NCDIT 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 NCDIT 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. NCDIT Service Portal Call us for critical issues or time-sensitive requests: (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 NCDIT Service Portal? The NCDIT Service Portal can be accessed only by state and local government employees from https://ncgov.servicenowservices.com/sp_dit. Employees must have a valid NCID and user record within ServiceNow. The Service Portal is not available to private businesses 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")? Request Something is how a user will begin a service request from the service oortal. "Request Something" would be used when you need something "new," such as a new printer or computer for your team, a new NCDIT 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 begins 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 identifies the issue, such as "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 NCDIT Service Portal? All those state agencies (including NCDIT) 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? 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? Customers with critical or time-sensitive service requests or incidents should always call the Service Desk at (919) 754-6000 or (800) 722-3946.