ServiceNow is coming!

From Vision to Value: Making it easier for the University to focus on learning and research

ServiceNow is a cloud-based IT Service Management (ITSM) platform. It helps organisations manage their IT service requests, including Service Desk functionality with in-built workflows to ensure that issues are handled appropriately from first contact to resolution.

ServiceNow will be replacing the existing software, Cherwell, for IT Service Management functions within ITDS. A number of non-ITDS teams (two Research Services teams, ECMS and MyUni) will also be moving to the new ServiceNow functionality as part of phase 1 of the project.

Work is on track for ServiceNow to launch on Wednesday 18 August 2021.

Some non-ITDS teams across the University will continue to use Cherwell, which will continue to be fully supported.

Although you may not see a lot of differences initially, this new solution will provide ITDS with many efficiencies and improved capabilities to manage a range of IT services.

In future phases (through 2021 and 2022), staff, researchers and students will see more and more improvements in our ability to resolve IT issues quickly so you can focus on your learning and research.

For more information about ServiceNow, how it works and what it looks like, please click on any of the following links that will take you to the ServiceNow YouTube video channel:

Getting Started with the ServiceNow user interface  (5:40 mins)

Getting Started with the IT Service Management Process  (11:05 mins)​

Incident Management Overview  (11:40 mins)​

Problem Management Overview  (9:28 mins)​

Change Management  (7:42 mins)​