The upcoming ServiceNow rollout will bring many changes at UNC-Chapel Hill, for ITS and all current Remedy users.
ServiceNow will replace Remedy as the primary ticketing software for the University. ITS is adopting a new workflow in which all tickets will go to the Service Desk as the first point of contact. The Service Desk will be responsible for routing all tickets to their correct destinations.
ServiceNow will empower campus users to take an active role in their service request experiences. Users will be able to use a web portal to create their help requests, view progress and communicate with their fulfillers (the employees responsible for resolving help requests). ServiceNow is intended to improve delivery of service and requests for all campus users.
Help documents overhauled
The Knowledge Management team, a group of ITS employees responsible for creating new documentation, is taking advantage of ServiceNow by overhauling and updating the help documentation. ServiceNow will also be able to suggest relevant help articles to users, ideally enabling them to troubleshoot some of their own issues.
The ServiceNow knowledge base system requires that help articles be updated regularly, increasing the utility of the articles by ensuring the information is current. Individual University departments will have a designated content manager on their staff to write and maintain help documents.
Increased transparency for users
A significant benefit of ServiceNow is increased transparency for users. Remedy did not provide a way for users to view the status of their tickets or communicate with the people working on them. ServiceNow not only provides a feature for users and fulfillers to communicate, but actively encourages communication. This change makes fulfilling requests more efficient for fulfillers by making it easier to obtain information directly from the requester.
The ServiceNow rollout and consequent changes are all being implemented to benefit the most important people to ITS – the users. Everyone who has worked on the ServiceNow project has been motivated by the desire to be able to empower and provide the best service for users. When ServiceNow is implemented, IT support for users will be more efficient, transparent and accessible.