To make it easier for members of the campus community to find information about UC Berkeley’s IT services, the Educational Technology Services (ETS) knowledge base articles have been merged into the IT knowledge base in ServiceNow. Now, all knowledge base articles for the services in the IT Service Catalog are located in the IT knowledge base.
The navigation for the IT knowledge base has also been enhanced. When you open the IT knowledge base to find information about how to use an IT service, you can click on one of the service categories listed in the left-hand navigation to browse other services. When you click on a particular IT service category in the navigation, the list of knowledge base articles is filtered to display only those for the service category that you selected. The navigation under the selected service category also expands to display all of the IT services that are listed under the selected category. You can then click a specific service to further filter the displayed knowledge base article to list only those for the IT service selected. You also can continue to use the knowledge base’s search bar at the top of the page to find information.
If you have any questions or feedback about the new functionality and information in the IT knowledge base in ServiceNow, please contact the CCS-IT help desk at (510) 664-9000 (option 1) or email at firstname.lastname@example.org.
Liz Marsh, Director of Strategic Initiatives and Chief of Staff, OCIO