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It's Alive!

Change, Problem, and Knowledge Are Live in ServiceNow

This morning, the ServiceNow implementation team completed the August release. While that allowed the members to take a collective deep breath, they immediately geared up to support you in your transition to the new system and processes.

Effective today, ServiceNow is the system you must use for all University IT:

  • Change Management*
  • Problem Management*
  • Knowledge Management

If you want more information about how these transitions may affect you, see our email from last week. It provides additional detail.

* Integration between ServiceNow and JIRA is available to support the continued use of JIRA for software development lifecycle—JIRA SDLC—work with ServiceNow change management and problem management.

How can I get help?

At this point, we hope you’ve already attended the required ServiceNow training. If not, you should sign up right away. We've added new class times and dates to make sure we can accommodate everyone. If you have any trouble signing up for a class, contact Rachel Manongdo (

If you have any difficulty using ServiceNow or the new processes, contact us. We want to help. Pick the support choice that works best for you.

ServiceNow Incident Ticket

You can submit an incident ticket directly in ServiceNow that will go immediately to our support team. To enter an issue, question, or request related to one of the new ServiceNow processes:

  1. Log in to ServiceNow.
  2. On the Navigation menu (left column), click Incident. Other options are displayed.
  3. Click Create New. A new Incident form is displayed.
  4. In the Affected CI field, type “ServiceNow” or select it from the autofill list that appears.
  5. In the Short description field, type your question or a brief description of the issue.
  6. Click the Notes tab (middle of form).
  7. In the Additional Comments (Customer Visible) field, type the details of the issue.
  8. Click Save and Exit.

Want to see these instructions with screen shots?


Project Central Support Rooms

Visit one of our on-site support locations where you can talk face-to-face with a support team member.

Support team members are available through Aug. 26 from 1-5 p.m. 

  • Monday: Spruce | F2
  • Tuesday: 3145 Porter Drive | Emerald
  • Wednesday: Spruce | F2
  • CANCELED Thursday: Spruce | F2
  • CANCELED Friday: 3145 Porter Drive | Sapphire


Online Chat (via BlueJeans)

Connect to our BlueJeans chat room. (Meeting ID 659085760). Support team members are available through Aug. 26 from 1-5 p.m.

Once you connect, click the chat button in the right column. Type your question and a support team member will respond.


User Guides

Check out the user guides for each of the new processes.

Change Management | Problem Management | Knowledge Management | JIRA SDLC

You can also take a look at the Process Overview Slides that cover each of the new processes.


Change Champions

Each work group has a “change champion.” These are folks with whom we communicate with regularly to keep them up-to-date about project plans and schedules, and from whom we gather input. You can provide feedback to your change champion any time and it will be relayed back to the project team. 

Not sure who your change champion is? Here’s a directory.


Over the next couple of weeks, as we see what common questions we’re receiving, we’ll create knowledge articles in ServiceNow to give you even faster access to the answers you’re looking for.

We appreciate your support for the new processes and your patience as we fine tune the new system.

The ServiceNow Implementation Team 

Last modified September 21, 2016