06/13/2023
By Alysha Elliard

Exciting news! Starting June 14, IT is making a big change in how we handle our IT support requests. We're moving from our current system – WebHelpDesk - to our enhanced platform - ServiceNow ITSM. This is an immense step forward toward making things work faster, easier and better for everyone utilizing our services.

ServiceNow ITSM is a modern tool for managing our IT workflow and service. It has numerous features and works in the cloud making it the premiere tool for solving IT issues, handling requests, and making changes.

We are utilizing this date as our soft launch. During which, new service requests made through email, phone call and the TechServices desk will be created in ServiceNow. A portal, where you can submit your own tickets through ServiceNow will be published shortly after this soft launch date. If you have existing service requests open in WebHelpDesk, they will remain there until your current service has been resolved.

The updates you receive about any new tickets submitted from June 14 on, will also now come from ServiceNow. Although they will look a bit different, the process is the same as tickets submitted through WebHelpDesk, with added features of better tracking and shorter processing time.

We know that at times, change can be a challenge. We will be providing training materials to help you learn to navigate ServiceNow as we continue to evolve into this new space.

We're excited about ServiceNow and how it can help us do our IT work better and more importantly, support our community in a more efficient way. Thank you for your patience during this change. If you have any questions or concerns, please email Zachary_Thistle@uml.edu. Keep an eye out for more updates!