ServiceNow is the enterprise service management ticketing tool selected in 2010 for use by IS&T and the range of University departments and schools that are most likely to utilize a ticketing tool service. The recommendation of ServiceNow as the preferred vendor is the output of an investigative project that included a rigorous assessment of leading vendors in this space.  The investigative project included an RFI, an RFP, vendor demonstrations, and a substantial hands-on evaluation of leading ticketing tool providers.

The selection of ServiceNow as the preferred vendor was based on numerous factors; chief among them were functional flexibility, relative ease of deployment, and competitive pricing.  Notably, ServiceNow delivers their product via the SaaS (Software as a Service) model.  This model enables IS&T to deploy the service more quickly, with less local technical investment, which allows BU’s IT resources to focus more effectively on their core mission of enabling the University’s teaching and research priorities.

  • More information about the ServiceNow product is available from
  • Information about the use of ServiceNow's specific modules, particularly for technical staff, is provided through the corresponding menus. Instructor led training is offered throughout the year, view our training page for details.  Technical staff may log in to ServiceNow at
  • Members of the B.U. community who wish to submit a help request can do so by clicking on the "Help" button from anywhere within this website. You can also learn more about the help request process.