{"id":1843,"date":"2021-06-29T14:49:24","date_gmt":"2021-06-29T19:49:24","guid":{"rendered":"https:\/\/it.rutgers.edu\/service-management\/?page_id=1843"},"modified":"2026-01-28T09:36:00","modified_gmt":"2026-01-28T14:36:00","slug":"servicenow-for-it-service-management","status":"publish","type":"page","link":"https:\/\/it.rutgers.edu\/service-management\/servicenow-for-it-service-management\/","title":{"rendered":"ServiceNow for IT Service Management"},"content":{"rendered":"    <section class=\"cc--component-container cc--heading-description vertical  heading-description color-light-gray\">\n\n<div class=\"c--component c--heading-description\">\n        \n<div class=\"inner-wrapper\">\n    <div class=\"text-container\">\n\t\t<div class=\"f--field f--section-title \"><h2>\n            ServiceNow for IT Service Management    <\/h2>\n<\/div><!-- f--field f--section-title -->\n        <div class=\"cta-container\">\n\t\t\t<div class=\"f--field f--description \"><p>ServiceNow is the platform of choice for service management systems at Rutgers. The ServiceNow for IT Service Management modules (ServiceNow ITSM)\u00a0support the Office of Information Technology\u2019s\u00a0goals 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.<\/p>\n<\/div><!-- f--field f--description -->\n        <\/div>\n    <\/div>\n<\/div>\n<\/div><!-- c--component c--heading-description -->\n\n    <\/section><!-- cc--component-container cc--section -->\n\n\n    <section class=\"cc--component-container cc--heading-description vertical  heading-description color-white\">\n\n<div class=\"c--component c--heading-description\">\n        \n<div class=\"inner-wrapper\">\n    <div class=\"text-container\">\n\t\t<div class=\"f--field f--section-title \"><h2>\n            Rutgers IT Help portal documentation process    <\/h2>\n<\/div><!-- f--field f--section-title -->\n        <div class=\"cta-container\">\n\t\t\t<div class=\"f--field f--description \"><p style=\"text-align: left;\"><strong>How to create knowledge base articles for an IT service in the Rutgers IT Help portal<\/strong><br \/>\nRutgers IT Service Management\u2019s implementation of ServiceNow is the\u00a0<strong>Rutgers IT Help portal<\/strong>. The\u00a0<a href=\"https:\/\/ithelp.rutgers.edu\/sp\" target=\"_blank\" rel=\"noopener\">Rutgers IT Help portal\u00a0<\/a>houses how-to documentation for IT services offered throughout the university. Below is information on how to onboard an IT group\u2019s documentation, and write and manage knowledge base articles in the Rutgers IT Help portal. (NetID login is required to access links).<\/p>\n<ul>\n<li style=\"text-align: left;\">ServiceNow onboarding request:\u00a0<a href=\"https:\/\/ithelp.rutgers.edu\/sp?id=sc_cat_item&amp;sys_id=dcb99ad7db787c14fd638962399619ad\" target=\"_blank\" rel=\"noopener\">Submit a request<\/a>\u00a0to the Service Management team to add your group\u2019s IT documentation to the IT Help portal.<\/li>\n<li style=\"text-align: left;\">IT Service Management (ITSM) knowledge base style guide: A style guide for knowledge base content, including FAQs, how-to articles, and other materials.\u00a0<a href=\"https:\/\/ithelp.rutgers.edu\/sp?id=kb_article_view&amp;sysparm_article=KB0010843\" target=\"_blank\" rel=\"noopener\">View style guide.<\/a><\/li>\n<li style=\"text-align: left;\">ServiceNow knowledge management procedures: This overview covers formatting standards and the publishing process\/management of knowledge base articles.\u00a0<a href=\"https:\/\/ithelp.rutgers.edu\/sp?id=kb_article_view&amp;sysparm_article=KB0017335\" target=\"_blank\" rel=\"noopener\">View article.<\/a><\/li>\n<\/ul>\n<\/div><!-- f--field f--description -->\n        <\/div>\n    <\/div>\n<\/div>\n<\/div><!-- c--component c--heading-description -->\n\n    <\/section><!-- cc--component-container cc--section -->\n\n\n    <section class=\"cc--component-container cc--enhanced-cards  enhanced-cards color-light-gray\">\n\n<div class=\"c--component c--enhanced-cards\">\n        \n\n\n\n\n\n    <div class=\"enhanced-cards-bg-img-container  color-light-gray\" style=\"; background-size: cover; background-repeat: no-repeat; position: relative; z-index:1;\">\n\n        <div class=\"enhanced-cards\" style=\"grid-template-columns: repeat(1, minmax(0, 1fr));\">\n\n            <div class=\"title-description\">\n                                    <h2 style=\"text-align: center;\">Rutgers IT Help \u2013 ServiceNow Working group<\/h2>\n                \n                                    <div class=\"description\">\n                        <p>The Rutgers IT Help \u2013 ServiceNow Working group meets monthly. Each onboarded group is invited to have representatives join. The purpose of this group is to:<\/p>\n<ul>\n<li style=\"text-align: left;\">Continue engagement and allow a seamless line of communication with the onboarded groups.<\/li>\n<li style=\"text-align: left;\">Solicit feedback from the onboarded groups needed to improve the experience and process for the future.<\/li>\n<li style=\"text-align: left;\">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.<\/li>\n<\/ul>\n                    <\/div>\n                \n            <\/div>\n\n                                            <div class=\"after-title enhanced-card box-shadow color-white visual-content-icon text-align-center\" style=\"align-items:center;\">\n                    \n                    \n                                        <div class=\"content-wrapper\" style=\"\">\n\n                                                    <div data-mh=\"c--enhanced-cards--title\" class=\"title-container\" style=\"justify-content: center;\">\n                                                                                                                                                                        <h3>\n                                                                            Contact the Service Management Office (SMO)                                                                    <\/h3>\n                            <\/div>\n                        \n                                                                                    <div style=\"margin-bottom: 16px\">\n                                    <i style=\"color: #dd3333\" class=\"fa-classic fa-light fa-headset large after-title\"><\/i>\n                                <\/div>\n                                                    \n\n                        <div class=\"content\" data-mh=\"c--enhanced-cards--content\" style=\"width:100%\">\n                            <p>If you have questions about any Rutgers Service Management initiatives,\u00a0<a href=\"mailto:smo-support@oit.rutgers.edu\"><strong>please send an email<\/strong><\/a>.<\/p>\n                        <\/div>\n\n                                            <\/div>\n\n                                    <\/div>\n            \n            \n        <\/div>\n\n    <\/div>\n\n<\/div><!-- c--component c--enhanced-cards -->\n\n    <\/section><!-- cc--component-container cc--section -->\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":992,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"page-category":[],"class_list":["post-1843","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - 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