ServiceNow

ServiceNowWashU IT uses the ServiceNow platform for its technology ticketing system. Your IT interactions, including break/fix support and requests for services, are all logged and tracked in ServiceNow.

ServiceNow offers many benefits, including:ServiceNow Web Graphic

  • Interactions with an IT support provider will generate an email notification to you from WUSTL IT Services: <wusm@service-now.com> and will include a targeted link to the self-service portal that allows you to track your service ticket, progress and resolution. You will be prompted to login with your WUSTL Key and password to view your tickets.
  • An easy method to update your ticket with additional information and/or stay abreast of changes.
  •  Improved incident/case tracking, problem management, and service request resolution

  • Ability to extend the tool to other campus units

  • Improved reporting capabilities

  • Resolved, documented incidents in the ServiceNow knowledge base enable WashU IT support staff to resolve issues accurately and quickly
  • Greater automation and self-service ability, which means less time spent talking with IT support providers