ServiceNow Success and Remedy Retirement
This month, the multi-year effort to launch the ServiceNow enterprise application will reach a significant milestone when all campus partners who were on the Remedy ticketing system will be onboarded to ServiceNow.
“The transition to ServiceNow is an amazing demonstration of a campus-wide collaboration that positions all Stanford units to better deliver services to their clients," said Sam Steinhardt, assistant vice president for Service Strategy in UIT. "As the project team persistently worked to move each area onto ServiceNow, our unit partners provided service delivery insights that allowed us to design a platform that could meet the broadest Stanford needs — today as well as far into the future.”
See the infographic below that highlights a few of the significant onboarding numbers over the course of the project.
Campus ServiceNow release
On April 27, the last four campus partner groups who were on Remedy will onboard to the ServiceNow portal:
- Faculty Affairs
- Medical Center Development
- Office of Development Gifts Transmittal
- Vice Provost for Teaching and Learning (VPTL) Course Evaluations
How this release impacts you
This release will bring some noticeable changes when you visit the portal. You’ll see two new domains introduced to the portal: Faculty & Academic Staff and Alumni & Donor Services.
Faculty & Academic Staff: This domain houses support request forms specific to Stanford faculty and academic staff. You’ll find forms about a growing number of topics, including:
- Travel assistance
- Appointment administration
- Faculty and teaching staff awards
- Research administration
Alumni & Donor Services: Alumni and donors can request support within this domain on several topics, including:
- ADAPT and PostGrad systems
- Gift processing
- Biographic updates
Additionally with this release, two new automation enhancements will save you time and improve your ServiceNow portal experience:
- Google Cloud Platform (GCP) project requests: New automation of the existing ability to request and set up automatic billing for GCP projects delivers the service in less time.
- PTA approvals: New automation automatically retrieves a list of PTA approvers when you enter an account to bill for a service.
Farewell to our old friend Remedy
After the April release, Remedy will no longer receive new tickets. Remedy users have until June 27 to close existing tickets. After June 27, support groups will have read-only access in Remedy. The project team is currently reminding those still using Remedy about the service’s retirement.
If you or your team currently use Remedy to fulfill user-submitted tickets, visit the Retiring Remedy page for detailed instructions on what to do before June 27.