We are in kick off stages for implementing Service Now for our internal ticketing system.
Curious if anyone else is using this and if so, are their API's you are using to feed the employees to this system?
We use Service Now for all of our IS ticketing. We do not have an API from Infor or any other application. We just utilize a link on our Intranet home page to take users to ServiceNow.
CommonSpirit uses ServiceNow for our internal ticketing. We are currently using emails from Infor and inbound actions in ServiceNow to route to the correct service.
We are not using the APIs, but would be interested in connecting with you.
We are just going live and use ServiceNow for ticketing. I'd be curious if anyone has used the change control portion of ServiceNow for tracking change requests?
We are evaluating the ITBM module. Did you ever get this implemented? Would love to connect.
Just another mention here - Infor has released Case Management build within the Landmark code stack. Case Management contains the ability to route both HR and IT Cases.
For Supply Chain, working with our IS Group supporting Service Now, we have been able to create significant value with those repeat requests such as new approvers, new req location, change to req location that have brought significant value for both end user's and staff supporting tickets
Can you please expound on Case Management? Is this a ticketing system built into the application? Thank you.
It sure is... We are currently using it for our HR staff. Employees/Managers are able to put in a "Case" and the HR team acts as agents. They can transfer the ticket amongst themselves, reply to the Employee, attach files, keep notes, etc. The system tracks the SLA (defined by the org), sends notifications, and upon closing the case the Employee can be offered a survey for feedback.
Easily adaptable for IT ticketing instead of HR Cases?
hi Matt, no we haven't pursued this yet, but would be happy to sync up about what you looking to do as well. I'll send you a contact request.
