Overview

ServiceNow is an enterprise IT service management tool, which is offered as a shared service to The Texas A&M University System. It tracks the handling of issues and requests, automates business processes, enables gathering and sharing information within the organization and with end users, and provides robust monitoring and reporting capabilities. The Division of IT is responsible for offering the shared service.

Contact Information

Email
itss@tamu.edu
Phone
979.847.4877

Cost

ServiceNow license pricing is available through Texas A&M Division of IT. For more information, email itss@tamu.edu or call 979.847.4877.

Request

To request this service, email itss@tamu.edu or call 979.847.4877.

FAQ

What is ServiceNow?

ServiceNow is an enterprise IT service management tool, which is consistent with the ITIL framework and facilitates greater emphasis on relationships with partners. It tracks the handling of questions and requests, automates business processes, enables gathering and sharing information within the organization and with end users, and provides robust monitoring and reporting capabilities. The Division of IT offers ServiceNow as a shared service to the A&M System.

What modules are available?

When fully implemented, ServiceNow will deliver the following modules. Additional modules will be available with subsequent releases:

  • Incident Management- handling and resolving events that disrupt or reduce service quality or user productivity.
  • Service Catalog/Request Management- delivering offered services using business processes to fulfill requests.
  • Employee Self-Service- enabling users to report concerns or make requests through a user-friendly web portal.
  • Knowledge Management- making available common issue information to the entire organization to enable knowledge-based support.
  • Problem Management- diagnosing, resolving and preventing root causes of incidents.
  • Change Management- coordinating and controlling changes to minimize risks to the IT environment.
  • Configuration Management Database (CMDB)- providing an information repository of all IT assets and their relationships.

Why implement ServiceNow?

ServiceNow is an industry-leading IT service management system used by many companies and universities. It provides the framework for IT organizations to attain higher levels of customer satisfaction, improve operational efficiency and reduce costs.

Offering a shared enterprise service will:

  • Reduce implementation and support costs.
  • Allow retiring redundant legacy tools.
  • Assist standardizing of IT policies, processes and procedures across the A&M System.

Where can I learn more about ServiceNow?

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