SGS Cloud Enablement Service Intake Process

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How to get access to ServiceNow Tool to create tickets

1. Create a SECURE request using Secure Portal and following the screen shot for "ITSM IT Technician" application group role access.
   

   Request For: Application
   Application: ServiceNow (Optum), ITSM – IT Service Management
   Role: ITSM IT Technician
   
   

   
   
   
   
   
   
   
   
   

2. Click Next to confirm your request, add description and submit the request.

3. Once request is approved by your direct report, access ServiceNow portal at https://optum.service-now.com/
   
   
   
   

How to create tickets in ServiceNow

1. Use the link https://optum.service-now.com/ to access servicenow.
   
2. Go to the Incident section and click “New” as shown below.
   
   
   
   
3. Then pick from the choices based on your service request (either "Service Request" or "Request for information" only) as shown some examples below.
   
   
   
   
4. Once the category section is completed, fill out the Short and the Detail Description sections of the request with as much information as possible using attachments if needed, and assign it to "SGS-Tier0-NonProd" workgroup as shown in below screen shot examples.
   
   If you need support with cloud operations, please select the assignment group "OSGS Cloud Ops Support". Cloud operations includes issues like patch and vulnerability support, identity issues, upgrades for native services such as AKS or various API products, client delivery support.
   
   
   
   
5. Attach any supporting attachment (image, document, etc.) and “Save” the request.