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

As of June 29, IT Contract Review services have transitioned from IT Services to the Office of Strategic Procurement under the newly established Director of Contracts Management role. John Brindamour, who previously managed IT contract reviews within ITS, has moved to Strategic Procurement to lead this expanded function.

What This Means for You:

  • The IT contract review process will continue to function as usual
  • All current contact methods remain active
  • Over time, this transition will enable more integrated and streamlined contract processes university-wide

The ServiceNow request form and all associated processes remain unchanged. We appreciate your patience during this organizational transition as we work toward an enhanced contract management approach for URI.

Questions? Contact john.brindamour@uri.edu

ServiceNow is URI’s centralized platform for service management, designed to streamline workflows, manage service requests, and enhance the support experience for faculty, staff, and students. By providing a single point of access for submitting tickets, tracking progress, and accessing knowledge resources, ServiceNow ensures efficient resolution of IT-related issues and requests.

Executive Lead

Mike Motta

Technical Lead

Jennifer Hidalgo
jhidalgo@uri.edu

Support Team

ITS Administration

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Knowledge Articles

Browse our knowledge base for answers to frequently asked questions, how-to guides, and troubleshooting tips across common IT tools and services.

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New Email Ticketing System for Faster Support

This summer the IT Service Desk implemented an email ticketing system. All emails sent to the
Service Desk automatically create an incident ticket and send the customer a response email
with the ticket info. The goal was to enhance both the user experience and the internal efficiency
of the IT Service Desk, contributing to smoother operations and faster resolution times.

Benefits to the Customer:

  1. Immediate Confirmation: Customers receive instant confirmation that their issue has been logged, providing reassurance that their request is being addressed.
  2. Centralized Communication: All conversations and updates are contained within a
    single ticket, reducing confusion and ensuring that no information is lost in separate
    emails.
  3. Seamless Escalation: If an issue requires escalation, the entire history of communication is already documented within the ticket, making it easier for higher-level teams to step in and assist without delays.

Benefits to the Service Desk:

  1. Streamlined Workflow: The system automatically creates and organizes tickets,
    allowing staff to focus more on solving issues rather than administrative tasks like
    logging tickets manually.
  2. Improved Organization: All tasks are centrally located in one system, making it easier to track, prioritize, and resolve customer issues.
  3. Reduced Errors and Repetitive Work: Automation reduces the chance of human error in ticket creation and minimizes the need to enter the same information multiple times.

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

Mike Motta
Jennifer Hidalgo
Tina Yetman