ServiceNow 2024 – Expanding Service Management at URI

ServiceNow is approaching its second year at URI.  Live for Fall 2022 semester for ITS and Dining Services Help Desk incidents, a team of implementers has been rolling out both additional departments and services since then.  ServiceNow is now in by 75 work groups at URI across numerous departments for Incident Management, Request Management, Knowledge Articles and Problem Management.

Reaching beyond Incidents, ServiceNow requests, tasks, work groups and Dashboards have supported the IT Contract Review since it’s inception in early 2023.  The process allows faculty and staff to submit IT Security Reviews via the IT Contract Review web page as well as features for Strategic Procurement to submit for IT Contract Reviews as purchases are received. ServiceNow also provides leadership with detailed graphical reports on volume, time spent under review and outcomes for a day or over time.

New features of ServiceNow in 2024 include supporting the implementation of RhodyBuy for Incident reporting and tracking, upgrading the Service Portal to a new Portal provided by ServiceNow with additional engagement features, retooling the Knowledge Article process to streamline and encourage more and faster knowledge article publications, implementing IT Asset Management and expanding Change Management use.

We look forward to working with the URI community as we continue to sustainably integrate business process fulfillment across the university!

The ServiceNow Support Team