On August 9, the Customer Interaction Center (CIC) implemented a new Enterprise Business Platform, ServiceNow, in order to modernize its capabilities to improve overall collaboration, management, and resolution of customer inquiries.
What is changing for DLA customers?
Previously, DLA customers received email updates regarding their inquiries throughout the resolution process from firstname.lastname@example.org.
Now, DLA customers receive email notifications regarding their inquiries from email@example.com with updates regarding the status of their inquiry with the CIC. Customers receive email notifications from firstname.lastname@example.org when their case ticket is “Opened,” “Closed,” or if a CIC Agent or Customer Facing Representative (CFR) needs to contact them regarding their request. Customers will still be able to reply to emails they receive regarding their request.
What is NOT changing for DLA customers?
While DLA’s ticket system is changing, customers will continue to contact the CIC for any inquiries using methods listed at the top of this page.
Technical Difficulties with ServiceNow
For Access problems or Technical issues please contact the DISA Global Service Desk at:
- 844-DISA-HLP (844-347-2457) Toll Free:
- Press 5, then speak or enter D-L-A
- ServiceNow was deployed using an Agile (incremental) development process. This Customer Service Management (CSM) deployment delivers a Minimum Viable Product (MVP) while future deployments will deliver additional capabilities.