ServiceNow

Emory IT strives for excellence in technology and customer service. To best accomplish this, Emory IT professionals use an IT Service Management (ITSM) system, ServiceNow, which automates the request and response process for them and their customers – the Emory community. This service acts as a bridge between IT service users and IT service administrators. When students, faculty, and staff need to report an IT-related issue or request assistance, they can submit an IT Support Request. Users simply access Emory’s ServiceNow website using their Emory network ID and password and fill out an Incident or Request form.

Key Features and Benefits

  • The ability to access information and perform routine tasks over the Internet without live interaction with an Emory technical professional
  • Ability to check the status of an each record in ServiceNow
  • A set of predefined rules route requests to the appropriate organization that can answer the request
  • Allows IT users to define and view graphical representations of data held in ServiceNow
  • The ITSM tool helps some units comply with their internally defined service level agreements
  • Notifications are posted as soon as possible to communicate when a system may not be available due to planned or unplanned maintenance