Issue #18 | August 1, 2019
This monthly newsletter provides essential Service Management and ServiceNow information.
Stanford | Services & Support: Service Management Newsletter


  • Remedy is History

    The Remedy ticketing system has been retired. All groups formerly using Remedy have been transitioned to the ServiceNow platform.

    We are currently working on a plan to allow access to both the Remedy archive and the original Benefits application (the support system prior to Remedy).

    Anyone with questions about the Remedy shutdown can contact Chris Lundin ( 
  • The following groups were onboarded to ServiceNow in late June and July:  
    • FMS Admin Team
    • FMS Gift Securities
    • IAIS Admin Team
    • SoE Admin Team 
    • SoM HR

Tips and Tricks


How to Search Knowledge Articles as a Fulfiller in ServiceNow

The way to search and attach knowledge articles on a ServiceNow ticket is changing. The KCS Results tab and Knowledge search icon will soon be replaced with a new Search Knowledge button. This button will allow you to search, attach and navigate through published knowledge articles. 


Root Cause Analysis: "5 Why's" or "Ishikawa diagram (Fishbone)"

Root Cause Analysis (RCA) is the identification and description of the true cause/problem. It includes identifying the timeline or history of events leading to the cause/problem and distinguishing between the technical or causal factors and underlying cause/problem.

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Service Spotlight

Trina Glidden, Project Manager, from the School of Engineering (SoE), was instrumental in the onboarding of the SoE Dean's Office Admin team onto ServiceNow. Before undergoing the project, Trina took the initiative to learn about other groups' implementations to familiarize herself with the system. This not only allowed her to gather the necessary requirements for onboarding but also made her well versed enough to teach the new users. Her excellent project management skills ensured deliverables were met and a successful implementation.
Stanford University