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ServiceNow Update Existing Catalog Item

Update an existing item in a Catalog.
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

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Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
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The Details

Features

The ServiceNow team maintains several agency-specific Catalogs on the ServiceNow platform. If you need changes made to an existing item in a Catalog, please use this form to request that an existing item be modified in your Catalog. We will review your Request and contact you to discuss the details. 

Please note that this Catalog item is NOT to be used by non-EOTSS employees to request changes to the enterprise wide EOTSS Service Catalog you are currently viewing. If you want to request a new product or service from EOTSS, please submit a general Ticket and you will be contacted for further details.

How to request

Request service via a ServiceNow request

Service Level Expectation (SLE)

ServiceNow Update Existing Catalog Item

SLEResponsibilities/Dependencies
Fulfillment: Due to the variable nature of this request item, fulfillment time will differ on a case-to-case basis as it is dependent on several factors such as scope, priority, Senior Leadership participation, and testing.

Customer

  • Responsible for adhering to the EOTSS Standard Rules of Engagement.
  • Responsible for submitting accurate information to EOTSS during the intake and discovery process.
  • Sharing complete requirements will ensure that accurate SLEs are provided and met.
  • Responsible (Business Owner) for testing the service and reporting any issues found.
  • Agencies with catalogs can use this catalog item to request updates to their own internal request items.

EOTSS

  • Responsible for the following:
    • Requesting discovery meeting(s) with the customer to finalize scope
    • Determining priority and approving the updated item
    • Developing the updated item
    • Conducting unit testing and quality assurance (QA) of the updated item
    • Make any required fixes based on testing and QA activities
    • Deploying the updated item and making it available in the Service Catalog

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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