Now live: UTSW Service Center portal for your service request needs and more
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 provides:
- 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
Video Overview
Questions Answered
Q: Since the new UTSW Service Center includes 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. Please use this now:
Q: Are emailed service requests (e.g., “auxiliaryservices@utsouthwestern.edu,” “sponsoredprograms@utsouthwestern.edu,” etc.) still accepted?
A: Yes. All current channels for getting help will remain. The UTSW Service Center simply enhances and provides new options.
Q: Can I still call the Service Desk on the telephone?
A: Yes. There is no plan to discontinue accepting phone calls to the Service Desk.
Q: Can 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: Are the same services I currently request in ServiceNow 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 can continue to be submitted to the HR Services Center via hr@utsouthwestern.edu or by calling 214-648-9810.
Q: Whom do I contact if I need help using the UTSW Service Center?
A: ServiceDesk@utsouthwestern.edu UTSW Service Center support.
Q: Is training provided?
A: Yes. Job aids and video tutorials are available. However, the new portal was 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