ServiceNow for IT Service Management

ServiceNow is the platform of choice for service management systems at Rutgers. The ServiceNow for IT Service Management modules (ServiceNow ITSM) support the Office of Information Technology’s goals to unify service and support to the Rutgers community. Over time, ServiceNow ITSM will be the replacement ticketing system for HDRT, HEAT, and various other ticketing systems used throughout the Rutgers IT community.

Rutgers IT Help portal documentation process

How to create knowledge base articles for an IT service in the Rutgers IT Help portal
Rutgers IT Service Management’s implementation of ServiceNow is the Rutgers IT Help portal. The Rutgers IT Help portal houses how-to documentation for IT services offered throughout the university. Below is information on how to onboard an IT group’s documentation, and write and manage knowledge base articles in the Rutgers IT Help portal. (NetID login is required to access links).

ServiceNow onboarding request: Submit a request to the Service Management team to add your group’s IT documentation to the IT Help portal.
IT Service Management (ITSM) knowledge base style guide: A style guide for knowledge base content, including FAQs, how-to articles, and other materials. View style guide.
ServiceNow knowledge management procedures: This overview covers formatting standards and the publishing process/management of knowledge base articles. View article.

Rutgers IT Help – ServiceNow Working group

The Rutgers IT Help – ServiceNow Working group meets monthly. Each onboarded group is invited to have representatives join. The purpose of this group is to:

Continue engagement and allow a seamless line of communication with the onboarded groups.
Solicit feedback from the onboarded groups needed to improve the experience and process for the future.
Allow a forum to provide updates and keep the teams in the loop on upcoming priorities and changes that may affect the ServiceNow platform and the user experience.

Contact the Service Management Office (SMO)

If you have questions about any Rutgers Service Management initiatives, please send an email.