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

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.