We are pleased to announce that we have launched ServiceNow, our new service portal which replaced Web Help Desk on 17th September 2024.
Following engagement and feedback, ServiceNow will provide students and staff with a fresh-looking portal to access services and report issues.
It is easy to navigate and will provide a seamless, user-friendly experience.
Feedback highlighted to us that our existing IT ticketing system was difficult to navigate and did not provide easy access to the services you needed.
This meant that many people were not sure how to access the services they needed or were not able to get quick answers to questions they had unless they telephoned our IT Service Desk.
Our goal is to make it easy to explore and access the services you need when you need them.
ServiceNow will streamline how you report any issues to us and make it easy to search for the help you need.
We are excited to share some of the key benefits and highlights you will be able to access with ServiceNow:
We would love to hear from you if you have any questions, thoughts, feedback, or suggestions.
Visit our ServiceNow Feedback and Suggestions form to let us know your thoughts or ask any questions.
You can log in to ServiceNow by visiting uwtsd.service-now.com.
We are pleased to announce that we have launched ServiceNow, our new service portal which replaced Web Help Desk on 17th September 2024.
No. The portal’s content and view will be tailored to ensure relevant content and services are available for both our students and staff.
Our student portal reflects the Student Hwb branding to provide a consistent look and feel, whilst our staff portal reflects our UWTSD website branding.
Yes. You will be able to select if you would like to use either English or Welsh once logged into ServiceNow.
We will be updating links that are currently located across the University which will include:
Tickets that were created in Web Help Desk before 17th September will continue to be worked on and resolved within Web Help Desk. At this point, it will be possible to update existing Web Help Tickets, but it will not be possible to create any new tickets within Web Help Desk.
From 17th September, any new requests or issues reported will be created, worked on, and resolved within ServiceNow.
When ServiceNow launches in the first phase, staff will be able to access departmental services provided by IT, Web Services and Marketing.
In future phases, we will explore the possibility of more departments providing their services using ServiceNow.
The staff portal is still under development; however, we are pleased to give you a sneak peek of what the portal will look like.
Yes. Staff can use the Chatbot and live chat services to talk to our IT Service Delivery team during opening hours.
When we are closed, you can still use the AI chatbot service to get the answers you need or let us know your enquiry or issue and we will get back in contact with you when we re-open.
ServiceNow is designed to be used by all departments and services.
Once we go live with ServiceNow, we will engage with other departments and institutes to understand how ServiceNow might benefit other areas within the university.
As part of this work, we will build an understanding of the resources and investment required for further development to review.
Students will be able to access all services provided by the Student Hwb Team and IT.
Yes. For our current students, the Hwb app remains the best way to keep up to date with the latest information you need.
ServiceNow will complement the well-established Hwb app and be accessible directly from within the Hwb app.
ServiceNow will enable you to contact us when you need help or access to services.
The student portal is still under development however, we are pleased to give you a sneak peek of what the portal will look like.
Yes. Students can use the live chat service to talk to the Student Hwb team during opening hours. The live chat service can be accessed from the Hwb app and directly from the ServiceNow portal.
When we are closed, you can still use the AI chatbot service to get the answers you need or let us know your enquiry or issue and we will get back in contact with you when we re-open.
ServiceNow is designed to be used by all departments and services.
Once we go live with ServiceNow, we will engage with other departments and institutes to understand how ServiceNow might benefit other areas within the university.
As part of this work, we will build an understanding of the resources and investment required for further development to review.
