ServiceNow FAQs

What is ServiceNow?

ServiceNow is a service management portal where you can log issues and requests with our IT service teams. RMIT already uses it for IT enquiries in Australia, and now Vietnam is joining in! 

Using a system like ServiceNow allows us to manage, monitor, report and share issues and resolutions across our servicing teams, which helps us address your issues more efficiently. 


How do I log in to ServiceNow?

Log in to ServiceNow using your usual RMIT login information. 

For Staff, this means your V-number and password. 

For Students, use your student number and password.


Can I still contact ITS via their email address (

No. From 9 December 2019, you will contact ITS via ServiceNow, or via phone: +84.28.3776.1313. 


What kind of issues or requests can I log via ServiceNow?

You can log both issues and requests to IT via ServiceNow. So anything you used to email IT for, you can now submit via ServiceNow.


How long will it take to resolve my IT queries?

More complicated enquiries may take some time to investigate, but you can expect an initial response from IT within 48 hours.


How will I know when my query is resolved?

You will be updated automatically via email when your ticket has been resolved. However, IT may also get in touch with you via phone or email you personally to help resolve your query.