ServiceNow: New IT Support Portal

07 Mar 2024

The University’s IT Service Management tool will be replaced later this year.

IT Services will be replacing the current provider of our IT Service Management tool (which includes the University’s Support Portal - Ivanti) with ServiceNow. This is a step up from our current platform which will help improve the effectiveness of IT Service delivery across the University.

The IT Services Projects Team have already started running workshops, primarily around setting up the core platform. Their next step will be to investigate moving some existing forms and configurations from Ivanti over to ServiceNow. This will be known as the 'Minimum Viable Product' or MVP. Once the MVP is established, a testing phase will begin before planning for a launch date later in the year.

Colleagues from the Library's Digital Services teams will participate in some of the planning workshops and offer input into how ServiceNow could be configured. However, there are no plans for the Library's Customer Services team to move over to ServiceNow from Ivanti and the team will continue to use LibAnswers.

Until ServiceNow comes into service, Ivanti will remain live, and colleagues can continue to use the Support Portal to raise issues or requests. 

More workshops are planned ahead of a proposed launch date of November. Any further updates we can provide will be posted in Teams or Library Update.