After logging its two millionth ticket last month, and 15 years in services, the Remedy call tracking system will be replaced with ServiceNow.
The campus Technology Support Tools and Processes Advisory Team — part of the IT Governance’s Client and Application Support group — recommended earlier this year to replace the aging Remedy System that currently tracks general campus and IT problems and resolutions. ServiceNow offers campus a richer and more diverse set of tools for call tracking and many other facets of IT service management.
Over the next few months, OIT and the advisory team will implement ServiceNow, providing training and addressing data concerns as part of the service rollout to campus. For updates on the ServiceNow project, subscribe to the servicenow-info mailing list.