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IT Services

Self Service

ServiceNow: Everything you need to know

Queen Mary University is modernising its Service Management capabilities to better meet the evolving needs of students, staff, and management. Replacing Ivanti, the new ServiceNow platform will reduce inefficiencies and manual workarounds, driving enhanced service delivery. Additionally, ServiceNow supports the University’s digital-first strategy, enabling integrated service support and expanding the use of cloud and SaaS solutions across campus.

ServiceNow will allow users to raise requests, report issues, and access key resources for IT, facilities, and more, delivering a user-friendly experience tailored to our community’s evolving needs.

What is changing?

From Tuesday 12 November 2024 all new IT and Estates tickets will be created in ServiceNow. The previous Ivanti link will redirect to ServiceNow from this date.

How can I access ServiceNow?

You can access ServiceNow via the following link and log in with your QMUL user ID using Single Sign-On.

Single sign on screen for ServiceNow

Login screen for ServiceNow

 

 

 

 

 

 

 

 

If you experience any login issues, please contact the Service Desk.

Frequently Asked Questions

We aim to resolve existing Ivanti tickets ahead of the ServiceNow transition. Remaining tickets will be managed on case-by-case basis to ensure resolution.

For the first two weeks after launch, Thursday 12 – Tuesday 26th November 2024, an Early Life Support team will be available to assist with any issues you may experience with the new platform. Please contact our IT team via the Service Desk.

Students and staff can raise a variety of requests to make their experience at Queen Mary University more efficient. These include:

  • IT Support: Report technical issues, request assistance with software, hardware, network access, or login issues.
  • Facilities & Maintenance: Submit maintenance requests, such as reporting broken equipment, heating issues, or other building-related concerns.

 

We would love to hear about your experience. Please take a moment to complete a brief Customer Experience Survey.

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