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ServiceNow

ServiceNow is a cloud computing platform-as-a-service (PaaS) that provides enterprise service management, reporting metrics, surveys, and form-based application workflow development.

ServiceNow Self Help
  • Instant Group Change

    Instantly Add and Remove Group members from your assignment groups.  You may also create a new assignment group.

    Available to:Faculty and Staff
    Features

    Group changes are instantly processed upon submission.

    Cost

    Free to ITIL users.

    Service Level Objectives

    N/A

  • Group and User Management

    Request to Manage Assignment Groups and/or Users in the Service Now Platform.

    Available to:Faculty and Staff
    Features
    • Assignment Group Creation
    • Assignment Group Updates
    • Onboarding/Offboarding Users (List associated Assignment Groups)
    Cost

    Cost dependent upon volume and complexity of service and license availability.

    Service Level Objectives

    Routine requests are typically addressed within one business day.  
    UT Service Desk staff may escalate requests as needed.
     
    Technical Support
    Technical support is available during normal business hours:
    M-F 8:00 a.m. - 5:00 p.m.  

    UT Service Desk    
    512-475-9400
    Create a Ticket
    Direct Email help@its.utexas.edu 

  • ServiceNow Routine Request

    Please use this form to make requests for routine ServiceNow work, including:

    • Training and documentation updates
    • Adding new IT services to the Service Catalog
    • Updates to existing forms and workflows
    • Bug fixes
    • General questions

    Requests for larger efforts, including onboarding new units, new features, and complex changes to ServiceNow, should be submitted via the ServiceNow Custom Request form below.

    Available to:Students,Faculty and Staff
    Features
    • ServiceNow Training and Documentation
    • Catalog Form Updates
    • Bug Fixes
    • General Questions
    Cost

    No cost

    Service Level Objectives

    Key Metrics

    • Availability: 99.46%

    Please note that this SLO is dependent on other campus SLOs and is adjusted as those change.

    Service Description

    ServiceNow is a cloud computing platform-as-a-service (PaaS) that provides enterprise service management, reporting metrics, surveys, and form-based application workflow development.

    Intended Users

    The public site is available to the University Community and the service management tool is available to Students, Faculty and Staff.

    Technical Support

    Routine requests are typically addressed within one business day.  
    UT Service Desk staff may escalate requests as needed.
     
    Technical support is available during normal business hours:
    M-F 8:00 a.m. - 5:00 p.m.  

    UT Service Desk    
    512-475-9400
    Create a Ticket
    Direct Email help@its.utexas.edu 

    Maintenance

    ITS will notify customers about both scheduled and unscheduled maintenance using the Alerts and Outages page of service availability and service delivery issues. Services may not be available during the maintenance periods.

    Scheduled maintenance: occurs on Thursdays from 6 to 7 p.m. and/or Saturdays from 9 a.m. to 1 p.m. Please note that maintenance may not occur on every Thursday and/or Saturday. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.

    Unscheduled maintenance: tasks that require service downtime will be announced as soon as possible on the Alerts and Outages page.

    Change notification: ITS will notify customers using the Alerts and Outages page of service availability and service delivery issues.

    User Responsibilities

    Users agree to be aware of and adhere to the University of Texas at Austin Acceptable Use Policy.

     

     

     

  • ServiceNow Custom Request

    Please use this form to request new features, onboarding for a new unit, or complex changes to UT ServiceNow.

    Requests will be reviewed by the ServiceNow team and governing committee, for alignment with service architecture, standards, and business processes.

    Available to:Faculty and Staff
    Features

    ServiceNow requests may cover existing and future service features.

    Unit of Measure

    N/A

    Cost

    ServiceNow is a centrally-funded service.  Requests can be completed by the ServiceNow team, as time permits, without charge.  Larger efforts with a need for accelerated delivery may benefit from implementation assistance by an outside, for-fee partner.

    Service Level Objectives

    Key Metrics

    • Availability: 99.46%

    Please note that this SLO is dependent on other campus SLOs and is adjusted as those change.

    Service Description

    ServiceNow is a cloud computing platform-as-a-service (PaaS) that provides enterprise service management, reporting metrics, surveys, and form-based application workflow development.

    Intended Users

    The public site is available to the University Community and the service management tool is available to Students, Faculty and Staff.

    Technical Support

    Routine requests are typically addressed within one business day.  
    UT Service Desk staff may escalate requests as needed.
     
    Technical support is available during normal business hours:
    M-F 8:00 a.m. - 5:00 p.m.  

    UT Service Desk    
    512-475-9400
    Create a Ticket
    Direct Email help@its.utexas.edu 

    Maintenance

    ITS will notify customers about both scheduled and unscheduled maintenance using the Alerts and Outages page of service availability and service delivery issues. Services may not be available during the maintenance periods.

    Scheduled maintenance: occurs on Thursdays from 6 to 7 p.m. and/or Saturdays from 9 a.m. to 1 p.m. Please note that maintenance may not occur on every Thursday and/or Saturday. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.

    Unscheduled maintenance: tasks that require service downtime will be announced as soon as possible on the Alerts and Outages page.

    Change notification: ITS will notify customers using the Alerts and Outages page of service availability and service delivery issues.

    User Responsibilities

    Users agree to be aware of and adhere to the University of Texas at Austin Acceptable Use Policy.