Regina,

While the STI Program is not a library, many of us are librarians and we manage the NTRS/NTRS-R repositories. We use ServiceNow for our Information Desk activities which include email and phone calls. These would be research requests both internally and externally. We have a form on our website which directly transfers the information input by users into ServiceNow (it generates a ticket). We are then assigned a ticket and all communications are held within the tickets. For phone calls, we manually enter the information from the phone call into a ticket in the ServiceNow system.

We have several templates in the system, which saves time with our responses. Using ServiceNow allows us to better track our requests and we can also add notes as to how we helped each user. You can also generate specific reports which can help with metrics for reporting out. I hope this helps!

Thanks,
Michelle

Michelle L. Chrzanowski, MLS
STI Program Information Management Analyst | LAMPS 2
Alutiiq Commerical Enterprises, LLC
NASA Langley Research Center
Bldg 1268A, Rm 2110, MS 148
Hampton, VA 23681 
(757) 864-2892
http://orcid.org/0000-0001-5836-1624

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-----Original Message-----
From: Code for Libraries <[log in to unmask]> On Behalf Of Avila, Regina L. (Fed)
Sent: Monday, April 8, 2019 11:03 AM
To: [log in to unmask]
Subject: [CODE4LIB] Two questions about libraries using ServiceNow

Are there any libraries out there using ServiceNow? More specifically…

1.      What and how is your library using ServiceNow to accomplish delivery of library services?

2.      How has it changed/improved services?

I’m aware of its use as a ticketing system for IT-related issues, but is anyone using it to track services? Like research requests? Or as a Reference Desk tracker?


Thanks for your responses.

______________________
Regina Avila
NIST Research Library
301-975-3575