[Faculty] Fwd: ITS Transition to ServiceNow

[Arlene Gibson]

See message below from James Frazee, Chief Academic Technology Officer
Associate Vice President, Instructional Technology Services
San Diego State University

---------- Forwarded message ---------
From: James Frazee <itsfacultysupport at sdsu.edu>
Date: Thu, Dec 19, 2019 at 12:59 PM
Subject: ITS Transition to ServiceNow
To: <agibson2 at sdsu.edu>


ITS is transitioning to a new help desk ticketing system
Hello,

We are writing to request the following message be shared with your
department’s faculty and staff:

Instructional Technology Services (ITS) is transitioning to a new help desk
ticketing system called ServiceNow. ServiceNow is the IT Service Management
tool currently used by multiple IT groups across SDSU for submitting,
reassigning and tracking IT support tickets. To learn more about the
campus’ transition to ServiceNow please review the ServiceNow Deployment
page
<https://sdsu.us8.list-manage.com/track/click?u=6976c8fce34971d911c691db8&id=19b9c3b037&e=8202d127f9>
available on the https://it.sdsu.edu/activities
<https://sdsu.us8.list-manage.com/track/click?u=6976c8fce34971d911c691db8&id=c9ef8348c5&e=8202d127f9>
website.

Starting January 6th, faculty and staff can submit support tickets to ITS
online via ServiceNow. These tickets are now referred to as “incidents”.
Please note, emails sent to ITS support addresses will auto-reply asking
you to submit the incident via ServiceNow. Linked below is an instructional
guide on how to submit an incident to ITS. Also, linked in the
instructional guide is a short how-to video tutorial.

How to Submit an Incident to the ITS Help Desk in ServiceNow
<https://sdsu.us8.list-manage.com/track/click?u=6976c8fce34971d911c691db8&id=d4096898c5&e=8202d127f9>

We thank you in advance for your understanding as we strive to continuously
improve our support for faculty and staff. If you have any questions please
don’t hesitate to contact our Help Desk at 619.594.4357 (4HELP), or submit
an incident via ServiceNow.

Yours in service,

Dr. James P. Frazee
Chief Academic Technology Officer
Associate Vice President, Instructional Technology Services
San Diego State University
*Copyright © 2019 SDSU Instructional Technology Services, All rights
reserved.*
You are a staff member designated as a department coordinator.

*Our mailing address is:*
SDSU Instructional Technology Services
5500 Campanile Dr
Instructional Technology Services
San Diego, CA 92182-8114

Add us to your address book
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.



-- 
Arlene Gibson
Administrative Support Coordinator
Phone: 619 594-6061
agibson2 at sdsu.edu
Room E-203
College of Engineering, Dean's Office
San Diego State University
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