Service-now replaces Remedy for IT incident and request tracking
How should you prepare for the new service?
- Self-service users: Some of you may login to Remedy at help.emory.edu to create/route your tickets or requests to other support units. Not much has changed for you as help.emory.edu points to Service-now. You still authenticate with your NetID/password, then find yourself at Service-now’s self-service page where you may choose to create an incident, send in a request for service/information, check on your organization’s change calendar, and more.
- Using Email for support requests: You can continue to email EUHelp@emory.edu to open a Ticket. Once the Service-Now application receives the email, it will generate a ticket just as it has done with Remedy.
What should you expect?
With hundreds of self-service users going to a new system and many of our Service/Help Desks using a new tool in production for the first time, you should probably expect slower service at times, perhaps even a misrouting of your call, and a general nervousness on the part of a great many support staff. We can only say: please be patient for the first few weeks!
We have tested the system thoroughly, but are sure that we will continue to find bugs, feature defects, and items-not-working-as-designed for many months to come. Indeed, support and maintenance of an enterprise-wide tool like this is at least a full-time job for a few people and we expect Service-now to be no different. We will have a link on the self-service page (the one you'd get to through help.emory.edu) and on the IT Support User homepage where you can submit comments, ask questions, report defects, etc. The project team will respond to these submissions within 24 hours and you'll be able to see the status of your request at any time.
Need more information?
If you've any questions about how you'll be using Service-now in November, first check out http://smcc.emory.edu and the Service Management Competency Center organization on Blackboard (http://classes.emory.edu) for more information. We hope these sites will answer some of your most commonly asked questions.Anything after that? Email smcc@emory.edu and someone will respond to your email within 24 hours.
Return to News You Can Use
|
