ServiceNow Merger 2025 | University of Miami Information Technology

We're enhancing your UService (ServiceNow) experience by merging* IT's support ticketing systems on Tuesday, April 29, 2025. While you can continue to contact the IT Service Desk via the same phone numbers, our self-service portal is getting a makeover.

*Please be advised that the UHealth ServiceNow instance (uhealth.service-now.com) may experience some slowness starting Friday, April 25 at 6 p.m. through Tuesday, April 29 at 8 a.m. as we prepare to merge our IT support ticketing systems. There is no scheduled downtime due to the merger.

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

Sneak Peek of New 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 will be available on Tuesday, April 29, 2025, at: uhealth.service-now.com/esc
- 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 starting Tuesday, April 29 at 8 a.m., visit: uhealth.service-now.com/esc

Select "Report an Issue" and complete all fields marked required (*)
Select "Submit"

Frequently Asked Questions

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What's changing?
- Beginning Tuesday, April 29, visit uhealth.service-now.com/esc 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: uhealth.service-now.com/esc
How do I open a ticket (i.e., create an incident) via the new UService (ServiceNow) self-service portal?
- Starting Tuesday, April 29, visit uhealth.service-now.com/esc and select “Report an Issue.” Complete all fields marked required (*), then select “Submit.”

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

Sneak Peek of New Self-Service Portal

Cards

UService Self-Service Portal

Cards

Report a New 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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