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Computing Services Transitions to New Service Management Tool

On Thursday, February 20, Computing Services will transition to ServiceNow, a new service management system to support our Help Center and incident management process and replace our current tool (Remedy). As questions or problems are reported to the Computing Services Help Center either through email, phone, or in person, the email confirmation you receive will be sent via ServiceNow with reference to an incident number (INC) rather than a service request (SR) number.  Computing Services contact information remains the same (e.g., advisor@andrew.cmu.edu, clusters@andrew.cmu.edu, cms-help@andrew.cmu.edu, dsp@andrew.cmu.edu, etc.) with no interruption of service for previously opened issues.

ServiceNow is an enterprise system that will act as Computing Services’ single service support and management tool.  Much of the initial development of the tool will improve our ability to manage service requests and processes internally.  In the future, we plan to release functionality that allows more visibility into the status of your requests and inquiries, ultimately providing a self-service portal for our services.  

Thank you in advance for your patience during this transition as we learn the system ourselves and work through any issues that may arise.