ServiceNow

In 2018, the Service Delivery team undertook a huge project in launching the new OIT website, developed on the ServiceNow platform. This site is a full IT Service Management suite complete with knowledge base articles and ticketing, issue-tracking, and order-placing functions. Along with that release, there were several other major accomplishments in 2018, such as:

• Providing training to over 100 IT professionals
• Releasing a custom integrated application to replace certain functions that would be lost through other software transitions
• Populating the Configuration Management Database to allow for future growth

ServiceNow is primarily used by OIT at this time, but plans include expanding to distributed IT units, integrating change management control, expand asset management functions, and many other features that will help streamline the way IT works across campus.