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.
Printable materials:
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.
Requester
Requesters include all agency staff and are sometimes referred to as end-users or callers. They are IT consumers who occasionally require assistance with IT-related issues, request IT-related purchases, or manage agency assets.
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.
- ITS ServiceNow Business Stakeholder Training YouTube Playlist (aka Approvers or Agency Liaisons)
Fulfiller
Fulfillers are staff who are designated to work on 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 who can complete ticket inputs from Requesters and other agency staff.
- ITS ServiceNow Fulfiller Training YouTube Playlist (for IT staff only)
