ServiceNow

Library IT is adopting ServiceNow as a ticketing system for incidents and service requests. ServiceNow is a cloud-based IT service management (ITSM) software product, based on ITIL (IT Infrastructure Library) standards, that is currently being used at Yale ITS and several departments across the University.

Report a Problem and Service Request forms are available on the Workstation and Technology Services webpage. The submission of these forms will automatically create service tickets that Workstation and Technology Services will triage to one of the following places:

  • Expert Users (Tier I)
  • W&TS technicians (Tier II+)
  • Other Library IT groups
  • Yale ITS Service Desk

The adoption of ServiceNow will allow Library IT to track incidents more efficiently and provide better customer service to library patrons and staff.

Library IT staff working on the project

Primary contact: Greg Blasko

Partners / collaborating departments

Yale Information Technology Services

Timeline

February 2014