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Self Service

Latest Update: Introducing our new IT service management tool, ServiceNow

ServiceNow: Everything you need to know

Queen Mary University is modernising its Service Management capabilities to better meet the evolving needs of students, staff, and management. Replacing Ivanti, the new ServiceNow platform will reduce inefficiencies and manual workarounds, driving enhanced service delivery. Additionally, ServiceNow supports the University’s digital-first strategy, enabling integrated service support and expanding the use of cloud and SaaS solutions across campus.

ServiceNow will allow users to raise requests, report issues, and access key resources for IT, facilities, and more, delivering a user-friendly experience tailored to our community’s evolving needs.

What is changing?

From Tuesday 19 November 2024 all new IT and Estates tickets will be created in ServiceNow. The previous Ivanti link will redirect to ServiceNow from this date.

How can I access ServiceNow?

You can access ServiceNow with your QMUL user ID using Single Sign-On. The link to ServiceNow will be made available on Tuesday 19th November.

If you experience any login issues, please contact the Service Desk.

Frequently Asked Questions

We aim to resolve existing Ivanti tickets ahead of the ServiceNow transition. Any tickets that remain open will be handled individually to ensure thorough resolution.

Analysts will continue to have full access to Ivanti for closing outstanding tickets, and outgoing email notifications will stay active to keep end users informed every step of the way.

 

For the first two weeks after launch, Tuesday 19 November – Monday 2 December 2024, an Early Life Support team will be available to assist with any issues you may experience with the new platform. Please contact our IT team via the Service Desk.

Students and staff can raise a variety of requests to make their experience at Queen Mary University more efficient. These include:

  • IT Support: Report technical issues, request assistance with software, hardware, network access, or login issues.
  • Facilities & Maintenance: Submit maintenance requests, such as reporting broken equipment, heating issues, or other building-related concerns.

 

We would love to hear about your experience. Please take a moment to complete a brief Customer Experience Survey.

New

  • What it means: The ticket has been created but hasn’t been assigned or worked on yet.
  • What the user needs to do: No action required unless additional details are needed to clarify the request.

In Progress

  • What it means: The ticket is being actively worked on by the assigned team or individual.
  • What the user needs to do: Wait for updates or provide any requested information if needed.

On Hold

  • What it means: Work on the ticket is paused, often because more information is needed from the user or a third party.
  • What the user needs to do: Check if any action is required (e.g., providing details or confirming something).

Resolved

  • What it means: The issue has been addressed, and a solution has been implemented, but the ticket remains open for final confirmation. If no further action is taken, tickets will be automatically closed after 5 days.
  • What the user needs to do: Verify if the solution works and reopen the ticket if further assistance is required.

Closed

  • What it means: The ticket is fully completed and no further action will be taken.
  • What the user needs to do: None, unless the issue reoccurs or a new request is needed. Please note, you will be unable to reopen a 'Closed' ticket therefore, a new one will need to be opened.

Cancelled

  • What it means: The ticket has been withdrawn or is no longer needed.
  • What the user needs to do: None, unless the request needs to be resubmitted.

Fulfilled

  • What it means: The requested service or item has been successfully provided.
  • What the user needs to do: Confirm receipt and check functionality if applicable.

 

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