ServiceNow scheduled for major upgrade next week

Screen shot of new service home page

The new Self Service Portal.

ServiceNow is being upgraded to the Helsinki Release beginning Friday, February 10 at 9:00 pm. The upgrade will take approximately 21 hours and is estimated to be complete by Saturday, February 11 at 6:00 pm.

Once complete, ServiceNow will have a new User Interface (UI) for IT staff and a new Self Service Portal for our customers. If you are interested in the key features being updated, there are bullet-points and screenshots in the following presentations:

The Self Service Portal will be a more interactive portal for our customers to use to find knowledge articles, request catalog items, and view their open incident and request items. Customers can also chat with a member of the Service Desk by using the Live Chat feature. In addition, they will be able to view system status details for major incidents and service impacting events.

The project, which began back in November 2016, allows Emory to take advantage of the modern ServiceNow Helsinki user experience, previously unavailable due to the large-scale customizations of LITS’ original software.

The IT Service Management team (ITSMO) engaged Acorio, a ServiceNow partner, to help upgrade to Helsinki and move the incident and knowledge modules to a more out-of-the-box (OOTB) configuration. This configuration will make it easier for Emory to take advantage of the latest ServiceNow upgrades.

Over the past four months, the ITSMO team participated in a series of workshops and hosted mini engagement sessions after each workshop. Following a phase of vigorous user acceptance testing, the software is ready to be implemented.

If you have any questions, please contact ITSMO at itsmo [at] emory [dot] edu.

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