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 Рwhether 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.