ServiceNow Resources for ITIL Users

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All IT support and requests for services are logged and tracked in ServiceNow, WashU IT’s service request and incident management system, supported by the Service Management Office (SMO).

Below are process documents, quick guides, micro-learning videos and recorded training sessions for ServiceNow ITIL users and WashU IT service management processes.

Support Materials for ServiceNow

General

Quick Guides

Training

Achieving Service Excellence - The SLA Component Training - screenshots from the training

Achieving Service Excellence – The SLA Component – Interactive web-based training in Learn@Work to bring awareness to SLAs: 

  • Their purpose
  • Their importance
  • Their indication in ServiceNow 

Note: The training encompasses information about email notifications that are sent when 50%, 75%, and 100% of an incident’s SLA elapses. All assignment groups within WashU IT End User Services (EUS) receive these notifications. Other assignment groups will not receive the notifications unless requested. To request the email notifications for your assignment group(s), please submit a request for a ServiceNow Platform Config.

Incident & Call

Process

Instructor-Led Training Materials

Quick Guides

Request

Process

Instructor-Led Training Materials

Quick Guides

Knowledge

Process

Instructor-Led Training Materials

Quick Guides

Asset & Configuration

Process

Instructor-Led Training Materials

Change

Process

Instructor-Led Training Materials

Quick Guides

Reporting

Quick Guides

Problem

Process

Instructor-Led Training Materials

Quick Guides

Update Schedule

Regular updates ensure ServiceNow is utilizing the latest performance, stability, and security resources. These update include:

  • Monthly vendor-managed patching.
  • Two (2) major releases annually.

Legacy System

The legacy ServiceNow Portal—wusm.service-now.com—is used for the following:

  • Brown School Service Center requests
  • Brown School Facilities requests
  • HR Benefits for internal work management
  • HR Operations
  • Shared Business Services Hub requests
  • WUSM Facilities requests

Questions? Contact the Service Management Office at itsm@wustl.edu.