{"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":"2025-02-13T14:56:19","modified_gmt":"2025-02-13T19:56:19","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":"<p>[et_pb_section fb_built=&#8221;1&#8243; admin_label=&#8221;Title&#8221; _builder_version=&#8221;4.16&#8243; background_color=&#8221;#ededed&#8221; custom_margin=&#8221;15px||0px||false|false&#8221; custom_padding=&#8221;5px||5px||false|false&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.16&#8243; custom_margin=&#8221;||||true|false&#8221; custom_padding=&#8221;||0px|||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.20.0&#8243; custom_margin=&#8221;25px||25px||false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2 style=\"text-align: center;\"><strong>ServiceNow for IT Service Management<\/strong><\/h2>\n<p style=\"text-align: center;\">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&#8217;s\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<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; module_id=&#8221;it-help-documentation&#8221; _builder_version=&#8221;4.20.0&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#FFFFFF&#8221; custom_padding=&#8221;60px|||||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.20.0&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;0px||0px|||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.20.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.20.0&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;||45px|||&#8221; custom_padding=&#8221;||0px|||&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2 style=\"text-align: center;\"><strong>Rutgers IT Help portal documentation process<\/strong><\/h2>\n<p>[\/et_pb_text][et_pb_text _builder_version=&#8221;4.20.0&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<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&#8217;s implementation of ServiceNow is the <strong>Rutgers IT Help portal<\/strong>. The <a href=\"https:\/\/ithelp.rutgers.edu\/sp\">Rutgers IT Help portal <\/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<p>[\/et_pb_text][et_pb_text _builder_version=&#8221;4.20.0&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;11px|||||&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<ul>\n<li style=\"text-align: left;\">ServiceNow onboarding request: <a href=\"https:\/\/ithelp.rutgers.edu\/sp?id=sc_cat_item&amp;sys_id=dcb99ad7db787c14fd638962399619ad\">Submit a request<\/a> to 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. <a href=\"https:\/\/ithelp.rutgers.edu\/sp?id=kb_article_view&amp;sysparm_article=KB0010843\">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. <a href=\"https:\/\/ithelp.rutgers.edu\/sp?id=kb_article_view&amp;sysparm_article=KB0017335\">View article.<\/a><\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; disabled_on=&#8221;on|on|on&#8221; module_id=&#8221;roadmap&#8221; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#ededed&#8221; custom_padding=&#8221;31px||0px|||&#8221; disabled=&#8221;on&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row column_structure=&#8221;1_4,3_4,3_4&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; width=&#8221;82%&#8221; custom_padding=&#8221;||21px|||&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;1_4&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; header_font_size=&#8221;25px&#8221; header_3_font=&#8221;Merriweather|700|||||||&#8221; header_3_text_color=&#8221;#cc0033&#8243; header_3_font_size=&#8221;40px&#8221; header_3_line_height=&#8221;1.4em&#8221; custom_padding=&#8221;15px|||||&#8221; header_3_font_size_tablet=&#8221;30px&#8221; header_3_font_size_phone=&#8221;24px&#8221; header_3_font_size_last_edited=&#8221;on|phone&#8221; header_3_line_height_tablet=&#8221;&#8221; header_3_line_height_phone=&#8221;1.5em&#8221; header_3_line_height_last_edited=&#8221;on|phone&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h3 style=\"text-align: left;\">Roadmap through 2021<\/h3>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;3_4&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text module_class=&#8221;stat-with-icon&#8221; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; text_font=&#8221;|600|||||||&#8221; custom_margin=&#8221;|-50px|||false|false&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;3_4&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text module_class=&#8221;stat-with-icon&#8221; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; text_font=&#8221;|600|||||||&#8221; custom_margin=&#8221;|-50px|||false|false&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p style=\"text-align: left;\"><i class=\"fad fa-train\" aria-hidden=\"true\"><\/i><strong>\u00a0 \u00a0 ServiceNow for Knowledge and<br \/>Incident\/Ticket Management \u2013 Completed<\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Over 30 Rutgers IT schools\/business units successfully onboarded to ServiceNow and given access to knowledge and incident\/ticket management.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p style=\"text-align: left;\"><i class=\"fad fa-portrait\" aria-hidden=\"true\"><\/i><strong>\u00a0 \u00a0 <a href=\"https:\/\/ithelp.rutgers.edu\/sp\">Rutgers IT Help Portal<\/a> \u2013 November 15, 2021<\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Provide general access to the self-service portal to all users and Rutgers IT units.<\/li>\n<li>Provide access to public knowledge base within ServiceNow for IT Service Management at Rutgers.