On January 13, 2020 WCU Information Services and Technology replaced IT Service Management (ITSM) systems with a single new solution called ServiceNow. ServiceNow provides an intuitive interface enabling users to request help, submit questions, order technology, and check the status of their inquiries without directly contacting the Help Desk. This effort will simplify the user experience, and provide IS&T greater insight to daily interactions, allowing for deeper trend analysis of problems, and aid in future decision making.
- Simple forms for users to submit incidents and requests
- Simpler equipment/software ordering workflow and user experience
- Robust reporting to improve overall customer service
- Improved asset/equipment inventory management
Users will log into ServiceNow and submit a form with required fields to create an incident ticket to ensure that key call details are captured for technical staff, as opposed to previous email methods. Purchase request forms that employees currently use for purchases through IS&T will move to ServiceNow and replace forms currently located on SharePoint. Later phases (Summer 2020) will give end-users the ability to search knowledge articles and request additional services through a single service portal.
When Will the Changes Take Place?
Throughout the Fall 2019 term IS&T worked to implement and configure ServiceNow, with an intended Go-LIVE of date January 13, 2020 for Phase I (Incident, Asset Management and Equipment Purchasing). Phase II, (IT Knowledgebase, IT Service request & Portal) will be configured through the Spring 2020 term, and made available by Summer 2020. Future enhancements will include expanded self-service portal capabilities and searchable knowledge articles to assist users and technicians in resolving issues more quickly. The self-service portal will be accessible at any time, from anywhere, on any device.
|Begin Phase I - Core Platform Configuration||August – November 2019||Complete|
|Pilot (IS&T)||December 2019||Complete|
|Launch Phase I - Incident, Service Request,
Asset Management, and Equipment Purchases
|Begin Phase II - IT Knowledge Base, Continued
Service Request Catalog Development, and Portal Configuration
|January - April 2020||Complete|
|Pilot (IS&T)||May - June 2020||Complete|
|Launch Phase II - Knowledge Base, Service Request, Self-Service Portal||June 2020||Complete|
|Upgrade System Version from Madrid to Orlando||July - August 2020||Not Started|
|Begin Phase III - Change Management, Problem Management||September 2020||Not Started|
|Launch Phase III - Change Management, Problem Management||October 2020||Not Started|