TechWeb Help is now powered by ServiceNow

Beginning on Monday, May 23, the engine behind TechWeb’s Help interface transitioned from a temporary, home-grown system called “OneHelp” to ServiceNow, an enterprise-wide Service Management ticketing tool that is among the best in its class.  See our related pages to learn more about ServiceNow and IS&T’s service management effort.

The transition to ServiceNow represents a significant step forward for the IS&T processes that provide you, and BU’s local computing support organizations, with assistance. However, as a client you should not experience any disruption in service or change in protocol. The help request forms you will use, the notifications from IS&T, and the methods for doing follow-up correspondence will all be very similar to those that have been in use for the past year. Also, if you are a faculty or staff member who generally contacts a local computing support organization for assistance, you should continue to do so.

So please use Help just as you normally would; but if you have any problems or questions, you can contact the IT Help Center by calling 617-353-HELP (353-4357) or by writing to ithelp@bu.edu.