June 14, 2018
This monthly newsletter provides essential Service Management and ServiceNow information.
Stanford | Services & Support: Service Management Newsletter


  186 days until Remedy queues close

  • Intermediate-level ServiceNow reporting workshop on June 21 - Remote participation is encouraged due to space limitation - To sign-up and for more information
  • Support Request training available in STARS (SNOW-3030) - Access training
  • Recent noteworthy changes in ServiceNow
    • The "Fix Something" widget under the IT domain of the Services portal has been renamed to "Report a Problem"
    • Users can now see the "Close notes" for their resolved tickets under the  'My Tickets' section of the Services portal
    • Fulfillers can quickly navigate to the Services portal by clicking on the "Services Portal" module at the Navigation menu

Tips and Tricks


Best Practices for Fulfilling ServiceNow Incidents and Requests

Best practices exist to deliver a consistent experience to end users and to increase workgroup efficiency. Although Incidents require more urgent resolution than Requests, they both share common best practices.


Useful ServiceNow Reports for Managers and Fulfillers

Within ServiceNow there are several global reports that Managers and Fulfillers can leverage to monitor group work and activities. By creating a copy of these reports, you can customize them by adding or removing filter conditions and changing the report type to suit your visual preference.

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Service Spotlight

Padma Kapoor, Business Analyst with University IT, has been a driving force in the continued effort to move Campus Partners from Remedy to ServiceNow. Her knowledge of applications, business processes, excellent project management skills, coupled with her enthusiastic attitude, composure and humor have attributed to successful implementations.
Stanford University