The ILRI/ICRAF ICT services unit is changing the software that we use for managing incident and service requests. From today onwards you will receive confirmation and update messages that have slightly different content and formatting to what was previously sent. The existing support process and service levels are unchanged.

Background:

ICRAF and ILRI are changing for the Track-IT servicedesk system, to a new product called ServiceNow. ServiceNow is an enterprise grade service management and process automation platform that can manage most aspects of ICT services. In the first phase of our deployment the significant feature is that it is cloud based. This means that the same service information is available to all ICT staff at all sites. This allows us to capture service requests and incidents from all sites in one place and route the work to the most appropriate resource available to resolve it.

Please send your requests via our simpler email address which you will note in your new notifications i.e. servicedesk@cgiar.org or simply pick Service Desk (ILRI-ICRAF) from the address list. All existing helpdesk and servicedesk addresses will route to the new system.

We will be providing an overview of the capabilities of ServiceNow  and a roadmap for the deployment in the near future. If you have any questions comments, please don’t hesitate to contact Service desk on 2500 or myself on 2181 .

Ketema Samuel | ICT Site Manager, Ethiopia