Dear colleagues,

We are making important security and user experience enhancements to our service account request and lifecycle management processes. A new service account request and update form experience will be available starting November 18th. 

Streamlining oversight and simplifying forms

To streamline the oversight of account creation and ongoing management, our IT support community will play a critical role in reviewing and approving new account requests for supported departments. The updated process also introduces three other key security changes: 

• expiration dates for all accounts, allowing for periodic review and renewal
• limiting password management to 1-2 users, depending on the account type
• encouraging the use of delegation to access a shared email or calendar  

The current request and update forms will be retired, and new forms will be available through a more consolidated experience in ServiceNow. The simplified intake forms will present plain language options for selecting the account type and will initiate the full account creation and setup in the background, removing the need for secondary requests. 

What you need to do

Please join us on November 12th at 9 a.m. in Frist’s MPR A, to review the new changes and to hear additional details on your role in the new process. Breakfast will be served and time will be allotted for questions and discussion. 

In addition to our overview session, please register for a virtual training session on November 14, 15 or 20, where you’ll get a chance to walk through the new workflows and ask additional questions. 

Thank you for your continued support as we implement these important security enhancements. If you have any questions, please email [email protected].

In partnership,

David J. Sherry
Chief Information Security Officer
Information Security Office