Yale ITS uses the ServiceNow platform for its technology ticketing system. Your interactions with ITS, including break/fix support and requests for services, are all logged and tracked in ServiceNow. ServiceNow offers numerous capabilities and benefits, including:
Interactions with an IT support provider will generate an email notification to you from firstname.lastname@example.org and will include a targeted link to service-now.com that will allow you to track your service ticket, progress and resolution. You will be prompted to login with your Yale NetID and password to view your tickets.
An easy method to update your ticket with additional information and/or stay abreast of changes.
Resolved, documented incidents in the ServiceNow knowledgebase will be accessible to all IT staff so they can help others resolve issues accurately and quickly.
Less time spent talking with IT support providers, more time to do your work.
If you have questions about ServiceNow, please email or call the ITS Help Desk at 203-432-9000, or contact your local support provider.