February 28, 2019
This monthly newsletter provides essential Service Management and ServiceNow information.
Stanford | Services & Support: Service Management Newsletter


 Time is ticking, close Remedy tickets

  • The Service Management Office has gained a new member, Wendy Chapman! Wendy is the Senior Program Manager for Service Management and also the new Service Owner for ServiceNow.

Tips and Tricks


Calling all ServiceNow Group Managers — Save a License

As a shared service used across Stanford, ServiceNow is offered to all campus units to help manage their community’s support requests. University IT funds the maintenance, support and enhancements to the platform as well as a pool of named licenses for the entire campus to share. ServiceNow charges Stanford every year for every license that is assigned to a person, even if the license is not being actively used. To be good stewards of Stanford’s resources, we are calling all service group managers to review your licenses and look for opportunities to make a license available to another community member.


User Data Not Populating in ServiceNow

User data in the directory such as phone numbers, email addresses and even entire accounts can be personally maintained and set to private. Taking these personal settings into account, Stanford's instance of ServiceNow does not import any information marked private.


How Can a User Set a Profile Picture in ServiceNow?

Users of ServiceNow and the Services & Support portal have the option to personalize their profiles by setting their own profile picture to display throughout the system. 

Help us improve the newsletter, provide feedback


Newsletter archive ServiceNow general request

Service Management website

Service Management toolkit

Service Spotlight

Emily Nguyen, IT Business & Data Analyst from University IT, gathers requirements, inputs data and configures catalog items to onboard new groups onto ServiceNow. She is self-motivating, inquisitive and resourceful. She not only completes necessary tasks but also offers practical solutions to meet the needs of our Campus Partners. She is the ultimate team player, always offering additional support to the team and she greatly contributes to the success of the ServiceNow releases.
Stanford University