FAQs: ServiceNow

A knowledge base article about FAQs: ServiceNow provided by the UC Berkeley IT Service Hub - Knowledge Portal

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 downtimes 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 downtimes 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.