Research Computing's Use of Service Now

Owned by rahull1
Last updated: Sep 25, 2024
2 min read

ASU Research Computing will transition our user support service from email-based (RTSHelp@asu.edu) to the web-based ServiceNow platform starting Wednesday, May 15, 2024. Our team strives to make our resources easy to use and accessible and provide exceptional customer service. During this transition, we will ensure the same level of support to maintain continuity in our services. 

What to Expect

The new ServiceNow platform is a web-based interface that allows you the same functionality as sending a help request via email. On Wednesday, May 15, 2024, we will transition help requests to our new platform. All messages submitted to RTSHelp@asu.edu will receive an auto response providing a link and directions to submit your request through ServiceNow. Please note that tickets still open in the previous system will be maintained until they are resolved and/or a new ticket will be opened on your behalf in the new system. 

Key Benefits of Using ServiceNow

Below is an outline of the key benefits of transitioning from our previous help request system to ServiceNow:

  1. Enhanced coordination between Research Technology Office operations and Enterprise Technology support teams.

  2. Efficient handling of specific service requests by gathering all necessary information upfront and reducing back-and-forth communication.

  3. Faster support response times. Our old system took 1 to 15 minutes to process an email, and ServiceNow captures requests instantly.

  4. Reduced downtime. Our former system often experienced outages when converting emails to tickets.

  5. Improved metrics for monitoring performance, including average time to assign and resolve issues, and visibility into requests that exceed SLA thresholds.

  6. A self-service portal that allows customers to check the status of their requests online.

Audience Specific Guidance

Student and Courtesy Affiliate Account

Students who are not ASU employees and users with a courtesy affiliation account should submit their help requests via this https://rto.asu.edu/request-help/ . 

  • Choose “I am a student or other affiliate” 

  • Enter an email address and choose Research Computing

  • Describe your request and, if needed, attach any supporting files then hit send  

Once your request has been submitted, a ticket will be created on your behalf and you will begin to receive updates to your ticket as they are made.  

ASU Faculty, Staff, and Student Employees 

With the new ServiceNow platform, you will have increased options under the “Research” service catalog. The catalog is intended to guide you through the various service options and to provide an easy, straightforward way to submit requests.

ASU Faculty

All academic course allocation requests for Research Computing resources should be submitted via the Course Allocation service catalog item. Our liaison will be in contact with you as needed. 

Helpful tips & Videos to get started

What do I do if I cannot submit a request?

If you have difficulties in submitting a Request or Incident, please consider reporting the error in the KE Slack Workspace channel #rc-support.

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