Date: 01/13/2026
We are excited to announce the launch of the Information Technology Services (ITS) Knowledge Base in ServiceNow. This resource is designed to help the UCSB community find answers to technical questions, resolve common issues, and navigate IT services efficiently
What is the Knowledge Base?
The Knowledge Base is a growing library of articles written and maintained directly by ITS support teams. It allows you to troubleshoot issues on your own time, potentially saving you the need to open a support ticket.
Key resources you'll be able to find:
- Troubleshooting Guides: Step-by-step solutions for common technical errors.
- Service Tutorials: Instructions on how to utilize various ITS Services
- Ticket Support: Guidance on how to submit tickets correctly to ensure the fastest response.
- Self-Service Help: What to do if a self-service process doesn't go as planned
How to Access the Knowledge Base
There are two ways to locate knowledge articles:
Method 1: Search via the Employee Center (Recommended)
For the quickest results, use the search bar to find articles by keyword.
- Navigate to the Employee Center (ucsb.service-now.com/esc).
- In the search bar, type your issue, question, or service name into the main search bar (e.g., "WiFi connectivity" or "VPN setup").
- The search results display both Knowledge Articles and Service Offerings relating to your search.
- Click on the relevant article from the search results.
Method 2: Browse the Information Technology Services knowledge from the Knowledge Portal
If you prefer to browse by category to see what resources are available:
- Visit the Knowledge Base Portal (ucsb.service-now.com/kb).
- Locate and select the "Information Technology Services" Knowledge Base.
- Use the filters on the side or browse the categories to find the specific article you need.
A Continuously Evolving Resource
This Knowledge Base is a living resource. Our teams are continuously adding new articles and updating existing ones based on customer feedback and emerging support trends.
Can't find what you're looking for?
If you are unable to find a Knowledge Article that address your needs, please browse the IT Service Catalog for an appropriate service offering. We maintain service offerings to submit questions or requests concerning certain products and services, and we may have one for your needs. If you are unable to find an appropriate service offering, please submit a problem ticket to connect with the ITS Service Desk team.
Need further help navigating or using the Knowledge Portal?
If you are having difficulties navigating the Knowledge Portal or with using the Employee Center to find an article, please reach out to the SMART Service Management team by submitting an ITS Service Management/Delivery Request.