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Coming soon: UTSW Service Center portal for your service request needs and more

 

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The UT Southwestern Information Resources (IR) team is excited to introduce the new UTSW Service Center portal. This user-friendly portal features an enhanced ServiceNow service catalog, a robust knowledge base, and powerful search tools to help you easily request services and find the information you need.

The new UTSW Service Center will provide:

  • A one-stop point for many services, knowledge articles, and support
  • A streamlined experience with a modern, intuitive interface designed for ease of use
  • Smarter search capabilities to quickly find answers, services, and forms
  • Personalized content tailored to your role, location, and past activity
  • Improved visibility into the status of your requests and incidents

The estimated launch of the new UTSW Service Center is Sept. 10, 2025.

Questions Answered

Q: Since the new UTSW Service Center will include access to the ServiceNow catalog, does that mean the bookmarked URL I’ve been using to get to the ServiceNow catalog will stop working?

A: Yes, on Sept. 10 you will no longer be able to access the ServiceNow service catalog the way you did before Sept. 10.

Q: Then how will I access the new ServiceNow catalog?

A: IR will provide a direct link to the new ServiceNow catalog location in the Wednesday, Sept. 10 edition of UTSW Insider, and you can access it through UTSW Service Center.

Q: Will emailed service requests (e.g., “auxiliaryservices@utsouthwestern.edu,” “sponsoredprograms@utsouthwestern.edu,” etc.) still be accepted?

A: Yes, but you are encouraged to go to the UTSW Service Center to submit service requests because emailed requests will eventually be phased out.

Q: So the email method for opening a ServiceNow ticket will “eventually be phased out”? Any idea when?

A: You will have many months of notice prior to this change. IR understands the popularity of submitting requests via email, but everyone will be served much better using the UTSW Service Center.

Q: Will I still be able to call the Service Desk on the phone?

A: Yes. There is no plan to discontinue accepting phone calls to the Service Desk.

Q: Will the Service Desk complete a service request on behalf of the customer if the customer does not submit the request themself?

A: Yes, but customers are encouraged to use the UTSW Service Center to submit service requests themselves.

Q: Will the same services I currently request in ServiceNow be available to request in the new UTSW Service Center?

A: Service requests can be made in the new UTSW Service Center portal for the following:

  • Accounting
  • Budget & Resource Planning
  • Biomedical Equipment
  • Campus Services
  • Communications, Marketing & Public Affairs
  • Development & Alumni Relations
  • Information Resources
  • Logistics (request a new device)
  • Sponsored Programs
  • Supply Chain Management

Q: What about Facilities and Human Resources requests?

A: Facilities requests will continue to be submitted through the Facilities Service Portal (FAMIS). Human Resources requests will continue to be submitted to “hr@utsouthwestern.edu.”

Q: Whom do I contact if I need help using the UTSW Service Center?

A: ITSM@UTSouthwestern.edu UTSW Service Center support.

Q: Will training be provided?

A: Yes. Job aids and video tutorials will be available closer to the launch of the UTSW Service Center. However, the new portal has been designed to improve the user experience and is really easy to use!

Feature Highlights

Services

  • Report and track an incident (e.g., system outage, application error)
  • Track the status of open requests or issues
  • Search for knowledge articles (how-to, FAQs, troubleshooting guides, etc.)

Service Catalog

  • Browse and request services (laptops, phones, software, accounting requests)
  • Submit a request or ticket (e.g., accounting, supply chain, software access, hardware support)
  • Access approval tracking for submitted items

Knowledge Base Articles

  • Information and troubleshooting
  • Processes and procedures
  • Known problems and errors

Personal Dashboard

  • My Requests, Incidents, and Approvals
  • Notifications and messages
  • Quick links to most-used services or accessed knowledge articles
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