Harmonize IT
Merging ServiceNow instances enables us to streamline our operations, enhance data integrity, and create a unified ServiceNow experience across teams.
To improve efficiency and provide a unified IT service management experience, we are merging key functionality from the Academy ServiceNow instance (umiami.service-now.com) into the UHealth ServiceNow instance (uhealth.service-now.com). Effective Tuesday, April 29, 2025, at 8 a.m., the merged* ServiceNow instance (uhealth.service-now.com) will be re-branded as an enterprise portal that includes the following functionality: *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. Important: The Academy ServiceNow instance (umiami.service-now.com) will remain 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).
Merging ServiceNow instances enables us to streamline our operations, enhance data integrity, and create a unified ServiceNow experience across teams.
Within the merged ServiceNow instance, we will focus on automating requests, improving visibility, enabling scalability, enhancing operational efficiency, accelerating resolution times, and improving user experience.
Having one source of ServiceNow data will allow us to better identify recurring issues and optimize workflows to prevent future disruptions.
Effective Tuesday, April 29, 2025 at 8 a.m., key functionality from the Academy ServiceNow instance (umiami.service-now.com) are merging with the UHealth ServiceNow instance (uhealth.service-now.com). The merged ServiceNow instance (uhealth.service-now.com) will be re-branded as an enterprise portal that includes the following functionality: Change Management; Incident Management; Service Requests; Knowledge Base; Reporting and Dashboards; and Self-Service Portal.General
The merged ServiceNow instance (uhealth.service-now.com) features an optimized, user-friendly change management interface with standard forms and workflows.Change Management
The merged ServiceNow instance (uhealth.service-now.com) features a robust incident management system with detailed note and categorization options.Incident Management
The merged self-service portal (uhealth.service-now.com/esc) has a well-organized service catalog with categorized service offerings and detailed descriptions.Service Requests
The merged ServiceNow instance (uhealth.service-now.com) features a comprehensive knowledge management system with a searchable knowledge base. Knowledge Management
The merged ServiceNow instance (uhealth.service-now.com) features a comprehensive reporting system with a wide range of pre-built reports and customizable options.Reporting and Dashboards
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.End User Experience
These instructional videos are relevant to all licensed users to learn about system functionality in the merged ServiceNow instance.
Change Management Training: Watch Now!
Incident Management Training: Watch Now!
Reporting and Dashboard Training: Watch Now!
Knowledge Management Training: Watch Now!
These office hours sessions for IT licensed users will answer questions and provide clarity about upcoming updates to the merged ServiceNow instance:
What will happen to open Change Requests originating from the Academy ServiceNow instance when the merger occurs on Tuesday, April 29? How many years of Change Request records will be migrated during the merger?
What will happen to open Incidents originating from the Academy ServiceNow instance when the merger occurs on Tuesday, April 29? How many years of Incident records will be migrated during the merger? What is a Universal Request, and when should I use it?
What will happen to open Service Requests originating from the Academy ServiceNow instance when the merger occurs on Tuesday, April 29?
What is changing for Knowledge articles that are migrated to the merged ServiceNow instance and self-service portal?
When am I able to re-create my personal settings, templates, reports, and dashboards in the merged ServiceNow instance?
Get a sneak peek of the new self-service portal:
For questions related to the ServiceNow merger project, please submit your questions via this ServiceNow Request form. For technical support, please contact the IT Service Desk.
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