IT Service Management System

The newly selected and implemented IT Service Management ticketing system, ServiceNow, will be available on November 1.

This new system is replacing Remedy On Demand and is used by IT staff to submit issues in need of resolution, and by customers to request IT services through mySLU.

ServiceNow allows customers to submit requests and issues using a simple form that includes an area to include questions and updates. Customers are able to track statuses, including information on what work has been done so far, what is pending, and who is working on it.

The same functionality that was in Remedy On Demand is also available in ServiceNow. Customers will see an improved interface. More features such as an online knowledge base where customers can find solutions to common problems will be added in the coming months.

If you call Service Desks, email helpdesk@slu.edu, or use mySLU to submit IT requests, this system will improve the way you interact with ITS.

Below is a screenshot of what you will now see after selecting IT Service Request in the Tools tab of mySLU. 

ServiceNow

Customers will continue to request Administrative Client Access Request, Fuze Meeting Account Request, Guest Account Request, SurveyDIG Grant/Remove Access Request, or University Security Access Accounts and Access through the Service Catalog.

Customers will continue to request Administrative Client Access Request, Fuze Meeting Account Request, Guest Account Request, SurveyDIG Grant/Remove Access Request, or University Security Access Accounts and Access through the Service Catalog. 

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