{"id":63282,"date":"2013-03-11T15:10:08","date_gmt":"2013-03-11T19:10:08","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=63282"},"modified":"2026-05-27T11:53:36","modified_gmt":"2026-05-27T15:53:36","slug":"servicenow","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/services\/cccs\/service-management\/servicenow\/","title":{"rendered":"ServiceNow IT Service Management"},"content":{"rendered":"<div class=\" bu-callout alignright\"><\/p>\n<h3><span class=\"tw icon-mapmarker\"><\/span> Quick Start<\/h3>\n<p><strong>Available to:<\/strong>\u00a0Students, Faculty, Researchers, Staff<\/p>\n<p><strong>Cost:\u00a0<\/strong>See\u00a0<a href=\"#Cost\">cost<\/a> details, below.<\/p>\n<ul>\n<li>See\u00a0<a href=\"#GettingStarted\">Getting Started<\/a>, below.<\/li>\n<\/ul>\n<p><\/div>\n<p>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\u2019s unique requirements and is supported by IS&amp;T staff. Visit the <a href=\"http:\/\/www.servicenow.com\/\">ServiceNow<\/a> website for additional information.<\/p>\n<h2>Benefits<\/h2>\n<p>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.<\/p>\n<h2>Key Features<\/h2>\n<ul>\n<li>Incident and Request Management<\/li>\n<li>Change Management<\/li>\n<li>Release and System Development Lifecycle Management<\/li>\n<li>Knowledge Management<\/li>\n<\/ul>\n<h2>What to Expect<\/h2>\n<p>This service normally will be available 24 by 7 except for standard change windows, as described in <a href=\"\/tech\/about\/service\/change\/\">IS&amp;T\u2019s standard policies, procedures, and schedules for making changes<\/a>.<\/p>\n<h2>Requirements<\/h2>\n<ul>\n<li>BU login name and Kerberos password<\/li>\n<li>Staff who manage tickets require <a href=\"https:\/\/www.bu.edu\/tech\/about\/service\/servicenow-access\/\">additional ServiceNow access<\/a><\/li>\n<\/ul>\n<h2><a id=\"Cost\"><\/a>Cost<\/h2>\n<ul>\n<li>Self-service clients incur no cost.<\/li>\n<li>Individuals using ServiceNow to manage a process require a ServiceNow license, which carries an annual fee.<\/li>\n<\/ul>\n<h2><a id=\"GettingStarted\"><\/a>Getting Started<\/h2>\n<p><span><strong>BU community members<\/strong> can access their ServiceNow ticket information via the <a href=\"https:\/\/bu.service-now.com\/sp\">MyTechWeb portal<\/a>. 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.<\/span><\/p>\n<p><span>You do not need special access to the ServiceNow application. If you&#8217;re on the public watch list on a ticket you&#8217;ll <\/span><span>be able to see those tickets and add communications activity to them via the portal under &#8220;Tickets I am Watching&#8221; on the portal home page. You can also see Service Requests as well as Enhancements &amp; Defects where you are on the watch list from the portal home page.<\/span><\/p>\n<p>To learn more about the tool and how it relates to our processes, visit the<a href=\"https:\/\/www.bu.edu\/tech\/about\/service\/\" title=\"About ITIL and Service Management\"> ITIL and Service Management pages<\/a>.<\/p>\n<p><span><strong>Access for Agents who work inside ServiceNow<\/strong> to resolve tickets or provide other services is handled through <a href=\"https:\/\/www.bu.edu\/tech\/about\/service\/servicenow-access\/\">forms on the MyTechWeb portal<\/a>. 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. <\/span><span>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.<\/span><\/p>\n<p>Agents are encourage to view the <a href=\"https:\/\/www.bu.edu\/tech\/services\/cccs\/service-management\/training\/\">training schedule<\/a> to register\u00a0for upcoming ServiceNow training opportunities.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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\u2019s unique requirements and is supported by IS&amp;T staff&#8230;.<\/p>\n","protected":false},"author":1303,"featured_media":0,"parent":63275,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"service.php","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/63282"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/1303"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=63282"}],"version-history":[{"count":29,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/63282\/revisions"}],"predecessor-version":[{"id":161892,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/63282\/revisions\/161892"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/63275"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=63282"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}