Implementing ServiceNow aims to improve customer service while aligning OIT’s organization and processes with industry best practices, such as information technology infrastructure library (ITIL).
Initially, we will use ServiceNow to manage and track IT incidents, problems and service requests. Subsequently, we will add a searchable knowledge management system as well as change, configuration and asset management capabilities.
The adoption of ServiceNow will help us provide better service to you. The system will enable improved IT incident tracking as well as more robust IT problem management and service request processes.
In a future release of ServiceNow, we will implement a self-service website. For the first time you’ll be able to submit requests online: 1) IT incident requests: Log on to submit a request for help with your IT-related issue; 2) IT service requests: Submit a request for a new IT service. Once you submit your request, you can track its status through to completion, all online. This self-service capability is one more way we’re working hard to make it easier for you to get the support you need.