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Introducing Clemson's New Service Management Solution

Overview

Clemson University’s Computing and Information Technology (CCIT) division is excited to announce our new service management solution, ServiceNow, launching in June 2025. This new solution will enhance the user experience, streamline service management and provide more efficient support for faculty, staff and students. As we make this important shift, we are committed to ensuring a smooth and seamless transition.

TigerHub Logo

Why This Change?

The move to ServiceNow is part of our ongoing effort to improve service management and enhance the user experience for faculty, staff and students. ServiceNow offers advanced features, improved workflows and better integration with other systems, more efficient support and streamlined processes. In addition to striving for increased efficiency and improved customer service, our previous solution, Cherwell, is being discontinued by its owner.

What Impacts Will This Have?

Rather than simply submitting tickets and service requests to ITHelp@clemson.edu, we now have a new service portal called TigerHub. TigerHub is Clemson University’s ServiceNow portal and serves as the main entry point for accessing service requests or IT information. TigerHub will support CCIT and the Office of Shared Services at this time, with the potential to expand to other areas in the future.

What To Know

  • What is changing with the transition to ServiceNow?

    With this transition:

    • TigerHub becomes the central access point for all IT services and support.
    • CCIT will direct users to the ServiceNow TigerHub portal for technology-related service requests and incident reports.
    • Financial Shared Services will direct users to their portion of the ServiceNow TigerHub portal administrative and operational support requests.
    • The current IT Knowledge Base will be retired, with its information migrating to the ServiceNow platform for easier access and improved search functionality in TigerHub.
  • Will the way I submit and track service requests or incident reports change?

    Yes, the process for submitting and tracking requests and reports will shift to ServiceNow. Specifically, for ITHelp submissions, the ITHelp@clemson.edu email address will remain active, although this will no longer be the only method for ticket submission. The TigerHub portal is the new preferred method for submitting help tickets, so creating a separate email to ITHelp@clemson.edu is not necessary. Instead, users can submit tickets directly within the relevant item in the ServiceNow portal, which will be routed to the appropriate support team, allowing your request to be processed much quicker and avoiding the time spent being routed incorrectly. 

  • How do I access the new TigerHub portal?

    The TigerHub portal link will be easy to remember once it is published: TigerHub.clemson.edu.

  • How will this affect my current ITHelp requests?

    All active ITHelp requests and tickets will be transitioned to ServiceNow. You will receive notifications and guidance on accessing your existing requests in the new system.

  • How can I get support if I need help with ServiceNow?

    If you encounter any issues or need assistance, the CCIT Support Center can guide you through the process. Additionally, for faculty and staff, your area's IT consultant will be a great resource during this transition as well.

  • When ServiceNow is in place, will I still be able to call the CCIT Support Center?

    Yes, you can still reach a CCIT Support Center consultants by calling (864) 656-3494. In addition, you will have the added convenience of submitting a request or incident through ServiceNow 24/7 in the TigerHub portal online or in the mobile app.

  • Will I receive emails related to my service requests or incidents?

    Yes, you will still receive email notifications for your service requests and incidents submitted through TigerHub. These emails will include key updates such as confirmations, status changes, and resolution notices.

    However, for the most up-to-date information, we encourage you to log into the TigerHub portal. In the portal, you can view the full history and current status of your requests in real time, communicate directly with support staff, and track progress without waiting for email updates. It’s a faster, more transparent way to stay informed—and everything is in one convenient place.

  • Who is affected by this change?

    Currently, CCIT and the Financial Shared Services are the first to adopt the ServiceNow platform. Additional University departments and services may be onboarded into ServiceNow in future phases.

Additional Information

If you have additional questions about impacts on your service areas, contact your unit’s IT Consultant.

Past Communications

  • May 7th, 2025 - Clemson News Article

    Clemson University’s Computing and Information Technology (CCIT) division is excited to announce a new service management solution called TigerHub, launching in June 2025. The TigerHub portal, which uses the ServiceNow platform, will improve user experience, streamline service management and provide more efficient support for faculty, staff and students. CCIT, alongside the University, is committed to offering foundations for elevating the student experience and research ascension, and TigerHub is a new pathway toward these objectives.

  • May 7th, 2025 - Pre-Go-Live Information

    TigerHub Launches June 2 – Get Ready for a Better Support Experience

    We’re excited to announce that on Monday, June 2, 2025, Clemson University will launch TigerHub, a brand-new, modern support portal powered by ServiceNow. TigerHub will have links to various areas of the University that you could request assistance from, including:

    • CCIT ITHelp*
    • Financial Shared Services
    • Alumni and Donor Relations
    • Clemson Home
    • Facilities Maintenance
    • HR and Payroll Benefits
    • Marketing and Communications
    • Occupational and Environmental Safety
    • Parking Services
    • PrintSmart
    • Research Computing and Data
    • TigerOne Services

    The biggest change you will see is with CCIT's ITHelp service and Financial Shared Services. These two areas have upgraded their ticketing systems with ServiceNow's software to create a powerful system to better serve requests. Users will be encouraged to transition from using the method of emailing ITHelp@clemson.edu for submitting help tickets to using the portal online. By submitting tickets directly into the portal, users will find there is transparency in their ticket status and a much better user experience.

    TigerHub will become your central location for:

    • Submitting ITHelp tickets 
    • Tracking requests and approvals
    • Accessing a powerful new Knowledge Base
    • Requesting services from CCIT
    • Exploring a simplified and more intuitive portal experience

    This change brings:

    • Better search functionality
    • Transparent ticket tracking
    • Streamlined self-service features
    • Easy access to answers and resources

    Why the change?

    TigerHub is part of our initiative to improve services across campus—offering a more efficient, user-friendly experience for everyone at Clemson. You will be able to submit tickets directly in the portal, track your requests and approvals, access a powerful knowledge base, chat with the Service Desk and much more. In the future, this platform can be a one-stop access point for all University campus service areas.