ServiceNow
ServiceNow was selected by the University System of Georgia (USG) Information Technology Services (ITS) as the solution to replace USGTrackit for IT and library incident response and service management support. ServiceNow is a service management tool used to manage and maintain progress of internal and external tickets.
ServiceNow will launch Feb. 1, 2017 for use by the University System Offices (USO) and USG institutions.
Every person in the USG will be impacted by ServiceNow.
- USO and institution employees will use an easy, intuitive self-service tool to create tickets, track progress of the request, and receive efficient service.
- Students will benefit from institutions receiving efficient issue resolution, which means they get back to work quickly.
- ITS employees will be using this new tool to support users.
What are the benefits of ServiceNow?
Single Location - all requests from all users will work off of the same system to deliver simpler, more reliable services
More Efficient Service - no more complex legacy systems and siloed processes so services can be delivered more efficiently.
Superior Self-Service - provides user experience that makes it simple and intuitive for users to request IT services, log issues, track progress, and resolve problems.
Greater Collaboration - service desk and customers easily engage and collaborate using social and mobile capabilities with approachable services for campus customers.
Knowledge Base - access an expanded knowledge base for self-help on problems. If customers cannot find what you’re looking for, they can request assistance by selecting from a list of available services.
Greater Visibility - users can view the current status of requests and incidents, as well as track progress at all times.
What is not changing?
- ITS will continue to be the single point of contact for the USO and institutions for service support.
- You will still be able to contact the ITS Helpdesk for assistance and create tickets at the same email and phone number currently used.
- The hours of service will remain unchanged: Monday – Friday 8 a.m. - 5 p.m.
- The range of services that the ITS Helpdesk provides will remain the same.
- The procedure for after hours support, non urgent or urgent, will not change. Find information about after hours support at http://www.usg.edu/customer_services/after_hours_support.
Will the Shared Services Center use ServiceNow?
Yes, the Shared Services Center will use a ServiceNow module for Human Resources Case Management as they migrate institutions to OneUSG HCM. The ServiceNow platform contains multiple modules, including Incident, Problem, and Change which ITS will use for IT service.
Information Technology Services (ITS)
What’s changing for ITS?
New Access Location: Your personal and team tickets and daily task tracking will be accessed in a new location.
Adopting ITIL Practices: In addition to a new service platform, ITS is changing our support structure to include ITIL service management practices. ServiceNow was designed to support an ITIL framework and ITS provided organizationwide ITIL training in preparation for this shift.
Knowledge Base: Create and manage a searchable library of support documentation for your customers and internal teams.
Shared Workspace: No longer have to go from one workspace to another to view internal or external tickets. We are all going to be each other’s customers.
Streamlined interface: Simpler interface makes creating and managing your tickets easier.
What will happen to USGTrackit?
Starting launch day all new tickets will be created in ServiceNow. You will need to move or close remaining tickets in USGTrackit by the end of March. Historical data from USGTrackit will be archived.
How will ITS employees log in?
ITS employees will login to use ServiceNow with the same credentials as their email, Skype and SharePoint accounts. The login web address will be provided on launch day.
How can ITS employees prepare for ServiceNow?
Attend the provided training from the Service Management team. The formal and informal training sessions will be critical to your success because they will help you become familiar with the platform beforehand, ensure you have the right resources available day one, realize the impact on your daily activities, and help you understand the end-to-end process to do your job.
- Orientation: Jan. 16 - 27, 2017 (This pre-recorded training will take one hour to complete and is a REQUIRED prerequisite for fulfiller training).
- IPC Fulfiller Training: Jan. 23 - 27, 2017 Eight hours of system training to make sure ITS staff has a full overview. Learn how the processes fit into your daily work. Register for one of five eight-hour training sessions when links are provided via email.
- Pre- and Post-Launch Assistance: Jan. 30 – Feb. 3 from 8 a.m. - 5 p.m. The Service Management team will be available in Classroom 104 to provide assistance and answer any questions before and after launch.
- Drop-In Training: Feb. 8, Feb. 15, Feb. 22, and March 1 from 8 a.m. - 5 p.m. ServiceNow personalized assistance for ITS staff with the Service Management team after launch.
- Special Topic Tuesdays: Feb. 7, Feb. 14, Feb. 21, and Feb. 28 from 12 p.m. - 2 p.m. Specific ServiceNow training sessions covering reporting and other special topics.
University System Office (USO)
What’s changing for USO offices?
Self-Service: You will be able to submit your own tickets through ServiceNow. All your requests for assistance from ITS will be in a single location making it easier for you to manage. You will still be able to submit tickets via email or calling the ITS Helpdesk.
Visibility: You will have increased visibility into your tickets and incidents, such as the status of your request, tracking progress, and the contact for the request.
Knowledge Base: Get answers to your questions from a searchable library of support information anytime, anywhere.
Streamlined interface: Simpler interface makes creating and managing your tickets easier.
How will USO offices submit a ticket?
You will continue to submit tickets by emailing helpdesk@usg.edu or calling 706-583-2001 or 1-888-875-3697 (toll free within Georgia).
You will also have the option to use ServiceNow self-service to create tickets. USO will login to use ServiceNow with the same credentials as their email, Skype and SharePoint accounts. The access web address and instructions will be provided on launch date.
When will USO use ServiceNow?
Some examples of when you will use ServiceNow include getting ITS assistance from the Technology Support Services (TSS) or Information and Web Services (IWS) teams.
What happens on launch day?
Any new tickets will be created and managed in ServiceNow. Existing tickets will continue to be managed in the current ticketing system until they are closed or moved to ServiceNow by the end of March. You will continue to submit tickets by emailing helpdesk@usg.edu or calling 706-583-2001 or 1-888-875-3697 (toll free within Georgia). More details will be provided on launch day.
Campus Users
What’s changing for campus users?
Self-Service: You will be able to submit your own tickets through ServiceNow. All your requests for assistance from ITS will be in a single location making it easier for you to manage. You will still be able to submit tickets via email or calling the ITS Helpdesk
Visibility: You will have increased visibility into your tickets and incidents, such as the status of your request, tracking progress, and the contact for the request.
Knowledge Base: Get answers to your questions from a searchable library of support information anytime, anywhere.
Streamlined interface: Simpler interface makes creating and managing your tickets easier.
How will campus users submit a ticket?
You can continue to submit tickets by emailing helpdesk@usg.edu or calling 706-583-2001 or 1-888-875-3697 (toll free within Georgia).
You will also have the option to use ServiceNow self-service to create tickets. You will have a unique ServiceNow login to access self-service. The access link and instructions will be provided at a later date.
What happens on launch day?
Any new tickets will be created and managed in ServiceNow. Existing tickets will continue to be managed in USGTrackit until they are closed or moved to ServiceNow by the end of March. You will continue to submit tickets by emailing helpdesk@usg.edu or calling 706-583-2001 or 1-888-875-3697 (toll free within Georgia). More details will be provided on launch day.