Get help with HMS technology
The HMS IT Service Portal is the fastest way to find answers, request services, and reach an HMS IT support representative. Knowledge articles cover common questions, and submitting a ticket connects you with the right team.
Eligibility
Available to all members of the HMS community.
Faculty
Staff
HMS faculty, staff, students, postdoctoral researchers, and authorized guests can use IT support. HSDM students receive support from HSDM IT at support@hsdm.harvard.edu.
Self-service
Find answers, request services, and track approvals through the Service Portal.
Tickets
Documentation
Use the HMS IT Service Portal at harvardmed.service-now.com to find answers and request services on your own.
- Browse knowledge – Find how-to guides and answers to frequently asked questions.
- Submit a ticket – Get technical assistance from a support representative.
- Request something – Explore and request IT services.
- My approvals – Review and approve tickets that require your confirmation.
Live support
Reach a support representative by phone, email, or in person.
Phone
In person
Contact the service desk for help with a technical issue.
- Email – itservicedesk@hms.harvard.edu
- Phone – 617-432-2000 (Monday–Friday, 8:00 AM–5:00 PM)
- In person – Tosteson Medical Education Center (TMEC), Room 225, 260 Longwood Avenue (Monday–Friday, 9:00 AM–4:00 PM, excluding University holidays)
- Local support – View the list of HMS IT support representatives by location
Specialized services
HMS IT includes specialty teams for research, AV, accounts, and computer purchasing.
Research
AV
Submitting a ticket through the Service Portal routes your request to the right specialty team. These teams handle:
- Hardware and software help – On-campus and remote support for HMS computers.
- HMS account and access – Setup and troubleshooting for HMS accounts and application access.
- Computer purchasing and setup – Inventory, secure configuration, and replacement of HMS computers.
- Research technology – Lab instruments, storage, networking, and consulting for research computers.
- Audiovisual – Setup and support for audiovisual systems in rooms managed by HMS IT.