Get Started with Case Management
Learn how to use the Configurable Workspace and Case Management workflows to quickly handle inquiries and requests, communicate with customers, answer their questions, and resolve inquiries efficiently.
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Fulfiller
In Case Management, we refer to staff members who respond to service inquiries as fulfillers. Fullfillers manage Cases from intake to closure. Learn more with our training modules and how-to documentation.
Fulfiller Guidance
- Configurable Workspace Overview: Get to know your workspace.
- Learn core and advanced skills to jumpstart your work in Case Management.
- Practice Exercises: Safely practice Case Management workflows in our TEST environment.
- to support you as you start managing Cases.
Catalog Builder
Catalog Builders are responsible for creating and maintaining Catalog Items (intake forms). Learn more with our training module and how-to documentation.
Catalog Builder Guidance
- Learn to build, test, and publish Catalog Items.
- to support you as you start working in Catalog Builder.
Submit the form once you've published a Catalog Item to the Development environment and are ready to deploy it to Production.
Partner Liason
The Partner Liaison serves as the primary point of contact between their department and the Computing Services team. Learn more with our support documentation.
Partner Liaison Guidance
- Partner Liaison Support: Learn about your roles and responsibilities and access important forms.
- to help you support fulfiller and catalog builder workflows.
Current ServiceNow Partners
Below are resources to guide current partners in their transition from Incident to Case Management.