System for non-ICTS IT support staff: ServiceNow
In response to authorised enhancement requests for ServiceNow, provide the following as appropriate
- project management,
- feasibility assessment,
- system analysis,
- customisation, and
The ServiceNow system is available 99% of the time during working hours (08:00 to 16:30).
|Service request||Service level target (working days)|
|Individual User Account modifications – not new process user licence requests||Completed within 2 days|
|Creating groups and roles – only available for process users||Completed within 2 days|
|Enhancement requests||Response within 5 days|
|Requesting assistance||Response within 2 days|
Read the Core SLA FAQ for a detailed definition of Availability.