Projects

ServiceNow – Improving IT Services

Service Now LogoI&ITS selected the ServiceNow Information Technology Service Management (ITSM) platform for its technology ticketing system to replace the WebHelpDesk system. Based on industry leading, Information Technology Infrastructure Library (ITIL) best practices, this new service management tool is a significant advancement in our strategic direction to improve customer service for our UTM community. ServiceNow is an enterprise ITSM ticketing tool delivered as a cloud application and includes various modules that support the ITIL processes being implemented by I&ITS, including Incident, Problem, Request, Change, and Knowledge Management.

Your interactions with I&ITS, including break/fix support and requests for services, are all logged and tracked in ServiceNow which offers numerous capabilities and benefits, including:

  • Interactions with an I&ITS support provider will generate an email notification to you from servicedesk.utm@utoronto.ca and will include a targeted link that will allow you to track your service ticket, progress and resolution. You will be prompted to login with your UTORid and password to view your tickets.
  • An easy method to update your ticket with additional information and/or stay abreast of changes.
  • Resolved, documented incidents in the ServiceNow knowledge base will be accessible to all I&ITS staff so they can help others resolve issues accurately and quickly. 
  • Less time is spent talking with I&ITS support providers allowing you more time to do your work.

If you have questions about ServiceNow, please call the I&ITS Service Desk at 905-828-5344, or visit us in our new location in the CCT Atrium.

To submit a ticket visit the new user portal at http://uoft.service-now.com/utm/.

Important Dates

  • April 12 – Soft Launch (All tickets submitted via WebHelpDesk will be recreated in ServiceNow)
  • May 10 – Production Launch for UTM community for new ticket system, ServiceNow

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