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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
  • Contact ServiceNow Team

    ServiceNow permissions, group changes, knowledge management, and general questions can be submitted here. 

    Available to:Students,Faculty and Staff,Guest
    Features
    • Change assignment group members
    • Manage assignment groups
    • Change knowledge base permissions 
    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.

     

     

     

  • Add New Service

    To add a new Business Service to the ServiceNow catalog use the Request button.

    Available to:Faculty and Staff
    Features
    • Add a new service IT, HR, Business Services, and Facilities catalogs
    • Attached multiple offerings and options
    • Add new request items
    • Route to the correct group for service fulfillment 
    Cost

    No cost.

    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 

  • New Customer Onboarding

    Request to add new users to the ServiceNow platform.

    Available to:Faculty and Staff
    Features
    • Add new customers
    • Assign roles
    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