Monthly Archive for March, 2012

Meetings and More

Published on March 30, 2012 in servicenow. Closed

Since the ServiceNow kick off meeting in February, the core team has been meeting with small groups around campus to bring them up to speed on where we are and what our next steps will be.

So far, we have met with the following groups:

  • IT Help Desk
  • Workstation Triage Techs
  • Workstation Support
  • Web Services
  • Active Directory
  • Exchange
  • University Controller’s Office (all areas)
  • Blackboard (LMS and Classroom Technology)

Over the next few weeks, we are scheduled to meet with these groups:

  • General Counsel
  • USF St. Petersburg Help Desk
  • Database Administration Support
  • USF Data Warehouse Support
  • Public Health
  • Financial Aid

We still have more groups to meet with after this next round, and are thrilled that so many of you are excited about this project!

In about two weeks, we will be having an on-site visit with the consultants. Look for that post coming soon!

The Journey Begins

Published on March 12, 2012 in RightNow and servicenow. Closed

The kickoff of the USF ServiceNow Implementation project was held in the Marshall Center auditorium on February 29th.  Michael Pearce and Craig Woolley welcomed everyone in the packed auditorium and explained that the main driver behind this initiative is Goal #2 from the IT Strategic Plan – Improve Customer Service (to see the presentation, visit this link).  Replacing the current tool, RightNow, with ServiceNow and initially deploying the Incident Management, Employee Self-Service, and Service Catalog modules is phase I of this project’s customer service improvement journey.

The next step is to schedule smaller group meetings with all affected departments.  The ServiceNow core project team has already met with the Helpdesk and Workstation Support teams, and these small group meetings will continue throughout the month of March.

We’re looking forward to meeting with all of you very soon!