IT Project: New and Improved IT Self-Service Portal (ServiceNow 2.0)
This project will develop a new self-service IT portal. Goals include transforming the Service Desk into the primary contact point to more quickly resolve service requests, eliminating technical debt, and enabling data-informed continuous improvement. The project will also deliver a re-architected self-service environment to improve service outcomes, user experience, and the effectiveness of ongoing service management.
Impacts
- Improved user experience of ITS services, enabled by new self-service portal, knowledge base, request experience, and enhanced processes
- Improved employee productivity through streamlined workflows for all in-scope processes, enabled by ServiceNow automation
- Improved employee satisfaction resulting from shared understanding of services, processes, roles, responsibilities
- Improved transparency on service performance
- Improved agility for future ServiceNow development
- Advancement of ITS mission and vision of providing exceptional, modern, accessible, and secure services to enable the learning, teaching, research and service mission of UC Santa Cruz
Approach
- Gather and document business needs
- Develop processes rooted in Information Technology Service Management (ITSM) practices
- Solution, configure and develop an updated ServiceNow platform
- User testing, training, change management, communication, implementation, and operationalization
Timeline
Executive sponsor
- Vice Chancellor of Information Technology