A new IT Service Management tool will replace ServiceNOW for logging incidents, raising requests and accessing self-service. The new system is called Hornbill and is launching on Wednesday 14 July.
Hornbill is a step forward in the way IT Services is able to support you and provides a much better user experience, with enhanced self service that enables you to see status of your incident or request easily without the need to contact IT Services. It has the same functionality you currently use, such as Chat, and the self service function is much easier to navigate.
All new incidents and requests will be raised in Hornbill from 14 July. When you call the IT Service Desk, they will log your call or request in Hornbill and you will get an incident number starting with IN or a request number starting with SR. This will be the same if you raise an incident or request using Self Service.
ServiceNOW is planned to be decommissioned at the end of August 2021 and all existing incidents and requests will remain in ServiceNOW until then, at which point incidents that remain open and requests that are not completed will be migrated into Hornbill.
The ServiceNOW Self Service portal will still be available until the end of August 2021 to check the status of your existing incident or request or alternatively you can continue to contact the IT Service Desk who will be able to help.
From Wednesday, you will be able to automatically access Hornbill here.
Read our Hornbill overview guide, including a short video demonstration of how to use the new system.
