ITS utilizes the ServiceNow platform to manage IT ticket requests, assets, and hardware. Our customers use it to communicate IT issues, make procurement requests, and onboard/offboard employees and their access to all agency applications and technology environments.
Roles
ITS has three main categories of users within ServiceNow for customers, depending on their role with ITS and their agency. Each role is outlined below, along with appropriate training links. Please watch the video(s) for your role, then attend the corresponding Q&A session if you have questions about logging in or navigating the ServiceNow platform. Details for the Q&A session will be emailed to you.
Please note: Access to the state network is required to view these videos.
Requester
Requesters include all agency staff and are sometimes referred to as end-users. They are IT consumers who occasionally need assistance with IT-related issues, request IT-related purchases, or manage assets for their agency.
Business Stakeholder
Business stakeholders are agency staff designated by their agency to liaise with ITS as primary points of contact or as approvers for business processes, including onboarding/offboarding employees, approving purchases, or performing other specific actions.
- Intro to ServiceNow for Business Stakeholders (aka Approvers or Agency Liaisons)
- Printables
Fulfiller
Fulfillers are staff who are designated to work tickets within the ServiceNow platform on behalf of an agency. This is a technical role not typically assigned to non-IT staff. Fulfillers are technicians with the ability to fulfill or complete ticket inputs from Requesters and other agency staff.
