Overview
Online service portal to manage your BT products and services. You can raise and manage new requests and report any issues you might have with your service.
Quick start guide
Quick start PDF guide.
Log into ServiceNow
Track and raise requests
Track and raise incidents
1. What is ServiceNow and what can I do with it?
ServiceNow serves as a cloud-based platform enabling efficient IT service management, seamless customer service, and workflow automation. It helps BT streamline operations, enhance customer experiences, and gain insights through reporting and analytics.
2. What is the difference between Site Request and Soft Change?
Site Request should be used for any Addition, Modification or Cessation of service which will impact the inventory and might require design.
Soft change is limited to simple configuration change which should not be site or network affecting.
3. How do I understand the Catalogue options?
If you have bought one of our new digital products or if your account has been migrated to our new Service Now platform for Service Management, then you will have been set up on Customer Hub and provided with relevant access. If in doubt talk to your BT Account team.
4. As a user, if i don’t want to see either Complex or Simple catalogues, can these be excluded?
We can provide access to Complex only, Simple only or both. If you wish to make a change then this is done via the My Account Servicedesk.
5. What is the difference between Physical Modify and Logical Modify?
Physical modification is where there is an impact on the site, new equipment, physical move of service/equipment.
Logical modification is normally a configuration / soft change i.e., Qos Change, Bandwidth change where it doesn’t impact BT side of router configuration.
6. What is the format requirement for the Telephone number?
The defined format indicates the following:
*.Spaces not allowed,
*.No alphabets,
*.+ , - , ( , ) and digits allowed.