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.
Request to Manage Assignment Groups and/or Users in the Service Now Platform.
- Assignment Group Creation
- Assignment Group Updates
- Onboarding/Offboarding Users (List associated Assignment Groups)
Cost dependent upon volume and complexity of service and license availability.
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
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
- Setting up an Email Intake
- 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.
- ServiceNow Training and Documentation
- Catalog Form Updates
- Bug Fixes
- Setting up an Email Intake
- General Questions
No cost
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.
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.
ServiceNow requests may cover existing and future service features.
N/A
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.
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.
Use this form to report an unexpected disruption of a service caused by ServiceNow
Examples of an unexpected disruptions of a service caused by ServiceNow include:
- Tickets cannot be updated
- Duplicate notifications being sent
- Ticket not being created
- Confidential data exposed
- Ticket fields not updating appropriately
Cost dependent upon volume and complexity of service and license availability.
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