The URI ITS Service Desk has been using ServiceNow since Fall 2022 for creating and logging incidents. For most IT issues, employees and end users can contact the Service Desk, but did you know you can also use the ServiceNow Service Portal?

What is the Service Portal?

The Service Portal is a self-service system that allows employees to request IT support and track their requests through a single platform that is available to users 24/7. Instead of calling the help desk or sending multiple emails, users can log into the portal to submit requests for common IT needs like password resets, software installations, or technical troubleshooting. The portal displays request status in real time, so employees know where their issue stands in the queue. Additionally, the portal includes a Knowledge Base with answers to frequently asked questions, which can help users resolve issues independently without needing to contact the IT department or the Service Desk.

How can I use the Service Portal?

  • Request Software/Hardware – “I need Adobe Acrobat installed on my laptop”
  • Report Issues – “My email isn’t working”
  • Request Access – “I need to request a new phone line for my new employee”
  • Track Incidents – “What’s the status of my incident?”
  • Get Help via Knowledge Articles – “How can I connect to Wi-Fi?”

Benefits of Service Portal

The Service Portal provides real benefits to improve service desk operations. Users spend less time waiting for support and more time being productive, while IT teams handle requests in a more organized and efficient manner. The transparency of the system where everyone can see request status and timelines.  It can benefit from fewer repeat problems, as the portal’s knowledge resources help employees find answers on their own and make IT resources accessible and transparent. The Service Portal improves efficiency since it can help people find answers on their own through helpful resources, common problems get solved quickly without adding to the workload. Overall, the portal creates a more reliable, predictable IT support experience that saves time and money while keeping the entire organization running more smoothly.

Make sure to check it out the next time you need assistance from URI ITS.

Service Portal – https://rhody.service-now.com/sp