Service-Now is a web application that automates common business processes including routing issues and problems across the university, providing self-service to our end users, fulfilling service requests for an IT related service, sharing knowledge about ITS services, and completing change management.
Services currently delivered through Service-Now are:
- Incident management - allows Information Technology Services to track the handling of issues from the initial contact through resolution. The goal of incident management is to restore service as soon as possible. Users also have the ability to track the status of their issues.
- Self-Service – allows users to directly input their issue onto a web form and track status.
- Service Catalog - allows users to submit an online request for an IT-related service. Users can track the status of their open requests and access previously submitted requests.
- Knowledge Base - online repository with frequently asked questions and answers about IT issues.