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ServiceNow

ServiceNow is the enterprise ITSM ticketing tool in use by ITS and a number of campus IT Partners. ServiceNow is delivered as a cloud application and includes various modules that support the ITIL processes implemented at ITS, including Incident, Problem, Request, Change, Knowledge, and Configuration Management. All interactions with ITS are logged and tracked in ServiceNow, including break/fix support and requests for services.

Features

  • Service Management supports the ServiceNow application, including access requests, developing service request workflows, tool enhancement requests, issue resolution, training, and general inquiries. 
  • ITS staff and IT Partners may log in to ServiceNow at https://yale.service-now.com.

Who can use it?

ITS and IT Partners who deliver and support IT services.

How much does it cost?

Contact the Service Management team for licensing information.

How do I get it?

Send a request via ServiceNow.

Where can I get help?

If you have questions about ServiceNow, please email or call the ITS Help Desk at 203-432-9000, or contact your local support provider.

FAQs and other resources

ServiceNow

Service manager: 
Deanna Burns
Icon class: 
icon-people
Primary parent: 
Service Management
Short description: 

Yale ITS uses the ServiceNow platform to support ITIL processes including incident, problem, change, and request fulfillment.

ServiceNow is the enterprise ITSM ticketing tool in use by ITS and a number of campus IT Partners. ServiceNow is delivered as a cloud application and includes various modules that support the ITIL processes implemented at ITS, including Incident, Problem, Request, Change, Knowledge, and Configuration Management. All interactions with ITS are logged and tracked in ServiceNow, including break/fix support and requests for services.

Features: 
  • Service Management supports the ServiceNow application, including access requests, developing service request workflows, tool enhancement requests, issue resolution, training, and general inquiries. 
  • ITS staff and IT Partners may log in to ServiceNow at https://yale.service-now.com.
Who can use it?: 

ITS and IT Partners who deliver and support IT services.

How much does it cost?: 

Contact the Service Management team for licensing information.

How do I get it?: 

Send a request via ServiceNow.

Where can I get help?: 

If you have questions about ServiceNow, please email or call the ITS Help Desk at 203-432-9000, or contact your local support provider.

FAQs and other resources: 
3-lock data compliant: 
no