Change Management
- The merged ServiceNow instance (uhealth.service-now.com) features an optimized, user-friendly change management interface with standard forms and workflows.
Academy Instance Users
- Approval groups in the merged instance have been updated to support IT governance needs for both Academy and UHealth.
- The value selected in the "Organization" field drives routing to the appropriate CAB approval group(s).
- Standard Changes replace Minor Changes to manage low impact, repeatable changes that have been previously approved and deployed. This change model requires CAB approval of the proposed Standard Change Template.
- Normal and Emergency Changes follow the same creation path. However, Emergency Changes can be created retroactively, e.g., for major incidents or issues that require immediate repair, and approved verbally or in writing by IT leadership. Important: Post implementation, Emergency Changes require eCAB approval within ServiceNow.
- Three years of historical Change records will be migrated to the merged ServiceNow instance. Note: Users with access to the Academy ServiceNow instance (umiami.service-now.com) continue to have read-only access to older records in that environment through Friday, May 16.
UHealth Instance Users
- Approval groups in the merged instance will be updated to support IT governance needs for both Academy and UHealth.
- The value selected in the "Organization" field drives routing to the appropriate CAB approval group(s).
- Three years of historical Change records will be migrated to the merged ServiceNow instance. Important: This migrated data may impact current reports for UHealth instance users.
- Note: There are no changes to the Change Management workflow for UHealth instance users.
Incident Management
- The merged ServiceNow instance (uhealth.service-now.com) features a robust incident management system with detailed note and categorization options.
Academy Instance Users
- A new "Eligibility" attribute on the user profile for Faculty, staff, and students drives routing Incidents to the appropriate IT Service Desk for support.
- The "Service" field replaces the "Configuration Item" field to assist with routing needs.
- The "Contact type" field's dropdown menu will include the following values: Chat, Internal, Mobile, Email, Phone, Self-Service, Virtual Agent, and Walk-In.
- Three years of historical Incident records will be migrated to the merged ServiceNow instance. Note: Users with access to the Academy ServiceNow instance (umiami.service-now.com) continue to have read-only access to older records in that environment through Friday, May 16.
- Universal Requests are a new record type, allowing IT teams to use Incident records only for tracking issues to be resolved, i.e., break-fixes. Note: To support data integrity within the merged ServiceNow instance (uhealth.service-now.com), licensed users can convert Incidents to Universal Requests and vice versa.
- Note: There are no changes to the Incident Management workflow. All workflow stages remain the same.
UHealth Instance Users
- A new "Eligibility" attribute on the user profile for Faculty, staff, and students drives routing Incidents to the appropriate IT Service Desk for support.
- The "Contact type" field's dropdown menu will include the following values from the Academy ServiceNow instance: Chat, Internal, Mobile, Phone, Virtual Agent, and Walk-In.
- Three years of historical Incident records will be migrated to the merged ServiceNow instance. Important: This migrated data may impact current reports for UHealth instance users.
- Note: There are no changes to the Incident Management workflow.
Service Requests
- The merged self-service portal (uhealth.service-now.com/esc) has a well-organized service catalog with categorized service offerings and detailed descriptions
Academy Instance Users
- Active Service Request forms will be migrated to the merged self-service portal (uhealth.service-now.com/esc), and as of April 29, new form submissions will be fully executed in the merged ServiceNow instance.
- Looking for a specific form? Review this crosswalk of ServiceNow forms:
- Important: To ensure proper execution of Service Request workflows, Academy instance users will continue to manage all Service Requests created prior to April 29 in the Academy ServiceNow instance (umiami.service-now.com).
- Note: There are no changes to workflows for service request forms.
UHealth Instance Users
- Note: There are no changes to service requests for UHealth instance users.
Knowledge Management
- The merged ServiceNow instance (uhealth.service-now.com) features a comprehensive knowledge management system with a searchable knowledge base.
Academy Instance Users
- Active knowledge articles will be migrated to the merged ServiceNow instance and self-service portal (uhealth.service-now.com/esc). These knowledge articles will have new KB numbers and URLs.
- Note: There are no changes impacting Knowledge Management functionality.
UHealth Instance Users
- Note: There are no changes impacting Knowledge Management for UHealth instance users.
Reporting and Dashboards
- The merged ServiceNow instance (uhealth.service-now.com) features a comprehensive reporting system with a wide range of pre-built reports and customizable options.
Academy Instance Users
- Out-of-the-box reporting functionality includes a wide range of pre-built reports and customizable options.
- Personal settings–e.g., favorites, filters, etc.– and templates created in the Academy ServiceNow instance (umiami.service-now.com) before November 2022 may be available to you on Tuesday, April 29 at 8 a.m. However, any personal settings and templates created or updated in the Academy ServiceNow instance after November 2022 will not be migrated during the merger.
- To request that your templates be imported to the merged ServiceNow instance, please submit this ServiceNow Request form and indicate:
- The number of templates you are requesting to move, and
- The Assignment Group they are associated with in the Academy ServiceNow instance (umiami.service-now.com).
- Personal reports and dashboards will not be migrated to the merged ServiceNow instance (uhealth.service-now.com). However, select critical reports identified by IT leadership will be migrated and available on Tuesday, April 29 at 8 a.m.
- Training and Office Hours are available now to help you rebuild your personal reports and dashboards! Learn more.
- Read-only access to historical records, reports, and dashboards in the Academy ServiceNow instance (umiami.service-now.com) will be available through Friday, May 16.
- Note: There are no changes impacting general report and dashboard capabilities.
UHealth Instance Users
- Records and data migrated from the Academy instance may impact current reports for UHealth instance users.
- Note: There are no changes impacting general report and dashboard capabilities.
End User Experience
- The merged self-service portal (uhealth.service-now.com/esc) features a fresh, modern look and improved navigation for end users to submit and track their IT support tickets and service requests.
Standard ServiceNow Portal
- Branding will be updated on the merged ServiceNow instance, self-service portal, and automated emails to reflect a unified experience for all users.
Unified Self-Service Portal
- Beginning Tuesday, April 29 at 8 a.m., the friendly URL it.miami.edu/self-service will redirect end users to the merged self-service portal (uhealth.service-now.com/esc).
- Provides visibility to current and planned IT system outages.
- Active service request forms and knowledge articles will be accessible via the merged self-service portal (uhealth.service-now.com/esc).
- Looking for a specific form? Review this crosswalk of ServiceNow forms:
- Important: The Academy ServiceNow self-service portal (umiami.service-now.com/self-service) will remain active until further notice only to:
- Redirect end users to the merged self-service portal (uhealth.service-now.com/esc);
- Manage open Service Requests created prior to April 29; and
- Submit IT @ the Academy project requests (i.e., Demands), IT work orders (i.e., IT Telecommunications service requests), and clinical device management (i.e., Nuvolo).