ServiceNow Workflow Management

A project is underway at UConn Health to replace the Information Technology Footprints ticketing system with the ServiceNow platform. The goal of this project is to improve how the IT organization supports incidents, requests, and changes.

1. What is ServiceNow and why is it important?

As UConn grows as an institution, we need a platform that can better manage the many workflows that IT supports. ServiceNow is a premier platform that brings together UConn Health’s processes with improved communication, ticket management, and reporting.

2. How will you use ServiceNow?

After our July release, ServiceNow will be UConn Health’s tool for:

• Request Management: How our users can request things that they need
• Incident Management: How we report and track the resolution of service questions and issues reported by users
• Knowledge Management: How we share information that helps the organization learn about topics
• Problem Management: How we report and track the resolution of recurring service issues
• Change Management: How service owners request, communicate, and track changes within the organization

3. What you should know

• Extension 4400 will continue to be available for high and critical tickets. Emailing servicedesk@uchc.edu is no longer available to create tickets. Instead, a ServiceNow Portal is available for creating tickets.
• The UConn Health Employee Service Portal is available to all of UConn Health to submit requests and Incident tickets. Within the portal, you can enter tickets, find knowledge articles, and track progress.

4. What’s next?

UConn Health will continue to add and improve the available request and incident ticket workflows for available users. Suggestions to enhance available tickets that should be available can be entered at ServiceNow Intake Request - Employee Center.