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It is very likely that our IT department will start using Service Now (http://www.service-now.com/)  as our IT operations and trouble ticket software.  As we were seeing demonstrations of the software it was mentioned that a few schools were also using Service Now for their IT Website.

Are any of you using Service Now, and are you using it for your IT Website?  Are their things you have found helpful with your IT Communications role?

A couple of things look very good to me.
  • A service catalog
  • FAQ's and knowledge base that you can expire or alert owner to review for possible update

Any insight would be appreciated.

Thanks,

Kevin Reeve
Utah State University

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Comments

We use ManageEngine ServiceDesk Plus  8.0.0

12 years ago we used HEAT, changed to Computer Associates (CA) system, and about 3-4 years ago switched to ServiceDesk.

We just found you didn't have to pay an arm and a leg for good service software. 



Melanie T. Thomas   MBA-CIS

Manager, Marketing & Communications

Technology Support

Information Resources & Planning

The University of Texas at El Paso

Office: 747-6825


From: "Kevin.Reeve@USU.EDU" <Kevin.Reeve@USU.EDU>
Reply-To: IT Comm Listserv <ITCOMM@LISTSERV.EDUCAUSE.EDU>
To: IT Comm Listserv <ITCOMM@LISTSERV.EDUCAUSE.EDU>
Subject: [ITCOMM] Service Now and IT Communications

It is very likely that our IT department will start using Service Now (http://www.service-now.com/)  as our IT operations and trouble ticket software.  As we were seeing demonstrations of the software it was mentioned that a few schools were also using Service Now for their IT Website.

Are any of you using Service Now, and are you using it for your IT Website?  Are their things you have found helpful with your IT Communications role?

A couple of things look very good to me.
  • A service catalog
  • FAQ's and knowledge base that you can expire or alert owner to review for possible update

Any insight would be appreciated.

Thanks,

Kevin Reeve
Utah State University

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Hello Kevin,
 
We're going the same route and will begin implementation later this year.  So, I'd appreciate it if you would copy me on any useful information you get as a result of your query.
 
Thanks
Steff

>>> Kevin Reeve <Kevin.Reeve@USU.EDU> 2012/05/14 04:42 PM >>>
It is very likely that our IT department will start using Service Now (http://www.service-now.com/)  as our IT operations and trouble ticket software.  As we were seeing demonstrations of the software it was mentioned that a few schools were also using Service Now for their IT Website.

Are any of you using Service Now, and are you using it for your IT Website?  Are their things you have found helpful with your IT Communications role?

A couple of things look very good to me.
  • A service catalog
  • FAQ's and knowledge base that you can expire or alert owner to review for possible update

Any insight would be appreciated.

Thanks,

Kevin Reeve
Utah State University

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.


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********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Hello Kevin,

We are using ServiceNow here at Boston University. Right now we are using incident, change, some knowledge, some config and we are going live with release. We do not use the catalog for our client facing front end.

There are several universities using the tool. I wonder if it makes sense to leverage the ServiceNow Higher Ed group, http://community.service-now.com/higher-education-industry-special-interest-group for items we would like to share that are ServiceNow specific across higher ed institutions.

Best,

Hillary Rosenfeld
Associate Director – Service Level Management

Information Services & Technology
Boston University
T (617)353-8050
F (617)353-6260

hillaryr@bu.edu

http://www.bu.edu/tech

 

 

 

 

Message from jan@liberty.edu

Kevin,

We implemented Service-Now for our HelpDesk site at http://liberty.service-now.com. This is our first revision of the site; we are still working on tweaking and revising our site. We currently have knowledge, our service catalog, and requests live and public-facing via our end user self-service site. (ESS). If you haven't seen it already, BYU has a great Service-Now site (http://byu.service-now.com) as well. 

The next Service-Now release ("Berlin") will add a much better Content Management interface and support for DIV based layouts; we're looking forward to updating the layout and making some other significant changes once that release comes out.

Jan Michael Dervish  
Project & Customer Relationship Management
Information Technology

 

(434) 592-5325 (Desk)

 

LIBERTY UNIVERSITY

Training Champions for Christ since 1971


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