Overview

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UC San Diego's ServiceNow instance is built on the foundation of UC San Diego support organizations collectively working together to fulfill customer needs.​ As such, ServiceNow is built with that concept in mind-- openness to move cases between all support teams. 

With this openness comes additional responsibilities for our agents to ensure that security best practices are being followed in order to safeguard client and University data.

 

Critical Concepts

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This page contains best practices for data security while working in the ServiceNow platform. 

For additional security information, please see the following pages:

• Instance Security Information
• Requesting Redaction of Private Data
• Restricting your Case tickets

Guidelines

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As part of normal operations, support units should not require or request sensitive information to be included in a case. 

The following information should never be stored in the system:

• Private Individual or Protected Health Information
  • Medical or patient information / HIPAA protected data
  • Social Security Numbers (SSN)
• Passwords, PINs, 2 Factor Identification codes
• Credit card data (PCI)
• Protected Student Information (FERPA)
  • Student Financial Aid information
  • Student Academic Records
• Private Research Data

If you find the above information in the system, please see Requesting Redaction of Private Data.

Additional Information

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If a particular team does work which should not be discoverable or viewable by any other team, please see the reference pages above or contact the platform administration team for guidance.