Introducing the new ITS customer service portal

Get help and service when you need it

A new self-service portal is now available for all students, faculty and staff who need help from Information Technology Services – whether you have a problem we can fix, or a service or tool we can provide. We want to make it as easy as possible for you to use technology at Northeastern.

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The new ServiceNow portal replaces myHelp and the Service Catalog. It is set up to provide easy access to three main services:

  • Submit a Request – Where you can ask for anything from a new a shared mailbox for your department or group, to set up and support for an event or conference.
  • Report an Issue – Where you can report problems you or others are experiencing, such as being unable to claim or access an account, or if you’re having issues with classroom equipment.
  • Knowledge Base – Where you can access self-help technology how to’s developed specifically for the Northeastern community, including how to reset your password or access free software for your computer.

Full access to these services requires you to be authenticated as part of the Northeastern community. You can go through the link on the myNEU portal, or go directly to ServiceNow and sign in with your myNEU username and password.

The first thing you’ll notice is that it looks a lot like the ITS site. Just like the menu on that site, ServiceNow’s menu gives you drop-down links to other areas of the portal, even if you are deep into another section.

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Then when you are in a section – say, Account & Access Requests – there are additional resources beyond the menu. On the left, there are links to pages on the ITS site where you can learn more about some of the services in that section. And on the right, there is a box with links to the top portal Self Service areas.

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For detailed instructions on how to submit requests and report incidents, visit the ServiceNow How To’s.

The portal also provides direct access to the Knowledge Base. Here you can browse the topic categories for information and answers. You can also use the search field at the top of the site to find Knowledge Base solutions. See How To: Access and use the Northeastern ITS Knowledge Base for instructions.

This portal is a living site, and we want it to meet your needs. In the Self Service box, you’ll also notice a link for “Suggestions and Feedback.” We want to know what you think, and what you need that we haven’t provided. Please use this form to communicate with the Service Management team.

Meet the new ITS Knowledge Base

UPDATE: The Knowledge Base is now part of the ServiceNow self-service portal. Learn more on the Knowledge Base page.


There is plenty of technology in play during your daily life at Northeastern, and sometimes you just want to know how to do something with it. The ITS Service Desk staff are available to answer questions, but there is another resource that’s available 24×7, anywhere you go.

The new, enhanced ITS Knowledge Base provides an easy way to find technology solutions developed specifically for the Northeastern community. Whether you are trying to set up faculty/staff voicemail, download and activate Northeastern-licensed software on a personal computer, or even just change your password, the solutions in the Knowledge Base can walk you through each step.

The Knowledge Base now lives within the myHelp customer service gateway, under the Self-Service section in the left menu. There is also a direct link on the myNEU portal. Once you are logged in, you are presented with a screen listing all of the main categories:

  • Accounts & Access
  • Blackboard
  • Classroom Technology
  • Computers & Printing
  • Communications & Collaboration
  • Email
  • myNEU
  • Networks & Storage
  • Software
  • Support & Training
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It looks like there’s a lot, and there is. To drill down, click on a category heading for a new page with that category broken out into more specific topics.

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You can also choose to search for a specific term or phrase, using the Search field at the top left. If you do, you will be presented with the top results, and the option to refine those results by the categories and topics from which those results were pulled.

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In each solution you will see a new feature at the bottom: A section for feedback.

We encourage you to mark solutions as helpful – yes or no – and rate their usefulness. This will ensure that others will more easily find those that are most relevant.


We also encourage you to leave detailed feedback, comments or suggestions, which the ITS Knowledge Base team will review. Did you follow steps in a solution and they didn’t work? Write in your feedback and let us know so we can fix it!

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So help yourself, look around, and let us know what you think.

For more information, FAQs, and How To’s, visit the Knowledge Base page.

Training – Make Your Own Excel Class

One Microsoft Office application brings more students to live workshops than any other, and has the most hours of training watched on Excel.

There is so much that Excel can do, and much of it is not obvious or intuitive, so ITS Training workshops and help to cover a lot of this information. At the same time, because of that depth, there are so many ways people use it – on co-op, someone may be using it while immersed in financial functions, while somebody else is a heavy user because of statistics and building scenarios.

To meet these varied needs, ITS Training has developed a new type of workshop. The Excel Open Lab will be offered monthly, and each session has no agenda other than what you as attendees bring. It’s meant to be a good group think tank to work on Excel problems people are having. So whether it is figuring out internal rate of return, or what do macros do, the workshop is wide open and no two sessions will be alike.

You can see all of the ITS Training workshops on the ITS Training registration site. We can also do workshops for student groups and we welcome ideas for new topics we don’t cover yet. Email to reach us.

Don’t take the bait – Watch out for phishing attempts

Imagine this…

You are sitting at your computer and an e-mail comes across your screen…

“Your account has been suspended. Please go to to recover your account.”

You begin to panic – you have a paper due tomorrow, and you can’t submit it through Blackboard if you can’t access your account!

Before you click, STOP and THINK. Would Northeastern University ever ask you to validate your account through e-mail?

The correct answer is NO.

In the past few weeks, Northeastern University has been subject to a variety of phishing attacks. While most of us believe we would never fall for something like that, recent events have proven otherwise. The emails and websites are extremely convincing. In fact, some look just like an email you would receive from Northeastern University. A recent favorite is an phishing attempt pretending to be E-ZPass, where the email included text about its phishing policy to make it seem more legitimate.

EZpass phishing attempt

Even the most technically savvy individual could fall for a phishing email. It is important to remember that Northeastern University will never ask you for sensitive information through an email.

Below are a few additional helpful tips to aid you in avoiding phishing attacks:

Delete all e-mails and messages that ask you to provide personal information. Legitimate companies will never ask for this information via email. As an extra step, you can forward e-mails to the organization they are supposedly coming from to ensure they are aware of the phishing attempt. Bank of America even has a process for reporting these fake emails.

Be cautious when downloading files and opening attachments, regardless of who they are from. The files and attachments could be viruses designed to steal information from your computer.

Be on the lookout for generic-looking requests. Many phishing e-mails will be impersonal and use language such as “Dear Sir/Ma’am.” Banks and companies you do business with will, more often than not, send personalized emails.

Be on the lookout for poor spelling and grammar. Cyber criminals are not known for their spelling. Most organizations have staff who review any mass emails and wouldn’t allow it to go out with several mistakes. If you notice a lot of mistakes, it might be a phishing attempt.

Only provide personal or financial information through an organization’s website if you typed in the web address yourself and you see signals that the site is secure. For example, most sites that ask for personal or financial information will begin with HTTPS.

Phishing attempts could be made over the phone too. Remember to treat unsolicited calls with skepticism and to never provide personal information. Again, Northeastern University will never ask you for sensitive information through an unsolicited call. If something seems off, hang up and call the company back through an advertised number.

When in doubt, just ask. Northeastern University has a variety of areas you can reach out to for help. The ITS Service Desk is available 24/7 and can be reached by either e-mail at or by phone at 617.373.4357 (xHELP).