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ServiceNow Success and Remedy Retirement

Wednesday, April 24, 2019

What is ServiceNow?

ServiceNow is an enterprise system that helps develop and manage consistent processes so the Stanford community receives timely, consistent support and an improved overall service experience.

Before ServiceNow, different groups across campus used different tools and systems (most commonly Remedy) to support their service processes. The introduction of ServiceNow, and transition of many units across campus, represents a university-wide effort to move to a single, state-of-the-art service management system.

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.

ServiceNow by the Numbers

  • 30 Business Units
  • ~43K Tickets per Month (2019 Average)
  • 723 Services & Business Functions

Campus Partners

  • Associated Students of Stanford University
  • Dean of Research
  • Environmental Health and Safety
  • Faculty and Academic Staff Appointments
  • Financial Aid Office
  • Financial Management Services
  • Graduate School of Business
  • Graduate School of Education
  • School of Humanities and Sciences
  • Law School
  • Land, Buildings and Real Estate
  • Medical Center Development
  • Office of Development
  • Office of Research Administration
  • President and Provost Office
  • Residential and Dining Enterprises
  • Research Compliance Office
  • Stanford Alumni Association
  • Stanford Bio-X
  • School of Earth, Energy and Environmental Sciences
  • Stanford Management Company
  • School of Engineering
  • School of Medicine
  • Stanford Libraries
  • University Communications
  • University Human Resources
  • University IT
  • Vice Provost for Student Affairs
  • Vice Provost for Teaching & Learning
  • Vice Provost for Undergraduate Education

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:

  • Payroll
  • 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.

Action required

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.

Learn more

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