Quick Start

Available to: Students, Faculty, Researchers, Staff

Cost: See cost details, below.

ServiceNow is a fully integrated enterprise service management ticketing system. It is a commercially available software package specifically designed to address the service process needs within an organization. ServiceNow is configured to meet BU’s unique requirements and is supported by IS&T staff. Visit the ServiceNow website for additional information.

Benefits

Service Management ticketing systems are tools to provide a framework within which an organization can have the right people, tools, and processes in place to function optimally and provide excellent customer service.

Key Features

  • Incident and Request Management
  • Change Management
  • Release and System Development Lifecycle Management
  • Knowledge Management

What to Expect

This service normally will be available 24 by 7 except for standard change windows, as described in IS&T’s standard policies, procedures, and schedules for making changes.

Requirements

  • BU login name and Kerberos password
  • Staff who manage tickets require additional access

Cost

  • Self-service clients incur no cost.
  • Individuals using ServiceNow to manage a process require a ServiceNow license, which carries an annual fee.

Getting Started

BU community members can access their ServiceNow ticket information via the MyTechWeb portal. New tickets and a variety of service requests can also be submitted via forms on this portal. There is also a handy chat-bot and search function available to assist you.

You do not need special access to the ServiceNow application. If you’re on the public watch list on a ticket you’ll be able to see those tickets and add communications activity to them via the portal under “Tickets I am Watching” on the portal home page. You can also see Service Requests as well as Enhancements & Defects where you are on the watch list from the portal home page.

To learn more about the tool and how it relates to our processes, visit the ITIL and Service Management pages.

Access for Agents who work inside ServiceNow to resolve tickets or provide other services is handled through forms on the MyTechWeb portal. There is no need to log a ticket for routine ServiceNow access changes such as granting access, extending functional rights, and revoking access for departed staff members. Existing Assignment groups can also be updated via a form on the MyTechWeb portal. Requests for new Assignment or Resource Group creation can be made by logging a ticket.

Agents are encourage to view the training schedule to register for upcoming ServiceNow training opportunities.