Faculty and Staff:
HSC ITS is excited to announce its transition to ServiceNow (SNOW) as our new IT Service Management effective Feb. 1.
SNOW will replace Samanage as our primary ticketing tool, and will process and catalog customer service requests including incidents, service requests, and other services.
This change enables us to leverage one of the best software solutions available in the market to manage our operations, and will allow us to further streamline and digitize our processes. This transition also helps consolidate software solutions deployed across UNT World performing the same or very similar functions.
This transition will create an improved end user experience as well as a more proactive approach to support. The self-service platform will guide you to search the offerings for requests and/or incident support as well as knowledge base articles to assist with quick resolution.
Additionally, this will provide improvements to the customer and support engagement activities to receive updates and progress on requests or incidents as well as metric tracking to identify gaps and trends of service.
Our goal is to provide a proactive approach to supporting our end users and provide an improved communication and supporting platform.
As part of this migration, all existing (open/active) incidents or requests will be moved over to SNOW in order to continue to track the progress.
In preparation for the transition, please refer to the Introduction to ServiceNow at UNT World document (PDF emailed to your HSC Faculty/Staff inbox on Jan. 21) and training video sent via email, as well as visit ithelp.unt.edu. If you have any questions regarding this transition, please reach out to the Helpdesk for more information.
ITS Helpdesk
Gibson D. Lewis Library, 20
817-735-2192