Improving ServiceNow
Today’s the day!
After months of preparation, ServiceNow is live for USF. You can start submitting your technology requests and incidents via the new interface today. Login with your NetID or various social networking accounts.
All email and links that pointed to the previous system have been redirected to ServiceNow, and users are invited to share their feedback via the “Submit ServiceNow Feedback” located in the Service Catalog.
The July ServiceNow Update meeting is schedule today, July 9th at 10:30am. The project sponsor, Craig Woolley, will provide a demo of the USF instance of ServiceNow, and will discuss the project activities occurring in July.
Check out the presentation for today’s meeting! ServiceNow July Update
The ServiceNow Team has been making great progress on the road to getting ServiceNow ready for USF!
During the few months, team members have been requirements gathering and using this information to configure the modules that will be in ServiceNow, for instance Incident Management. So far, everything is on scheduled, so we’ll be starting to put together the Service Catalog module, followed by the Employee Self-Service module.
The Team is eager for our customers to see how some of the features have been set up in ServiceNow, and we’re especially excited about the Search and Reporting capabilities.
Acceptance testing is fast approaching. In June, the Team will be touching base with our points of contact from each of the impacted teams within IT and asking them to prepare to coordinate their area’s testing efforts. By participating in acceptance testing, users of ServiceNow will be able to make sure all their requirements were addressed, and that we got it right! Testing will begin in July.
Today is the April Update Meeting for ServiceNow. Craig Woolley, who is spearheading this project, will give us an update regarding the scope, timeline for implementation, and a recap of the meetings they have had these last few months (see this post).
Craig has provided his presentation for today if you would like to review it.
ServiceNow is well underway, but we have only scratched the surface of what this product will be able to do for USF. What exactly is ServiceNow? How will it help improve services on campus?
These are all great questions. Let’s start at the beginning.
ServiceNow is a tool that is customer focused and allows IT organizations, and other service-based organizations, the ability to give customers better service. If you’re familiar with IT’s Help Desk, then you are familiar with this type of application. Customers are able to submit incidents with the Help Desk and receive confirmation to let them know their issue is being handled. This type of communication is just one aspect of a service management application.
ServiceNow is a hosted solution, meaning it will be housed off-campus, with a web interface customers can use to log in and check on their current requests and incidents. This new tool will enable more visibility, better reporting, and increased communication to not only IT customers, but to the USF community. “ServiceNow is a rapidly growing company and has solutions for many large universities like USF,” says Craig Woolley, Assistant Director of Information Technology.
The ServiceNow customer self-service portal allows users to be able to submit their own incidents, request services, monitor the status, and get IT news flashes in all one location.
Because this new tool is also self-serviced, customers are able to submit their own incidents, request services, and monitor the status in visual news feed right from their desktop.
Additionally, this Monday, April 30th is the Extended Project Team meeting, scheduled at 10:30 am. In this meeting, all the members that were invited to the ServiceNow KickOff meeting are invited back for an update on where the project is now and the next steps that will be happening
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:
Over the next few weeks, we are scheduled to meet with these groups:
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 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!
USF Information Technology is implementing new service management software that will provide better service to USF and IT customers. ServiceNow will enable our employees to create a service catalog, do better incident tracking, and manage service requests among many other functions.
During the next month, the first phase of implementation will begin and focus on migration from the current system, RightNow.