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SNOW Makes its Way Across Campus

A dozen IT groups, including the Graduate School of Business and Stanford Earth, transition to ServiceNow this month
Wednesday, July 19, 2017

It may be summertime, but SNOW is blanketing the computer screens of many IT groups across campus this month. A dozen IT groups will begin using ServiceNow (informally referred to as SNOW) on July 24, joining over 500 IT staff who are already using the new system to manage IT services.

Over the past year, these “SNOW”-boarding groups have prepared for the transition by attending training and validating data with University IT (UIT) business analysts.

The IT groups joining ServiceNow this month represent:

  • Environmental Health & Safety
  • Graduate School of Business
  • Graduate School of Education
  • Land, Buildings, and Real Estate
  • Office of Research Administration
  • Research Compliance Office
  • School of Earth, Energy & Environmental Sciences.
  • School of Engineering
  • Stanford Law
  • Stanford Management Company
  • Stanford University Libraries
  • Vice Provost for Undergraduate Education

The shift from Remedy to ServiceNow

Before ServiceNow, different IT groups used different ticketing systems, most commonly Remedy.

The introduction of ServiceNow, and transition of IT groups to it, represents a university-wide effort to move to a single, state-of-the-art service management system. ServiceNow is a tool that helps us develop and manage consistent processes so the Stanford community receives timely, consistent support and an improved overall service experience.

UIT began using ServiceNow in phases last year and broadly launched the new Stanford Services Portal for IT support in December 2016. In April, the School of Medicine, Humanities & Sciences, and the Office of Development were the first campus groups to make the move to ServiceNow.

After these 12 IT groups transition to ServiceNow this month, the next major move will take place this fall with Residential and Dining Enterprises and several other small IT groups joining the system.

Learn more

For more information about this initiative and to view current and past communications, see the project website.

Are you a knowledge article author? Read about the changes happening to the knowledge editor form.


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