Frequently Asked Questions
Here, you’ll find answers to common questions about using the ESC, powered by ServiceNow, to streamline your IT, needs. Whether you’re looking to submit a service request, report an incident, or access helpful resources, this page is designed to guide you through our processes and ensure you get the support you need quickly and efficiently.
What is the Enterprise Service Center (ESC)?
The Enterprise Service Center (ESC) powered by ServiceNow, a portal is designed to improve how you interact with Enterprise Technology Services (ETS) by offering a faster, more efficient, and user-friendly way to access the services and support you need.
Who can use the Enterprise Service Center?
Currently, the ESC Portal accessible to all Howard University faculty, and staff.
How do I submit a service request or report an incident?
To submit a service request or report an incident, log in to the ESC Portal. If you are experiencing technical issues, navigate to the "Get Help" tile. If you need a new service, click the "Request Something" tile. Complete the required details in the form to proceed.
What are some examples of incidents and service requests?
- Incidents: Issues such as being unable to log into your account, experiencing system errors, or having a device malfunction.
- Service Requests: Requests for new software, access to a specific system, or setting up new equipment.
Can I track the status of my request?
Once you submit a request and/or report an incident, you can view its status in the "My Requests" under ‘My Active Items’ section of the ESC Portal. Real-time updates will also be sent to your email.
How can I find answers to common IT issues?
You can find answers to common IT issues by visiting the Knowledge Base in the ESC Portal. Use it to search for guides, articles, and troubleshooting tips tailored to your IT needs.
How do I use the Knowledge Base?
To access the Knowledge Base, log in to the ESC Portal and navigate to the "Knowledge Base" section. Use the search bar to enter keywords related to your issue or question. Browse through articles and guides that provide step-by-step instructions and solutions. The Knowledge Base is a quick and easy way to find answers to common questions or troubleshoot issues on your own.
What should I do if I can’t log in to the Enterprise Service Center (ESC)?
If you are unable to access the ESC Portal, please contact us huhelpdesk@howard.edu or call 202-806-2020 for immediate assistance.
Please note when contacting huhelpdesk@howard.edu please include your preferred contact method whether it’s via MS Teams or telephone.