October 31, 2018
This monthly newsletter provides essential Service Management and ServiceNow information.
Stanford | Services & Support: Service Management Newsletter


 Time is ticking, close Remedy tickets

  • The Services and Support portal now features a "Getting Started" section with a link to a video-based user guide. The guide provides instructions on how to successfully navigate the portal to get the required help.

Tips and Tricks


Why Can't I Submit My Survey Rating Via Email?

ServiceNow automatically sends an email notification when a ticket is resolved. Within the email is a five-star satisfaction survey. Some users have experienced a blank screen when trying to complete the survey. The most likely cause is that the web browser being used to complete the survey has not been set with the default email program.


How to Import a Word Doc to ServiceNow Knowledge

You can import content from a Microsoft Word document to create a new knowledge article in ServiceNow. The document must have the .doc or .docx file extension in lower case. 


Why Does the UIT Operations Center Handle Major Incidents?

The Major Incident process exists to facilitate the restoration of services due to a service outage or degradation. There are tasks that happen behind the scenes to ensure that the appropriate people are notified of issues as they arise and that the community is properly alerted and updated.

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Service Spotlight

Larry Dillard, Release Manager from University IT, has had a significant role on the ServiceNow project since it began. As the Change Management Process Owner, he drove the creation of the Change process and technical implementation to ensure risk is mitigated when production changes are made. In addition, he provides valuable feedback and insight into the other processes based on his many years of experience at Stanford.
Stanford University