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Remote administration 

 

Overview

Remote Administration, Remote Administration OnDemand, and Express Remote Services (https://express.servicenow.com/support/) are paid packaged services that are offered and contracted by ServiceNow Remote Services. New Remote Service requests, inquiries about existing requests, and other related questions are handled through the ServiceNow Customer Service system at hi.service-now.com. For Remote Services assistance, please contact your ServiceNow Remote Services consultant or access the Remote Services application in HI.

For detailed information about the Remote Administration process, prerequisites, exclusions, and services offered, see the Remote Administration Service Description on the ServiceNow website.

 
Contacting the Remote Services team

For questions about any of these services, please contact your Account Executive, Solution Development manager, or Remote Services directly.

To contact a Remote Service consultant, respond directly to an email or send a message to remoteservices@servicenow.com. Please provide a request number and a brief summary of the issue.

Please do not contact ServiceNow Customer Support for Remote Services questions.

  
Managing Remote Services
Manage your Remote Administration services using the ServiceNow Customer Service system at hi.service-now.com. Use the Remote Services module to submit requests, track requests, and view hours. To use the Remote Services module, you must be a designated requestor with the rsa_customer role. To obtain the role, contact the Remote Services team (see contact information above).

 

 
Viewing remaining customer hours in Remote Services

Users with the rsa_customer role can view the number of Remote Services hours purchased, used, and remaining.

To view remaining customer hours from the Service Catalog:

  1. Open HI at hi.service-now.com.
  2. Click Service Catalog
  3. Click Service Packages.
  4. To obtain more information, click a Number. 

To view remaining customer hours from the Company Information page:

  1. Open HI at hi.service-now.com.
  2. Click Manage Accounts
  3. Click Manage Company Information.
  4. Click View Remote Services Packages.
  5. To obtain more information, click a Number. 

To view remaining customer hours from the My Company link:

  1. Open HI at hi.service-now.com.
  2. Click your name in the upper right corner of the portal.
  3. Select My Company.
  4. Click View Remote Services Packages.
  5. To obtain more information, click a Number. 

Article Information

Last Updated:2019-05-21 11:52:41
Published:2019-02-21