We are on track to implement Service Now as the Libraries IT and Facilities Helpdesk/Service Desk and will go live the week of Dec. 5. As a result you will begin to see different forms for submitting tickets and you will see a different communication structure for responses to your tickets. We will continue to resolve tickets that have already been submitted to JIRA, using that system through the end of December and will migrate any tickets that remain in JIRA to Service Now in the beginning of January.

While this change will entail quite a bit of work and learning in the new system for I-Tech, it should have little impact on Libraries faculty and staff. Our plan is to have the request form available at the same URL as it is now. The form itself may change slightly in order for us to automate some of the Service Now capabilities, and your email responses from the system will look different. The new form will provide access to Knowledge Base articles based on your description. We will provide more information and details about the new system as we integrate our services into this new tool.

Timeline for the migration:

• Oct. 17-Nov. 27:  Designated I-Tech staff work with the Service Now team to set up and configure Service Now for library use.
• Nov. 28-Dec. 2:  I-Tech and Facilities staff trained in the use Service Now.
• Dec. 5:  Service Now is live for the Libraries IT and Facilities. All new service request tickets will be directed to Service Now.
• Dec. 12-22:  Designated I-Tech staff work with the Service Now team to finish configuration of Service Now for library use.
• Jan. 2:  All Library JIRA tickets closed or moved to Service Now, JIRA system retired.

– submitted by Michele Dzyak, I-Tech