New “ISU Service Portal” becomes a self-help home base

With the launch of the IT Portal and others in 2020, a new, all-encompassing “Iowa State University Service Portal” managed through the ServiceNow platform will serve as customers’ home base and a means to navigate between the other portals (IT, HR, Finance and Planning) available. Students, faculty and staff can access the Iowa State University Service Portal through the new “ISU Service Portal” tile that has been automatically added to their Okta dashboards.

The ServiceNow platform

The ServiceNow platform was implemented in 2019 ahead of Workday go-live and first used as a tool primarily for incident fulfillment from IT professionals and Finance/HR delivery teams across campus. In spring 2020, Information Technology Services (ITS) rolled out ServiceNow’s more public-facing applications, including a departmental service catalogue and knowledge base, in the form of the “IT Portal.”

As members of the Cyclone community visit the IT Portal – https://iastate.service-now.com/it – they can search for helpful how-to articles – like how to get started using Microsoft OneDrive file storage, – order IT-related products and services through redesigned forms, and seek technical help as they submit and track incidents.

Other campus units soon created ServiceNow portals of their own, which include the HR Portal managed by University Human Resources (UHR) and the Finance and Planning Portal managed by Finance Delivery and other stakeholders. To access these portals, customers could visit each unique URL or add each Okta tile to their application dashboard.

Why an ISU Service Portal?

Now, to make navigation between the portals more convenient and to search how-to knowledge more broadly, an overarching “Iowa State University Service Portal” has been created for all students, staff and faculty at Iowa State.

The Iowa State University Service Portal home page provides quick links for the Human Resources (HR), Finance and Planning and IT Portals with descriptive text that appears when hovering over each respective tile. As other units launch their own departmental portals, those items will also appear on the home page. The ISU Service Portal features a prominent search bar as well that combs the how-to knowledge articles and service offerings across all available portals – HR, Finance and IT at present.

When within a specific portal, customers can find the “portal picker” in the upper left corner that allows them to easily switch to another portal or go back to the home page.

The ISU Portal Picker with a dropdown menu to navigate to other self service portals

Another new feature coming soon will also allow users to view related articles that populate when filling in the “short description” field of the incident form. The incident form – accessed solely from the IT Portal – is a fast and efficient way to get technical help from the IT Solution Center. To get to the incident form, customers should navigate to the IT Portal and select the Get Help option on the portal’s home page.

As for accessing the ISU Service Portal, customers can simply click on the ISU Service Portal Okta tile that has been added to all faculty, staff and students Okta dashboards. Customers can also access the ISU Portal by URL – https://iastate.service-now.com/isu
The new cardinal and gold ISU Service Portal Okta tile