Previously targeted to retire at the end of the year, the campus contract for ServiceNow, an IT service management tool, will end early on September 30 to avoid significant licensing costs.
In 2013, ITS adopted ServiceNow as part of a multi-phase initiative to provide consistent and effective IT service management (ITSM). Since then, ITS has been steadily raising its level of service excellence by establishing several ITSM processes and customizing ServiceNow to meet service management needs. But there was still room for growth and improvement. User-centric, laser-focused customer service… Read More »
Based on customer feedback, Health Information Technology & Services (HITS) recently introduced a number of service enhancements designed to make getting help faster and more convenient — including live chat support, improvements to its service portal, and a new way to schedule appointments at its three Help Me Now drop-in help locations. Live chat support: Customers can now… Read More »
We’re pleased to announce that the October 12 ServiceNow upgrade to New York was completed and has been carefully tested. Five small post-upgrade issues were found and these have all been addressed. In addition, an issue was found with originating emails not correctly attaching. We’re tracking this and plan to implement a fix in next week’s regularly scheduled… Read More »
We are pleased to announce that ServiceNow is on track to be upgraded to the New York version on October 12, 2019. Much of the ServiceNow upgrade is expected to run during the early hours of Saturday, October 12, with Production Readiness Testing (PRT) to be completed prior to 10 a.m. While there technically will not be a… Read More »
On October 12, ServiceNow will undergo an upgrade to the newest version, New York. This release will add features and enhancements that will impact many users of ServiceNow, including small improvements across the platform. Over the coming weeks ITS will keep users updated about the upgrade and provide information about what parts of the release are compatible with… Read More »
On June 15, Information and Technology Services will upgrade ServiceNow to the latest version, Madrid. With the exception of improved accessibility, this upgrade will not result in significant visible changes for ServiceNow users. There will, however, be behind-the-scenes improvements and fixes. The ServiceNow team will post announcements, a schedule, status reports, a list of ServiceNow changes, links to… Read More »
Here’s what’s new in the March 15 ServiceLink upgrade: ServiceLink mobile app enhancements We are excited to share changes in the mobile app with you. The app has been available in an unmanaged format, which has made it difficult to use. With this release we’ve updated the interface and added the features below. A screen for all ServiceLink… Read More »
On November 16, ServiceLink was successfully upgraded to the Jakarta version, which provides improved performance, new features, several accessibility advances, and more. The process went smoothly with ServiceLink users in ITS and around campus contributing to the effort. Please see the following resources for information on the changes included in the upgrade to Jakarta: ServiceLink users in ITS… Read More »
The upgrade to the next version of ServiceLink was completed on Thursday, February 15. Please see the following resources for information on the changes included in the upgrade to Helsinki, as well as other ServiceLink training available: Helsinki Overview of Changes ServiceLink User Resources We appreciate your continued support and we encourage you to join the U-M ServiceLink Google+… Read More »