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ServiceNow Surges Ahead to Campus Partners

The original article was posted at the UIT Community site on April 7, 2017.

Early adopters on deck

University IT has been using ServiceNow for incidents and requests since December 2016.  On April 17, the IT groups from School of Medicine (SoM), Office of Development (OOD)/Stanford Alumni Association, and School of Humanities and Sciences (H&S) will join UIT on ServiceNow. Combined, these three IT areas now handle around 4,500 Remedy tickets each month, so this, in addition to UIT’s ticket intake, will be a big step forward in the ServiceNow implementation.

Impact on UIT

During and after the April 17 go-live, you might notice a few minor changes in the ServiceNow system. 

  • “Show All CI” checkbox on incident form: Under the Affected CI field, you will notice this new checkbox. The system will only show the CI (service offering) information which is valid for the logged in user. As a UIT user, you will only see UIT service offerings unless you check the Show all CI box.
  • “Location” fields on portal: When submitting an incident from the Services Portal, you will notice an …“Add your location” checkbox at the bottom of the form. Users can check that box to include building, floor, and room information. This information will transfer to the location tab on the incident form in the system for fulfillers to view.
  • Routing rules: Some SoM, H&S, and OOD tickets may not get routed correctly until the appropriate assignment group is migrated to production. If one of their tickets lands in your queue, you can reassign the ticket to UIT Triage.

For more details about the changes that will happen in the system, view change request CHG00004814

SNOW in the summer

In July, the remaining campus distributed IT groups will move to ServiceNow, giving everyone enough time to settle in before ticket submissions increase at year-end and start-of-school. These IT groups include:

  • Graduate School of Business
  • Stanford Earth 
  • Libraries 
  • School of Engineering
  • Land, Buildings, and Real Estate
  • Environmental Health and Safety
  • Law School
  • Residential and Dining Services
  • Stanford Management Company
  • Graduate School of Education
  • Vice Provost for Undergraduate Education
  • Financial Management Services (non-IT pilot group)

Since 2016, the ServiceNow Project Team has partnered with project leads from each of these IT groups to document and communicate system requirements. The collaboration will continue with non-IT partners as the ServiceNow deployment folds into 2018. 

Last modified April 10, 2017