ServiceNow

ServiceNow is software built in a cloud computing platform that helps organizations manage digital workflows for enterprise operations. The Enterprise Service Management team provides software solutions for campus customers on the following platforms:

  • Information Technology (IT)
  • Human Resources (HR ServiceHub and Portal)
  • Communication & Network Services (Telecom Catalog aka TelCat)
  • Telemanagement System (Pinnacle) 

Service offerings include application support, custom application development, integrations, business process mapping, migration, and consultation. Our mission is to facilitate transformative service delivery at UC Berkeley using ServiceNow. By unifying service delivery efforts at UC Berkeley within an industry-leading platform, campus customers will receive a measurably better experience with decreased overall costs. Through collaboration, we can achieve new levels of success.

ServiceNow at Cal will enable automated and standardized services management, and support a services model for more automation opportunities within groups by offering the following benefits:

  • Improved service catalog, service request provisioning, incident/case tracking, problem management, project management, and other helpful tools;
  • Ability to extend the tools to other campus departments;
  • Removes the need to maintain commodity servers and applications;
  • Improved reporting capabilities;
  • And more!

Get help with ServiceNow

Options

IT Service Now

HR ServiceHub

Telecom Catalog 

Purpose of ServiceNow instance

Search the knowledge base for quick answers to IT questions or submit a ticket for help.

Get answers to HR questions, access employee recruitment forms, and more.

Order a cellular or desk phone plus other voice and network services.

Request service

Email: servicenow-support@berkeley.edu

Email: telcathelp@berkeley.edu

Visit the service website

https://berkeley.service-now.com/

https://berkeley.service-now.com/HRServiceHub

https://ucb.service-now.com/

Report a problem

Email: servicenow-support@berkeley.edu

Email: telcathelp@berkeley.edu

Service Provider Information

Berkeley IT | Campus Applications and Data | Administrative Applications - Enterprise Service Management (ESM)

Berkeley IT | Campus IT Infrastructure | Voice Services

Service Level

This service is supported Monday-Friday, 8 a.m. to 5 p.m. PST

Service details

FAQs

Why should I consider ServiceNow as a replacement for my current incident management system?

ServiceNow is an industry-leading solution for service delivery within large organizations. By joining the ServiceNow platform, you will realize the benefits of using a cutting-edge platform to achieve a measurably better customer experience in addition to improving collaboration with your service partners.

Which browsers does ServiceNow Support?

Here is a list of the web browsers supported by the  ServiceNow platform.

If ServiceNow is down, is there a backup procedure for me to still receive IT support?

ServiceNow's data centers and cloud-based infrastructure have been designed to be highly available. This design includes redundancy and fault tolerance of the entire ServiceNow application and platform stack, including electrical, cooling, network, security, and server infrastructure.

In the unlikely event of an outage, please contact your CSS IT at 510-664-9000 to determine support options. 

Are there pre-scheduled down times for ServiceNow?

Yes, there are pre-scheduled maintenance windows for the ServiceNow platform as new features and functionality are added. It is important to note that the ServiceNow platform will be available throughout all maintenance windows unless otherwise noted.

All planned maintenance and service outages are posted on the System Status page

Do I need a license to respond to ServiceNow emails?

If you are simply replying to an email message as a customer, no license is needed.

If you provide support via the ServiceNow tool, yes a license is needed.

Are there pre-scheduled down times for ServiceNow?

Yes, there are pre-scheduled maintenance windows for the ServiceNow platform as new features and functionality are added. It is important to note that the ServiceNow platform will be available throughout all maintenance windows unless otherwise noted.

All planned maintenance and service outages are posted on the System Status page

How do I add members to an assignment group that I own in ServiceNow?

Follow these instructions to add or remove users from Telecom Catalog groups.  This feature is available only to those with a license.

To add or remove users from ITSM groups, you can use the ITSM Service Catalog. These two Knowledge Base articles will guide you through each process:

Where do I find release notes that describe new features or fixes that have been applied?

You can find the ITSM/HR release notes on the ServiceNow Knowledge Portal

Where can I find more information about the ServiceNow platform?

You can find more information about the ServiceNow platform at the ServiceNow vendor site

Getting started with Incident Management

You can watch the ServiceNow video on Incident management and read about the benefits of incident management.  If you’re interested and want to learn more, contact us!

Can I request training for my department?

We offer training as part of our onboarding process for licensed teams joining the ITSM ServiceNow platform. End-user training is also offered to specific audiences as processes are migrated into ServiceNow. There is presently no offering for standalone training, however please contact us if you have a need.  

Training resources for HR ServiceHub can be found at the BRS HR ServiceHub training site along with expanded BRS HR ServiceHub information

Contact the Communication and Network support team for training on the Telecom Catalog system.

Service category

Quick Links

home buttonreport a security threat buttoncheck system status buttonsearch the knowledge base button

Contact

  • Phone: 
    (510) 664-9000 option 1, 1
  • Support hours: 
    This service is supported Monday-Friday, 8 a.m. to 5 p.m. PST

Eligibility

  • Faculty
  • Staff
  • Students

The Team