Donate to Hurricane Recovery

DIT Service Portal

Introducing the new DIT Service Portal

Meet ServiceNow

DIT is introducing ServiceNow, a new modern cloud-based IT Service Management (ITSM) platform that is replacing the on-premise Remedy solution. DIT is also using ServiceNow to support ITSM services for state agency customers who need this vital business function. The ServiceNow platform is a versatile solution that has the potential to be extended to support other critical business operations maximizing the benefit realized through this technology investment. A key transformation in this business operation will be the classification of support requests as either an Incident, as in "Something is broken," or a Service Request, as in "I need something."

ServiceNow and the new DIT Service Portal are now live!

Service requests and incident tickets are no longer created via email to the DIT Service Desk. Customers with critical or time-sensitive issues are still encouraged to call the DIT Service Desk at (919) 754-6000 or (800) 722-3946. 

 

 

Benefits

Self-Service

  • Notifications and Alerts
  • Chat Capabilities
  • Robust Reporting

User Experience

  • Mobile Ready
  • Cross-Portal Integration
  • Natural Language Search

Efficiency

  • Automatic Routing
  • Tracking Transparency 
  • Pre-defined Request Forms

Frequently Asked Questions

How do I access the DIT Service Portal?

How do I access the DIT Service Portal?

The DIT Service Portal can be accessed only by state and local government employees from https://ncgov.service-now.com/sp_dit. Employees must have a valid NCID and user record within ServiceNow. 

The Service Portal is not available to private business and citizens. These customers should call the Service Desk at (919) 754-6000 or (800) 722-3946.

 

What is the difference between an Incident ("Get Help") and a Service Request ("Request Something")?

What is the difference between an Incident ("Get Help") and a Service Request ("Request Something")?

 

 

 

 

  • Request Something is how a user will begin a Service Request from the Service Portal. "Request Something" would be used when you need something "new," like a new printer or computer for your team, a new DIT service for your agency, or a new software application. If you need to reset your password or unlock your account, select "Request Something." (You may also reset your own password by using the Self-Service Password Reset tool.)
  • Get Help is how a user will begin an Incident from the Service Portal. "Get Help" would be used when the office printer or laptop no longer works, or a software application fails. The user would provide issues like "I can't access email," or "I am getting this error message."
Why do I see my tickets from Service Portals connected to other state agencies in the DIT Service Portal?

Why do I see my tickets from Service Portals connected to other state agencies in the DIT Service Portal?

All of those state agencies (including DIT) are using the same ServiceNow system for ticketing. Therefore, your view of any service portal includes all your open tickets, regardless of where they were created. Furthermore, if you update a ticket, it will be updated in the appropriate service organization. 

Can I still receive support over the telephone?

Can I still receive support over the telephone?

Yes, customers can still get support by calling the Service Desk at (919) 754-6000 or (800) 722-3946, especially if their service requests or incidents are critical or time-sensitive.

What should I do if my need is critical or time-sensitive?

What should I do if my need is critical or time-sensitive?

Customers with critical or time-sensitive service requests or incidents should always call the Service Desk at (919) 754-6000 or (800) 722-3946.

What is the launch timeline?

What is the launch timeline?

On April 23, at 7 p.m., Remedy on Demand was set to read-only access. Ticket creation via dit.incidents were stopped. Customers were redirected to the new ServiceNow DIT portal, and all open tickets were migrated to ServiceNow.

On April 24, ServiceNow was launched and notifications were turned on.

Will active tickets migrate to ServiceNow?

Will active tickets migrate to ServiceNow?

Yes, all active tickets will migrate with the launch. All closed tickets will migrate to an archive.

The DIT Communications Hub will be updated when the migration is complete.