New Incident Management System launched!
UBC IT is launching a new software solution for managing incidents and service requests, called ServiceNow.
Initially, ServiceNow will be used for handling incident management requests, but the software has more functionalities such as, User Self-Service, which will enable users to submit incidents and requests directly into ServiceNow and track their progress.
For now, users will continue to raise incidents and requests by phone, email, online webform and walk-in support; however, they will now be automatically directed to ServiceNow. Users will also start to receive notifications when your request has been logged, updated and marked as resolved/closed.
As we adapt to our new process and tool, we'll do everything we can to maintain service levels and, over time, users will see an overall improvement in the level of service they receive including improved response times, feedback, control and tracking.
For more information, please visit the Information Technology Service Management website.