OIT rolled out ServiceNow to campus in March 2015 to provide a more robust IT service management platform. This application is being expanded beyond its initial implementation of incident tracking and knowledge management. It has the ability to capture information that can serve as a basis for resource planning and prioritization of activities within the IT community and beyond. This initiative will help prioritize and capitalize on the use of this important resource based on campus needs.
OIT lost its primary ServiceNow developer and architect in the fall 2015, setting this project back. Even so, during the 2015-16 year ServiceNow was extended to provide the platform for all Facilities Modifications Requests and the Knowledge Base is being used by Enrollment Management & Services for its tutorials and FAQs. Additional work on prioritization and extension of ServiceNow will pick up in the coming year.