General description of the HD Service and Support portal

Last updated: 2022-01-13 11:06

The department of Sciensano uses ServiceNow as IT Service Management tool (ITSM). ITSM tools are software solutions that help organisations manage the provision of IT services, either to internal users or — for IT service providers — external customers.

The following IT processes will be managed using this ITSM tool:

  • Incident management
  • Request management
  • Change management
  • Management of Configuration management database

With this ITSM tool an external Service and Support portal is created for users to request help in case of an incident, or when for example access is needed for an application of the platform.