Rutgers.eduServiceNow for IT Service Management
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.
Roadmap through 2021
Current departments/units using ServiceNow
Rutgers IT schools and units with access to ServiceNow (as of November 15, 2021)
- Camden IT
- Cancer Institute of NJ
- Center for Advanced Biotechnology and Medicine
- Division of Enrollment Management IT Support
- Faculty / Staff Help Desk
- Graduate School of Applied and Professional Psychology
- Information Risk & Compliance
- Institutional Planning & Operations IT Service Desk
- Newark Desktop Units
- School of Arts and Sciences
- Rutgers Law School
- School of Public Affairs
- Academic Foundations Center
- Newark IT
- NJ Medical School
- Office of Advanced Research Computing
- Office of Information Technology – Enterprise Application Services
- Office of Information Technology – Enterprise Infrastructure
- Office of Information Technology – Enterprise Service Delivery
- Office of Information Technology Help Desk
- Office of Information Technology RBHS Desktop
- University Procurement Services
- Robert Wood Johnson Medical School
- Rutgers Business School
- Rutgers School of Dental Medicine
- School of Communications & Information
- School of Health Professionals
- School of Management and Labor Relations
- School of Nursing
- School of Public Health
- School of Social Work
- University Behavioral Health Care
- University Communications and Marketing
- University Enrollment Services
- University Libraries
- Waksman Institute
Rutgers IT schools and units targeted for access in 2022
- Bloustein School
- Mason Gross School of the Arts
- Rutgers Athletics
- Rutgers Global
- School of Arts and Sciences
- Rutgers Foundation
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.