Service Now Incident Tracking (trouble ticketing) System

Service Initiation

Support

Service Support Contact: 

CUIT Service Desk

askcuit@columbia.edu

Service Targets: 

24/7 99% availability (subject to pre-announced scheduled maintenance windows)

 

Priority

Response Time

1

4 hours

2

1 business day

3

2 business days

 

Service Description

Track IT troubles and requests.
Status: 
Active

Details

Track IT troubles and requests.

Uses Service Now platform and a number of custom programs.

Standard Service Features

Email notifications.

Priority based ticket escalations.

Customer information lookup through LDAP.

Email interface to create/update trouble-tickets.

Ticket templates.

Web based access.

Smartphone access.

Standard Costs: 

No cost for CUIT staff/groups. For non-CUIT entities, one time user license fee and 20% annual maintenance.

Alternative floating (shared) license available.

Optional

Nightly, monthly reports on tickets.

Dedicated email address to send tickets.

Group/topic specific FAQs on the web.

Automated ticket generation, based on external triggers.

Service Eligibility

This service is currently provided to CUIT, HR and Finance.

Prerequisites

Any current web browser.