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 On June 20, the Health Information Technology (HIT) team will implement ServiceNow, an industry-leading, user-friendly application for managing information technology (IT) customer service tickets.   

As an IT service management system, ServiceNow provides improved visibility into ticket status and allows team members to designate colleagues on a ticket watch list, which will promote transparency for issues that impact teams or units. ServiceNow will replace all current IT ticketing systems at UVA Health, including  MyHIT.  

ServiceNow Self-Service Tools and Virtual Chat  

As part of the ServiceNow implementation and beyond, HIT will offer more self-service tools to offer a better experience opening and checking on the status of requests.  

Self-service tools include:  

• Templates with structured fields that provide HIT with the information needed to fulfill requests most efficiently (for example, a mailbox size increase, or a new Microsoft Teams channel setup).  
• Virtual chat that will have pre-programmed workflows (check on status of a ticket, enter a new ticket, etc.)  

Accessing Service Now  

ServiceNow self-service ticket entry is the best channel for non-urgent HIT requests. Any urgent, time-sensitive HIT issues related to patient care or safety should be submitted by phone to the HIT Service Desk (formerly the HIT Help Desk). A one-on-one discussion enables Service Desk agents to capture the best information possible for HIT to solve pressing issues as quickly as possible. 

Team members with a Health System Active Directory account can log in to ServiceNow beginning June 20. Anyone on the UVA network (either on-grounds or connected via VPN) will access ServiceNow through a web browser and will login by using their Active Directory password and Duo two-factor authentication. Anyone outside the UVA network will have the option to connect via the UVA Health Apps Portal Team members who work for UVA and need support from HIT, but do NOT have a Health System Active Directory account, can call the Service Desk to request support.   

Additional information will be available on the HIT website once ServiceNow launches on June 20.