ServiceNow Merger 2025

Quick Links: Project Overview - Key Benefits - Info for Licensed Users - Training - FAQs - Support

Project Overview

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).

Key Benefits for Licensed Users

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Harmonize IT


Merging ServiceNow instances enables us to streamline our operations, enhance data integrity, and create a unified ServiceNow experience across teams.

Drive Efficiency +


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.

Minimize Disruptions


Having one source of ServiceNow data will allow us to better identify recurring issues and optimize workflows to prevent future disruptions.

Information for Licensed Users

General

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.

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 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).
    • 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.
    • 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).
    • 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.– templates, reports, and dashboards will not be migrated to the merged ServiceNow instance. 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
    • 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).
    • 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)
      • 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).

Training

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Instructional Videos

These instructional videos are relevant to all licensed users to learn about system functionality in the merged ServiceNow instance.

 Change Management Training: Watch Now!

  • Provides an overview of the Change Management process, creating Change Requests, the change process by model, and out-of-the-box reporting and dashboard functionality.

 Incident Management Training: Watch Now!

  • Provides an overview of the Incident Management process, creating Incidents, Incident statuses, and available documentation and notes functionality.

 Reporting and Dashboard Training: Watch Now!

  • Provides an overview of accessing and utilizing dashboards and reports within the ServiceNow environment, including incident management, task tracking, and creating custom reports.

 Knowledge Management Training: Watch Now!

  • Provides an overview of Knowledge Management functionality, including accessing, updating, and publishing knowledge articles, and leveraging them in ITSM workflows.

Office Hours

These office hours sessions for IT licensed users will answer questions and provide clarity about upcoming updates to the merged ServiceNow instance:

  • Incident Management
  • Reporting & Dashboards 
    • Monday, April 21 at 2 p.m. - Register
    • Wednesday, April 23 at 2 p.m. - Register
  • Change Management
    • Thursday, April 24 at 12 p.m. – Register

Frequently Asked Questions

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  • General FAQs

    • What's changing for licensed users?
    • What's staying the same for licensed users?
      • User roles and permissions will be perserved and migrated to the merged ServiceNow instance (uhealth.service-now.com).
      • The Academy ServiceNow instance (umiami.service-now.com) will remain active until further notice 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)
      • Users with access to the Academy ServiceNow instance continue to have read-only access to older records in that environment through Friday, May 16.
         
    • How do I access the merged ServiceNow instance?
    • How long will I have access to historical records, reports, and dashboards in the Academy ServiceNow instance?
      • 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.
          
    • Who do I contact if I have additional questions about this merger?

  • Change Management FAQs

    What will happen to open Change Requests originating from the Academy ServiceNow instance when the merger occurs on Tuesday, April 29?

    • As of Tuesday, April 29 at 8 a.m., open Change Requests from the Academy ServiceNow instance (umiami.service-now.com) will be transferred with the same Change Request numbers (CHGs) to the merged ServiceNow instance (uhealth.service-now.com), ensuring continuity of IT support to our customers.

    How many years of Change Request records will be migrated during the merger?

    • Three years of historical Change Request records will be migrated to the merged ServiceNow instance (uhealth.service-now.com).
      • Important for Academy Instance Users: Read-only access to historical records in the Academy ServiceNow instance (umiami.service-now.com) will be available through Friday, May 16.
      • Important for UHealth Instance Users: This migrated data may impact your current reports.

  • Incident Management FAQs

    What will happen to open Incidents originating from the Academy ServiceNow instance when the merger occurs on Tuesday, April 29?

    • As of Tuesday, April 29 at 8 a.m., open Incidents from the Academy ServiceNow instance (umiami.service-now.com) will be transferred with the same Incident numbers (INCs) to the merged ServiceNow instance (uhealth.service-now.com), ensuring continuity of IT support to our customers.

    How many years of Incident records will be migrated during the merger?

    • Three years of historical Incident records will be migrated to the merged ServiceNow instance (uhealth.service-now.com).
      • Important for Academy Instance Users: Read-only access to historical records in the Academy ServiceNow instance (umiami.service-now.com) will be available through Friday, May 16.
      • Important for UHealth Instance Users: This migrated data may impact your current reports.

    What is a Universal Request, and when should I use it?

    • A Universal Request (i.e., General Request) is a new record type available in the merged ServiceNow instance (uhealth.service-now.com) that serves to intake general support inquiries, such as asking a question, needing something new, or needing help but not knowing if it’s a “technical issue.”
    • With the addition of this new record type, IT teams can begin using 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.

  • Service Requests FAQs

    What will happen to open Service Requests originating from the Academy ServiceNow instance when the merger occurs on Tuesday, April 29?

    • As of Tuesday, April 29 at 8 a.m., open Service Requests from the Academy ServiceNow instance (umiami.service-now.com) will be transferred with the same Service Request numbers (RITMs) to the merged ServiceNow instance (uhealth.service-now.com), ensuring continuity of IT support to our customers.

  • Knowledge Management FAQs

    What is changing for Knowledge articles that are migrated to the merged ServiceNow instance and self-service portal?

    • Migrated Knowledge articles will have new KB numbers and URLs.

  • Reporting and Dashboards FAQs

    When am I able to re-create my personal settings, templates, reports, and dashboards in the merged ServiceNow instance?

    • As of Tuesday, April 29 at 8 a.m., all Academy licensed users will have access to the merged ServiceNow instance and can begin re-creating their personal settings–e.g., favorites, filters, etc.–templates, reports, and dashboards.

  • End User Experience FAQs

    • What's changing for University community end users?
      • Beginning Tuesday, April 29 at 8 a.m., end users can visit the new self-service portal at uhealth.service-now.com/esc for:
        • Reporting IT issues
        • Requesting IT services or items
        • Searching for IT solutions
           
    • What's staying the same for University community end users?
      • End users will continue to contact the IT Service Desk via the same phone numbers currently used.
      • The Academy ServiceNow self-service portal (umiami.service-now.com/self-service) 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)
           
    • How do I access the new UService (ServiceNow) self-service portal?
    • How do I open a ticket (i.e., create an incident) via the new UService (ServiceNow) self-service portal?
      • Starting Tuesday, April 29 at 8 a.m., visit uhealth.service-now.com/esc and select "Report an Issue." Complete all fields marked required (*), then select "Submit."

  • Training FAQs

    • What training is available to licensed users?
      • Training videos are available on the following topics:
        • Change Management
        • Incident Management
        • Reporting and Dashboards
        • Knowledge Management
      • Access training videos, then register to attend an upcoming office hours session to get answers to your questions.
         
    • What are the office hours, and who should attend?
      • Office hours sessions are open forums to answer questions and provide clarity about upcoming changes to the merged ServiceNow instance (uhealth.service-now.com).
      • All licensed users are welcome to attend an office hours session. Please note, it is strongly recommended that you watch the topic’s training video before attending the Office Hours session.
      • View the office hours schedule and register here.

Get a sneak peek of the new self-service portal:

Visualize the Experience

Support

Need help? We're available 24/7!

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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