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SCS Computing Facilities Transitions to New Service Management Tool 6/28/17

On Wednesday, June 28, 2017, SCS Computing Facilities will transition to ServiceNow, a new service management system to support our Help Desk and incident management process. This will replace our current tool (Remedy).

As questions or problems are reported to the SCS Help Desk either through email, phone, or in person, the email confirmation you receive will be sent via ServiceNow with reference to an incident number (INC) rather than a Help Desk (HD) number. SCS Computing Facilities contact information remains the same (e.g., help@cs.cmu.edu) with no interruption of service for previously opened issues.

ServiceNow is an enterprise system that will act as SCS Computing Facilities single service support and management tool. Much of the initial development of the tool will improve our ability to manage service requests and processes internally.

Thank you in advance for your patience during this transition as we learn the system ourselves and work through any issues that may arise.

If you have any questions about this change, please contact the SCS Help Desk at x8-4231 or send mail to help@cs.cmu.edu.