Previous incidents and requests are not lost and progress will continue on those items. There may be some overlap in the use of the older ITSM systems and ServiceNow but that will not disrupt progress on the incidents and requests.
Yes, you can still reach an IS&T representative by calling 610-436-3350, and you will now have the added convenience to submit a request or incident through ServiceNow. ServiceNow is available 24 hours /day and allows you to monitor the progress and status of requests and incidents.
Yes, the emails will appear a little differently with a WCU Service Now logo, details of the request/incident, and a link contained in a blue box that will take you directly to the request/incident in Service now once you are logged into ServiceNow. You can also log into ServiceNow to check on progress.
Yes, the Help Desk and ResNet email accounts will be monitored through the end of the spring 2020. After May 22nd, ServiceNow will be the primary communication tool, and the mailboxes for Faculty/Staff Help Desk and ResNet will no longer be active.
Urgent matters and emergencies can still be reported by calling the Help Desk at 610-436-3350.
Yes, you will continue to have the ability to leave voicemail messages.
Guides are available on the side navigation of this site. You can also speak to an IS&T representative by calling 610-436-3350. They will be happy to assist you.
No. The SharePoint forms will be discontinued but you will be able to log into ServiceNow and make these requests by accessing the Service Catalog and choosing the appropriate selection to complete the orders.
Users with WCU accounts should log into ServiceNow so requests will be made under their name/account. While the “Submit a Question” form is still available, it will be more useful for parents, prospective students, and alumni who do not have an active WCU account to log into ServiceNow.