August 31, 2012

CIT Upgrades Its Service Ticketing System

On September 1, 2012, at 12:00 AM, CIT will replace its existing back-end service ticketing system, Remedy, with a new system called ServiceNow. This new product was chosen as a replacement for Remedy because it provides a flexible, robust system that can better support IT management across NIH.

Impact

This change should be transparent for our Titan users, and you should not see significant changes once ServiceNow is implemented. After the new system is in place, you will continue to submit service tickets from the CIT home page at http://cit.nih.gov/ or directly through the NIH IT Service Desk website at http://ITServiceDesk.nih.gov.

The only change you should see in your service request experience is that ticket numbers will begin with the letters "INC," for example: INC1234567. Our expectations are that all other service ticketing system functions will run as they did with Remedy as the backend.

Questions or concerns?

If you experience problems creating tickets, contact the NIH IT Service Desk:
301-496-4357 (6-HELP) (local)
866-319-4357 (toll-free)
301-496-8294 (TTY)
http://itservicedesk.nih.gov (Web)