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22 May 2026

Fresco support arrangements during self-service unavailability of Oxford Service Manager (OSM)

Please be aware that access to IT self-service via Oxford Service Manager (OSM) is currently unavailable. This follows notification of a security vulnerability identified by Ivanti, the third-party supplier of OSM. For the time being, you will not be able to use Service Requests, IT self-service or Request for Help functionality via the OSM online portal.

For Fresco website support, please use the following alternative routes while OSM self-service is unavailable:

  • To raise a support call, please phone the Service Desk, tel. (6)12345.
  • To ask a question about Fresco, please post to FrUG (the Fresco User Group).
  • To request a new Fresco site, please email the governance group mailbox, oxfordsitegovernance@it.ox.ac.uk, with all relevant request details. The governance group will review requests and pass any approvals on for action. Further information can be found on the Site Requests page (requires SSO login).

 

Background

Many universities and organisations using Ivanti’s IT service management platform around the world are impacted. There is currently no evidence of unauthorised access to Ivanti’s platform.

We're sorry for any inconvenience this causes. IT support teams are working hard to fix the issue so that access to IT self-service can be restored as quickly as possible. The University has assembled an incident response team and work is underway immediately to put alternative support arrangements in place, to ensure continuity of service.

Updates on OSM self-service availability will be shared on the University’s Service Status site.