November 2: Changes when calling the Service Desk, Workday Support Line, Systems and Procedures, and Campus Operator

WashU IT is implementing a new phone system for some support groups on November 2, 2022, at 8 p.m. CST. There is no outage expected during the implementation.  The new phone system, Five9, allows us to implement features that are beneficial to our customers. When you call the Service Desk (314-933-3333), Workday Support Line (314-935-WDAY), Systems and Procedures […]

WashU IT End User Services Completing Training to Support Service Excellence

WashU IT End User Services is developing and actively training our staff to provide service excellence. We have just released a new training module that discusses the importance of fulfilling our promise to our customers concerning timeframes for resolving incidents within our established Service Level Agreements (SLA). SLAs are a documented agreement between a service provider […]

Training Available: Achieving Service Excellence – The Service Level Agreement (SLA) Component

In support of our promise of service excellence to our customers, WashU IT End User Services (EUS) has launched Achieving Service Excellence – The SLA Component web-based training in Learn@Work. The training is required annually of EUS staff; however, staff with WUSM ITSS and other WashU IT groups are welcome to complete the training. WUIT – […]

August 15: DocuSign for SharePoint Online Now Available

WashU IT has implemented DocuSign for SharePoint Online. SharePoint site admins or owners will have to install DocuSign for SharePoint Online before site collaborators can sign and send documents for signature. Completed agreements can be stored and managed in the SharePoint document library. Additional Quick Guides on sending documents, sending with templates, and advanced settings can […]

May 26: Office 365 Security Enhancements

Washington University Information Technology is implementing security enhancements for students, faculty, and staff in Office 365, on May 26, at 5:30 p.m. CST. The security enhancements through Microsoft 365 Defender will prevent and mitigate security risks for the university. The enhancements include “safe links” and “safe attachments.” These changes will not be retroactive; you will […]

April 13: KnowledgeLake Quarterly Maintenance

The KnowledgeLake vendor will perform a quarterly update on April 13, 2022, which will cause KnowledgeLake to be unavailable between 7:00pm and 8:00pm. Additionally, we will deploy updated Desktop Scan Client software during the same maintenance window, April 13, between 7:00pm and 8:00pm. Please visit the KnowledgeLake Release Announcement information on the new features and bug fixes included in this release. Have questions? Email us We […]

December 11: ServiceNow ( Portal Update

Washington University Information Technology updated the ServiceNow self-service portal on Saturday, December 11, 9 p.m. – 11 p.m. Please note that this update does not apply to the legacy ServiceNow ( The update brings more functionality to the portal landing page for users to conveniently navigate to their desired content. Requests for services and equipment, reported […]

Saving Your Files for Future Use

If you’re saving files to your computer or using your email inbox as a file archive, we encourage you to leverage the storage solutions offered at WashU. We have solutions, such as Box, OneDrive, Teams, and network files shares. To learn more about our file storage solutions, visit the WashU IT File Shares & Storage […]

August 10: ITIL V4 Foundation Training Update

The next 2-day remote learning ITIL V4 Foundation class offered by our training provider, Stormwind Studios, is on August 30, 2021, 9:30 a.m. – 3:00 p.m. – August 31, 2021, 10:00 a.m. – 3:00 p.m. Additional classes may be offered this year. Please work with your resource manager to avoid staffing deficiencies. Contractors and student […]

July 1: ServiceNow Platform Change

On July 1, there will be numerous changes to the ServiceNow platform ( for ITIL users. These changes will provide more functionality and streamline workflows. The changes are outlined in the sections below. Task (SCTASK) Records and Request Item (RITM) Records Email Functionality SCTASK records and RITM records will have full email functionality. Emails sent or […]