About ITS

Service-Now

Yale ITS uses the Service-Now 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. This systems offers numerous capabilities and benefits, including:

  • Interactions with an IT support provider will generate an email notification to you from servicenow@yale.edu 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 Service-Now 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 Service-Now, please email or call the ITS Help Desk at 203-432-9000, or contact your local support provider.