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p style=\"text-align: left;\"><i class=\"far fa-edit\" aria-hidden=\"true\"><\/i>\u00a0\u00a0\u00a0<strong>IT Change Management<\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>IT Change Management pilot with Enterprise Infrastructure, Newark, and Rutgers School of Dental Medicine complete by November 15, 2021.<\/li>\n<li>Targeting additional Rutgers IT schools\/units for onboarding starting in spring 2022.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; disabled_on=&#8221;on|on|on&#8221; module_id=&#8221;dept&#8221; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#FFFFFF&#8221; custom_padding=&#8221;10px||0px|||&#8221; disabled=&#8221;on&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;||0px|||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2 style=\"text-align: center;\"><strong>Current departments\/units using ServiceNow<\/strong><\/h2>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_accordion _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_accordion_item title=&#8221;Rutgers IT schools and units with access to ServiceNow (as of November 15, 2021)&#8221; open=&#8221;on&#8221; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<ul>\n<li>Camden IT<\/li>\n<li>Cancer Institute of NJ<\/li>\n<li>Center for Advanced Biotechnology and Medicine<\/li>\n<li>Division of Enrollment Management IT Support<\/li>\n<li>Faculty \/ Staff Help Desk<\/li>\n<li>Graduate School of Applied and Professional Psychology<\/li>\n<li>Information Risk &amp; Compliance<\/li>\n<li>Institutional Planning &amp; Operations IT Service Desk<\/li>\n<li>Newark Desktop Units\n<ul>\n<li>School of Arts and Sciences<\/li>\n<li>Rutgers Law School<\/li>\n<li>School of Public Affairs<\/li>\n<li>Academic Foundations Center<\/li>\n<\/ul>\n<\/li>\n<li>Newark IT<\/li>\n<li>NJ Medical School<\/li>\n<li>Office of Advanced Research Computing<\/li>\n<li>Office of Information Technology \u2013 Enterprise Application Services<\/li>\n<li>Office of Information Technology \u2013 Enterprise Infrastructure<\/li>\n<li>Office of Information Technology \u2013 Enterprise Service Delivery<\/li>\n<li>Office of Information Technology Help Desk<\/li>\n<li>Office of Information Technology RBHS Desktop<\/li>\n<li>University Procurement Services<\/li>\n<li>Robert Wood Johnson Medical School<\/li>\n<li>Rutgers Business School<\/li>\n<li>Rutgers School of Dental Medicine<\/li>\n<li>School of Communications &amp; Information<\/li>\n<li>School of Health Professionals<\/li>\n<li>School of Management and Labor Relations<\/li>\n<li>School of Nursing<\/li>\n<li>School of Public Health<\/li>\n<li>School of Social Work<\/li>\n<li>University Behavioral Health Care<\/li>\n<li>University Communications and Marketing<\/li>\n<li>University Enrollment Services<\/li>\n<li>University Libraries<\/li>\n<li>Waksman Institute<\/li>\n<\/ul>\n<p>[\/et_pb_accordion_item][\/et_pb_accordion][et_pb_accordion _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_accordion_item title=&#8221;Rutgers IT schools and units targeted for access in 2022&#8243; open=&#8221;on&#8221; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221; toggle_font=&#8221;|600|||||||&#8221;]<\/p>\n<ul>\n<li>Bloustein School<\/li>\n<li>Mason Gross School of the Arts<\/li>\n<li>Rutgers Athletics<\/li>\n<li>Rutgers Global<\/li>\n<li>School of Arts and Sciences<\/li>\n<li>Rutgers Foundation<\/li>\n<\/ul>\n<p>[\/et_pb_accordion_item][\/et_pb_accordion][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#ededed&#8221; custom_padding=&#8221;45px|||||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;14px|||||&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.20.0&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;||35px|||&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2 style=\"text-align: center;\"><strong>Rutgers IT Help \u2013 ServiceNow Working group<\/strong><\/h2>\n<p>[\/et_pb_text][et_pb_text _builder_version=&#8221;4.20.0&#8243; _module_preset=&#8221;default&#8221; custom_margin=&#8221;||20px|||&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p style=\"text-align: left;\">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<p>[\/et_pb_text][et_pb_text _builder_version=&#8221;4.20.0&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;|||30px|false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<ul>\n<li>Continue engagement and allow a seamless line of communication with the onboarded groups.<\/li>\n<li>Solicit feedback from the onboarded groups needed to improve the experience and process for the future.<\/li>\n<li>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<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.16&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.16&#8243; background_color=&#8221;#FFFFFF&#8221; custom_padding=&#8221;25px|25px|25px|25px|true|true&#8221; box_shadow_style=&#8221;preset1&#8243; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h4 style=\"text-align: center;\"><strong>Contact the Service Management Office (SMO)<\/strong><\/h4>\n<h3 style=\"text-align: center;\"><i style=\"color: #cc0033;\" class=\"fas fa-headset\"><\/i><\/h3>\n<p style=\"text-align: center;\">If you have questions about any Rutgers Service Management initiatives, <a href=\"mailto:smo-support@oit.rutgers.edu\"><strong>please send an email<\/strong><\/a>.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>ServiceNow for IT Service&#8230;<\/p>\n","protected":false},"author":992,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"template-custom.php","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.1 - 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