During the past three months, WashU IT’s ServiceNow team has delivered several important improvements that make it easier for students, faculty, and staff to get support, request services and keep campus operations running smoothly.
Recent updates to the Service Desk Portal make it easier to find services, submit requests and get help faster. This includes a cleaner design, improved Live Agent chat and ongoing enhancements to knowledge articles for quicker access how-to guides and support information.
Feedback can be given using the link in the footer of the service desk support portal page: https://wustl.service-now.com/sp
Smarter, faster IT support with AI
WashU IT has begun enabling Now Assist, ServiceNow’s built-in generative AI tool. Over time, this will help IT support teams respond more quickly and provide clearer updates, improving the overall service experience for campus.
Strengthening campus operations
The ServiceNow platform is playing a bigger role in supporting university operations, including:
- Preparing for Field Service Management to modernize how facilities work orders are managed.
- Enhancing security posture through the upcoming Vulnerability Response module.
- Improving tracking of university equipment through ongoing IT Asset Management updates.
- Exploring Strategic Portfolio Management to replace WashU IT’s current Portfolio and Project Management tool with Time Tracking capabilities, reducing our overall spending, rationalizing work management tools and simplifying the environment.
These improvements help ensure campus technology, facilities and equipment are reliable, secure and well maintained.
Better knowledge and resources
The team has been converting departmental web content into standardized ServiceNow knowledge articles—making information easier to find, more consistent and more accessible across the university.
Behind the scenes stability and security
Recent platform patches and annual major system upgrades were completed without interruption to campus services. The team also responded quickly to issues affecting authentication, minimizing downtime for the WashU community.
Why it matters
These updates reflect WashU IT’s ongoing commitment to:
- Improving the service experience for all campus users,
- Enhancing operational efficiency,
- Strengthening security and reliability, and
- Building a modern foundation for future digital services.
Feedback continues to help shape this work—so the partnership within WashU is essential to improve the tools that support teaching, research, learning and daily operations.