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 ExperienceFAQs - Info for IT Licensed UsersSupport


Key Benefits

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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).

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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"

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Report a New Incident Form

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Sample Email: New Incident Created

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System Status Page

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Standard ServiceNow View

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Frequently Asked Questions

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Support

Need help? We're available 24/7!

For any questions or concerns, please contact the IT Service Desk.

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