May 11: Enhancements to the Change Control Practice

Opportunities for improvement have been identified for the Change Control Practice. Enhancements will be implemented to the Change Control module in ServiceNow (wustl.service-now.com) on May 11. Are you impacted by this? Read below for the details. Join us for a virtual session to learn about the enhancements.  May 4, 10-11 a.m. CST May 9, 10-11 a.m. CST […]

Contacting IT for Support

Have you contacted the Service Desk about an issue you’re having, and wondered what happens after that? As outlined on the What Happens When You Contact IT for Support webpage, a Service Desk technician must determine whether your email, phone call, or issue submitted through the self-service portal is an incident (an unplanned interruption to […]

At-a-Glance Team Documents

Additional team-focused IT at-a-glance documents are here. They’re an introduction for new and existing IT staff who want to learn about WashU IT,  quick references about services each team provides, background about how to request work, information about team leadership, and how to view active work different teams have on their docket.   This content will […]

December 11: ServiceNow (wustl.service-now.com) 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 (wusm.service-now.com). 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 […]

July 1: ServiceNow Platform Change

On July 1, there will be numerous changes to the ServiceNow platform (wustl.service-now.com) 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 […]

February 5: ServiceNow Problem Management Module Launched

On February 5, 2021, Washington University Information Technology launched the Problem Management module in the ServiceNow for IT support and services (wustl.service-now.com). The Problem Management module manages the lifecycle of problems (the cause or potential cause of one or more incidents), focusing on finding permanent solutions. ServiceNow general users are not affected by this change. ITIL […]

Training: ServiceNow Requests and Incidents for ITIL Users

welcome screen of the Service Requests & Incidents for ITIL users training

Using ServiceNow as designed enhances our ability to deliver service to customers, track our work, and measure our performance.  The proper classification of work as Requests or Incidents is an important distinction and element of ServiceNow design. If you are a ServiceNow ITIL user who submits Requests and Incidents or you are interested in learning […]

Tips: ServiceNow Portal for IT Support & Services

ServiceNow Portal Landing Page

The intuitive and user-friendly ServiceNow self-service portal (wustl.service-now.com) enables you to request IT services and equipment, search for IT solutions, and report IT issues. Additionally, you can easily track the status of your requests and reported IT issues, and send messages to technicians assigned to your requests and reported IT issues. Read below for tips […]

June 19: ServiceNow Request Approvals

There are concerns with the request approval process in the ServiceNow for IT services and support (wustl.service-now.com). We have devised a plan to address this, which includes identifying the desired approvers for departments and cost centers, then updating these in ServiceNow. A survey will soon be delivered to identify department approval preferences. The process for request approvals in ServiceNow is as […]