How to Submit an IT Request in ServiceNow

Submitting requests via the ServiceNow speeds up the process by:

• Ensuring all information relevant to the request is captured in the initial request.
  • This cuts back on lengthy back-and-forth communication to collect incomplete information, which can significantly delay processing.
• Auto-routing to the appropriate support area for processing.
  • This can reduce processing time by bypassing the time otherwise spent triaging and routing requests manually.

ISU students, faculty, and staff may submit IT requests in the ServiceNow by:

1. Navigate to ServiceNow at https://illinoisstate.service-now.com/esc  and log in via Central Login.
   1. For more information about Central Login at ISU, please refer to: Central Login
2. You will see options for submitting a variety of IT requests. Select the appropriate option and follow the prompts to submit your request (Figures 1 & 2):
   
   Figure 1:
   
3. When you have successfully submitted a request, you will receive a confirmation message with your Request record number (Figures 2 & 3):
   
   Figure 2:
   
   Figure 3:
   

You may view the status of your submitted requests in Service Now. See below section for details.

You may view the status of your submitted requests in ServiceNow by selecting My Requests from the upper-right of the ServiceNow home page and clicking on the Request you would like to view (Figures 1 &2):

Figure 1:



Figure 2:

You may now view your Request details, request an update, or send additional information/attachments. See the section below for details.

You may update your existing requests via ServiceNow by accessing your request as described in the previous section. Once you have accessed your request, you may select to send a message, add/view attachments, and view ticket details. See screenshots below:

Send a Message:

Add/View Attachments:

View Ticket Details: