All HR, Finance, and IT support and service requests are logged and tracked in ServiceNow, which is supported by the Service Management Office (SMO).
Below are process documents, quick guides, micro-learning videos and recorded training sessions for fulfillers and WashU IT service management processes.
Support Materials for ServiceNow
Please note: Support materials related to Incident Management, Knowledge Management, IT Asset Management, Service Configuration Management, Change Enablement, and Problem Management have been moved to the Service Management Office – IT Service Management (ITSM) Standards webpage.
- General
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Guides
- Assigning Approval and Task Delegates in the ServiceNow Fulfiller View (PDF)
- Available Wildcards for Searching a List (PDF) – Wildcards provide different results when searching a term in ServiceNow. If you enter text in a search box without using a wildcard, search results will only be records that start with the text searched.
- Contract Management Guide (PDF) – The contract management module is only visible to a small group of users.
- Customer Portal User Guide (PDF)
- Exporting List Data to Excel (PDF)
- ServiceNow Next Experience Demo -January 9, 2024 (Learn@Work)
- ServiceNow Next – Unified Navigation, Personalization, and Preferences (PDF)
- Submit vs Save vs Update (PDF)
- What type of ServiceNow user am I? (PDF)
- Working with Lists in ServiceNow (PDF)
- Work Notes vs Comments vs Emails (PDF)
- ServiceNow Assist (AI)
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Training
Guides
- Service Operations Workspace
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Process
- Interactions
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Process
- Request
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Process
- Creating and Working Requests in the Core UI (PDF)
- Creating and Working Requests in the Service Operations Workspace (PDF)
Guides
- Reports
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Guides
- Update Schedule
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Regular updates ensure ServiceNow utilizes the latest performance, stability, and security resources. These updates include:
- Monthly vendor-managed patching.
- Two (2) major releases annually.
- Customer Service Management (CSM)
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Guides
- Communicating with Users (Comments & Emails) in the CSM/FSM Configurable Workspace (PDF)
- Creating a List in the CSM/FSM Configurable Workspace (PDF)
- Creating an Incident or Request within a Case (PDF)
- Creating Quick Messages for Emails in the CSM/FSM Configurable Workspace (PDF)
- Creating Response Templates in the CSM_FSM Configurable Workspace Guide (PDF)
- CSM/FSM Configurable Workspace Overview (PDF)
- Special Handling Notes & Escalations in the CSM/FSM Configurable Workspace (PDF)
- Transferring a Case in the CSM/FSM Configurable Workspace (PDF)
- Work Notes vs Comments vs Emails (PDF)
- Student Support Groups – Creating an Interaction and Case in the CSM/FSM Workspace (PDF)
Training
Finance Support Groups
- Finance Support Groups Training Presentation July 2024 (PDF)
- ServiceNow for FIN Support Teams Training Recording in Workday Learning (video)
HR Support Groups
- HR Support Groups Training Presentation July 2024 (PDF)
- ServiceNow for HR Support Teams Training Recording in Workday Learning (video)
IT Support Groups
- IT Support Training Presentation July 2024 (PDF)
- ServiceNow for IT Support Teams Training Recording in Workday Learning (video)
- Systems Support – Working Cases Training Presentation August 2024 (PDF)
Student Support Groups
- Field Service Management (FSM)
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Guides
- FSM-Creating a List in the CSM FSM Workspace (Word)
- FSM for Managers-Creating a Work Order and Dispatching the Work Order Task (Word)
- FSM for Mechanics/Technicians-Day 1 Guide (Word)
- Workday Procurement Guide (Word)
Training
All Roles
Overview of the ServiceNow Fulfiller View (video)
Accounting
Crib/Supply Room
Custodial
Customer Service Representative (CSR)
Leadership
Mechanic/Technician
Legacy System
The legacy ServiceNow Portal—wusm.service-now.com—is used for the following:
- Brown School Service Center requests
- Brown School Facilities requests
- Shared Business Services Hub requests
Questions? Contact the Service Management Office at itsm@wustl.edu.