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ServiceNow Replaces Old IT Help Ticket Software

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Earlier this month, Extension Information Technology (IT) started using a new customer request ticketing system (i.e. "help ticket") called ServiceNow. This University-wide service will improve collaboration and coordination with central OIT and other IT units across campus. Staff will also have access to self-service features, a searchable knowledge base, and more.

The people supporting your IT needs and questions and the way you contact them for support will not change; only the software service will be changing. Continue to enter tickets online or call 612-624-6700. The email you receive will come from "University of Minnesota Service Desk" umn@service-now.com, and the email subject line will start with INC123456.

We welcome any and all feedback on this change. Tell us what you think via our online feedback form.

Karen Matthes
IT Training and Support Director

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