ServiceNow Reimplementation Project: Moving from Incident to Case Management
Computing Services is transitioning existing ServiceNow Incident partners to an improved Case Management application for creating, managing, and reporting on operational service requests.
Why the Change?
Our ServiceNow platform was originally implemented over ten years ago to support IT service management. Since then, both the platform and best practices for designing within it have evolved significantly, along with the needs of our campus community.
To better align with modern capabilities and provide a more sustainable, scalable solution, we are reimplementing our ServiceNow applications.
The new Case Management product enables clearer separation of data, stronger support for customer service workflows, and improved operational management. This shift allows us to move away from a one-size-fits-all IT application and instead deliver solutions tailored to the distinct needs of different user groups while enabling central IT to preserve and improve IT management functionality.
Benefits of the Change
Using our shared Case Management service will allow you to:
- Enhance requester experiences through structured intake and tracking, moving away from email intake
- Work faster and smarter using a centralized, organized workspace
- Ensure data protection via fulfillment access groups
- Enable centralized communications, activity, and oversight with real-time reports and dashboards
What This Means For You
We are transitioning partner organizations from the Incident module to the Case Management application.
Case Management will continue to support all core functions for managing customer requests and inquiries, with added improvements:
- Requesters can track status and communicate within a single, centralized record
- Intake will be form-driven, replacing less efficient email-based request submission with a modernized experience
- Requesters will still receive email notifications and can reply directly to those messages to continue communication
At the same time, Computing Services will operate within redesigned IT Service Management (ITSM) applications. This allows us to improve service delivery, increase operational efficiency, and strengthen oversight.
Where collaboration is needed, integrations between Case Management and ITSM records will support defined workflows and partner agreements.
Timing
We are actively working with current ServiceNow Incident partner liaisons to transition their organizations to Case Management.
Our target is to complete partner onboarding through September 2026, allowing us to focus on the broader Computing Services transition and supporting integrations.
Resources Available to You
We are committed to supporting you throughout this transition:
- Dedicated onboarding support through your Partner Liaison
- Role-based training modules and documentation
- Ongoing support from our team during and after implementation