As you can see from the following document UCOP is upgrading the Service Now interface this weekend.

If you have any difficulty using the new interface to enter incidents or requests, please let me know.

Thanks!

Christopher Scott

From: UC OP Staff List [mailto:[log in to unmask]] On Behalf Of IT Service Desk
Sent: Friday, October 14, 2016 10:07 AM
To: [log in to unmask]
Subject: ServiceHub Geneva Upgrade

TO: ALL UCOP STAFF

FROM: ITS

NOTICE: ServiceHub Geneva Upgrade 3rd Communication

Attention UCOP users of ServiceHub (ServiceNow) -
On the evening of Friday, 10/14/16 ServiceHub will be upgraded to the most current version.  The new version presents an improved user interface, enhanced navigation and has a much better search capability.  These enhancements result in better overall usability of ServiceHub and a significantly enhanced end-user experience.  The upgrade affects all users, including those who open tickets/service requests and those who use ServiceHub to process and resolve tickets.  You will see the new version when you start work on Monday, 10/17/16.


What does this mean for you if you are a ServiceHub user?


  *   Self-Serve User (you open request and incident tickets)

Check out the User Guides (written documentation) and Quick Reference Guides with tips on the upgraded system specifically for Self-Serve Users on ServiceHub.
ServiceHub Geneva Quick Reference Guide for Self-Serve Users<https://sp.ucop.edu/sites/its/svcmgmt/Service%20Management%20Working%20Document%20Library/ServiceNow/onepager_nonitil.pdf>
ServiceHub Geneva User Guide for Self-Serve Users<https://sp.ucop.edu/sites/its/svcmgmt/Service%20Management%20Working%20Document%20Library/ServiceNow/ServiceNow_User_Guide.pdf>



  *   ITIL User (you work on and resolve request and incident tickets)

Check out the User Guides (written documentation) and Quick Reference Guides with tips on the upgraded system specifically for ITIL Users on ServiceHub.
ServiceHub Geneva Quick Reference Guide for ITIL Users<https://sp.ucop.edu/sites/its/svcmgmt/Service%20Management%20Working%20Document%20Library/ServiceNow/onepager_itil.pdf>
ServiceHub Geneva User Guide for ITIL Users<https://sp.ucop.edu/sites/its/svcmgmt/Service%20Management%20Working%20Document%20Library/ServiceNow/ServiceNow_User_Guide_ITIL_User.pdf>



ServiceHub will continue to be the system of record for service requests and incidents, as well as provide excellent system availability, traceability and ability for end-users to open and track tickets and perform self-service.

If you have questions or encounter issues with ServiceHub after the upgrade, please contact the Service Desk at 510-987-0363 or open a ServiceHub Ticket.

If you have questions about the ServiceHub Geneva Upgrade Project, please contact Wendy Rager at 987-0008.