ServiceNow Merger 2025 | University of Miami Information Technology

We're enhancing your UService (ServiceNow) experience by merging IT's support ticketing systems. While you can continue to contact the IT Service Desk via the same phone numbers, you can now submit and track your IT support tickets and service requests via the new self-service portal, which has a fresh, modern look and improved navigation.

Quick Links: Key Benefits - Visualize the Experience - FAQs - Info for IT Licensed Users - Support

Key Benefits

User-friendly alternative to placing a phone call to the IT Service Desk.

Creates a unified experience for all IT self-service portal users.

Ability to view current and planned upcoming IT system outages.

Visualize the Experience

The New IT Self-Service Portal

Submit and track your IT support tickets and service requests via the new self-service portal, which has a fresh, modern look and improved navigation.

Be sure to update your bookmarks! The new self-service portal is now available at: it.miami.edu/self-service
- Please note, the previous self-service portal remains active until further notice only for IT @ the Academy project requests (i.e., Demands), IT work orders (i.e., IT Telecommunications service requests), and clinical device management (i.e., Nuvolo).

UService Self-Service Portal

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To open a ticket (i.e., create an incident) via the new self-service portal, visit: it.miami.edu/self-service

Select "General Support" and complete all fields marked required (*)
Select "Submit"

Frequently Asked Questions

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What's changing?
- As of April 29, 2025, visit it.miami.edu/self-service for:
  - Reporting IT issues
  - Requesting IT services or items
- The new self-service portal has a fresh, modern look and improved navigation. Visualize the experience.
What's staying the same?
- You will continue to contact the IT Service Desk via the same phone numbers currently used.
- The previous self-service portal will remain active until further notice only for the following:
  - IT @ the Academy project requests (i.e., Demands)
  - IT work orders (i.e., IT Telecommunications service requests)
  - Clinical device management (i.e., Nuvolo)
What are the benefits of this change?
- Merging UService instances creates a unified self-service experience. The new user-friendly portal has a fresh, modern look and improved navigation for submitting and tracking your IT support tickets and service requests.
How do I access the new UService (ServiceNow) self-service portal?
- You can access the UService (ServiceNow) self-service portal via this link: it.miami.edu/self-service
How do I open a ticket (i.e., create an incident) via the new UService (ServiceNow) self-service portal?
- Visit it.miami.edu/self-service and select "General Support." Complete all fields marked required (*), then select "Submit."
I opened a ticket (i.e., created an incident) and was able to resolve my issue on my own. Can I close my ticket myself?
- Yes, if you have resolved your issue, here’s how you can close your own ticket:
  - Navigate to the self-service portal at: it.miami.edu/self-service
  - Select “My Requests” at the top right, then locate and select the ticket you would like to close. You have the option to type a message to let the IT Service Desk team know that you resolved your own issue.
  - Select “Actions,” then select “Resolve.”
  - You’ll receive an automated email notification that your ticket has been closed, and if you need to re-open this ticket within 7 days, you can do so using the link in this email.
What’s the difference between submitting for general support vs. a general request?
- Use “General Support” (i.e., open a ticket, create an incident) when something is broken, not working, or down.
  - For example, you can’t log in to a system, you experience unexpected behavior while using a non-clinical system, or you need help resetting your password.
    - Important: Always report issues that are time sensitive or impacting patient care by placing a call to the IT Service Desk.
    - Did you know? You can select “Clinical Application Support” for any non-urgent clinical application issues or select “Software & Hardware Support” for issues impacting non-clinical applications, hardware, or network and internet connectivity.
  - Submit a “General Request” when you need something new or have a question.
    - For example, you need access to an application that does not already have a specific request form, have a question about a recent IT project communication you received, or need help but aren’t sure if it’s a “technical issue.”

ServiceNow Merger 2025 | University of Miami Information Technology

Quick Links: Key Benefits - Visualize the Experience - FAQs - Info for IT Licensed Users - Support

Key Benefits

Cards

Visualize the Experience

The New IT Self-Service Portal

Cards

UService Self-Service Portal

Cards

General Support (a.k.a Create Incident) Form

Sample Email: New Incident Created

System Status Page

Standard ServiceNow View

Frequently Asked Questions

Accordion Group

Information for IT Licensed Users

Support

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