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ServiceNow Maintenance & Support Services

The TSS ServiceNow team provides technical support and maintenance services for both EOTSS end users and Agency/Secretariat IT help desks/support personnel.
Request via ServiceNow 

Contacts

EOTSS End User and IT Service Support

Phone

EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online

ServiceNow Log in to ServiceNow 
Chat with us live! Log in and click "Chat now" 
Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

The Details

Features

Don’t see what you need? Use this request item for miscellaneous ServiceNow maintenance items, including: 

  • Reopen task(s) 
  • Close request(s) 
  • Create list(s) 
  • Change manager of group(s) 
  • Add location(s) 

This service does NOT include: development, management or maintenance of custom applications or portals; ServiceNow user and group creation and management.

How to request

Request service via a ServiceNow request

Service Level Expectation (SLE)

ServiceNow Maintenance & Support Services

SLEResponsibilities/Dependencies
Fulfillment: 80% within 12 business days

Customer

EOTSS

  • Responsible for providing the following miscellaneous ServiceNow Maintenance and Support items per customer requirements:
    • Reopen task(s)
    • Close request(s)
    • Create list(s)
    • Change manager of group(s)
    • Add location(s) 

More Info

Learn more about ServiceNow.

Contact

Phone
EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online
ServiceNow Log in to ServiceNow 
Chat with us live! Log in and click "Chat now" 
Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

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