ITS Makes Improvements to Service-Now

Information Technology Services will be upgrading Service-Now over the coming weekend, starting at 5 p.m. on Friday, Oct. 19, through the evening of Sunday, Oct. 21.

On Monday, Oct. 22, Service-Now will be accessible by going to slu.service-now.com.

Some highlights of the upgrade include:

The Self Service Portal

The Self Service Portal is user friendly and easy to navigate, allowing individuals to find existing tickets or submit a new ticket. On the portal, you will notice that you have two main buttons, report an issue or submit a request. The Report an Issue button will link you to our help desk to submit an incident to report a break/fix issue. The Submit a Request will link you to our new Service Catalog to request a service.

Service Catalog

One of the features that will be greatly improved in the Service-Now upgrade is the Service Catalog. Previously only a few request forms were in the catalog (Guest Account, Security Access, VPN) but now there are 25+ forms built out under eight categories. The Service Catalog will help streamline services and help ITS better track break/fix incidents verse new service requests.

Request vs. Incidents

A Service Request is simply a request for something to be provided, such as a request for information or advice, or to procure something.

Examples of requests:

• Software install
• New computer set up
• Accessing a new folder on the T Drive
• A new server

An incident is used when you are reporting an unplanned interruption to an IT service or reduction in the quality of an IT service, also known as a break/fix issue.

Examples of incidents:

• Computer is blue screening
• Printer will not print all of a sudden
• The network is down
• Can no longer connect to the T Drive

During the upgrade, Service-Now will not be available. If you need to report an IT issue over the weekend, please call our IT Service Desk at 314-977-4000.

Training videos that will be published to the ITS website on Wednesday, Oct. 17.