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"Service Now" New Help Desk System

For your reference, a video of “How to Use the New Service-Now” System and samples of the Service-Now are listed below.

How to Use The New Service-Now (video - mp4 )

User Guide for Service-Now (pdf)


Information Technology staff at the district and both Chabot and Las Positas colleges, have been working over the last several months on a new Help Desk System called “Service-Now” and we are pleased to announce its availability effective February 5th.  This system will replace the current Help Desk system used by Chabot and District and will be a new online system for Las Positas staff.  Since October, IT has coordinated with the Technology Committees from the colleges and district to get volunteers to pilot the new system and make recommendations to the system setup before its live release.   You will still be able to contact your designated Help Desk via phone. You can call the District Help Desk at 925-424-1715 and Tyler Creek, our new User Support Specialist, will assist you with your requests as well as answering questions about the new Help Desk System. 

“Service-Now”
is a robust online system used to submit and track problems and service requests. Users have the ability to submit online tickets themselves and track the status of their requests.  Automatic email notifications will be sent to the requestor when the Help Desk ticket is created, when the technician is assigned to the request, or when any actions are taken on the request.  All email activity can be viewed for both open and closed tickets.

To access “Service-Now”, go to https://clpccd.service-now.com/ and log in with the same username and password you use to log into your Windows Active Directory account on your PC (network and email login). 

Once you log in, you will see that there are two types of requests: 

  1. The First type of request is called “Open Help Ticket” - This is where you will report that something you were previously using no longer works or has developed a fault, such as an application error, internet connection problem, or just asking a question.
  2. The Second section is called “Request Services” - This is where you will request services for New Hardware, New Software, Training, Audio Visual Equipment or Support, Phones or Schedule an IT move request.

Besides logging into the “Service-Now” System, you can also submit a ticket or view the status of your ticket using your mobile phone by downloading the “Service-Now” app.  In addition, you can communicate with the Service-Now System by just sending an email directly to clpccd@service-now.com