As always, feel free to reach out if you need any assistance.

As with UMD’s Workday launch, Facilities Service Central is an enterprise-wide implementation. This launch represents more than just new software—it’s the result of years of collaboration, problem-solving, and commitment to improving service delivery across campus. The project team has worked hard to combine and streamline the work processes of six organizations and countless UMD customers. Enterprise-wide implementations are highly complex and, despite months of testing, only real-world use can truly put these systems to the test. Bug fixes and service updates are a normal part of the implementation process. We understand that this new system has not met all of your customer service expectations. Improving the customer experience has been a central focus of this project from day one. We’ve heard your concerns and want to share the following updates and service improvements:

Enhanced Access: Work order access by college/school
To ensure that academic facilities staff have view access to work orders across their college and school, regardless of how they were submitted, the SHIFT project team is creating a role for you in AIM. You may recall from previous presentations that AIM is the back end or “brains” that receives work requests from Facilities Service Central and routes them to the appropriate shop. This new role will require training for you and your teams. Like Workday, AIM access is role-based and may require adjustments and updates over time to ensure that the right people have the appropriate access.

AIM Training
To prepare you for enhanced access and to ensure that you can successfully navigate AIM, we will be hosting the following training sessions:

Wednesday, June 11 at 11 a.m. Link to register
Wednesday, June 25 at 11 a.m. Link to register
If you would like to request a private training session, please complete the Training Request Form via Facilities Service Central. Your request will be evaluated and prioritized based on operational need and availability.

Billing
Billing for work orders is expected to resume in June. We’ve been working through a complex process to ensure our billing is accurate and that our integration with Workday is functioning as intended. Despite extensive testing and preparation, there may still be occasional billing errors. If you notice anything that seems incorrect, please don’t hesitate to contact us at shift@umd.edu so we can resolve the issue promptly.

Customer-focused website
To ensure you have easy access to resources, we have created a super-customer-focused resource page on the SHIFT website. Here you will find links to support videos, job aids, and other training resources.

Upcoming College/School meetings
We will continue to meet with you individually as well. Aynsley Toews will be attending the upcoming college/school monthly meetings with your FM Facility Liaisons. If you want to schedule a meeting sooner than your next scheduled meeting, please contact Aynsley.

Yours in service,

SHIFT Project Team