Campus Launches ServiceNow Cloud-based Help Desk System

ServiceNow is the new University-wide help desk ticketing solution, which will start to replace the current Footprints Incident Tracking System on July 19th, 2016.  This change is a part of the University's overall "Administrative Systems Modernization Program" (ASMP).

The goal of moving to ServiceNow is to facilitate high-quality service delivery across campus units via a centralized help and ticketing system using streamlined processes, easy-to-find goods and services, and University-wide metrics, reporting, and service delivery standards.

On July 19th, the UT Information Technology Services (ITS) will begin a phased retirement of the Footprints Incident Tracking System, currently used by CNS to manage incidents and requests for help.  

ServiceNow is a cloud-based system used by more than 1,500 higher education institutions and other businesses throughout the world to manage service requests.  ServiceNow is more robust than Footprints and will help users locate services quickly, request help, and find solutions to common problems through a searchable knowledge base and service catalog.

You can continue to use the same e-mail address (help@cns.utexas.edu) and web form (https://cns.utexas.edu/help/) to request help as you do now.

Written by CNS OIT staff
Questions or comments? The best and easiest way to contact us is via the CNS Help Desk form.

See also: General