Page 10 - TIME NEWSLETTER - SUMMER 2025

AN UPDATE
The ServiceNow Project:

As outlined in the Spring 2025 edition of TIME and now updated, the ongoing
ServiceNow Implementation Project has completed several of its planned
deliverables including:

• Change Management, with 743 change tickets since Go Live
• IT Hardware and Software Contract Management,
now including 134 contracts
• Incident Management, with 61,538 incident tickets since Go Live
• Knowledge Base, now including 2,599 knowledge articles
• Service Catalog and 37 ServiceNow service request catalog items,
associated workflows and dashboard with 748 service request
tickets since Go Live

While always keeping in mind that customer service is our #1 priority, the
Project Team is working hard on the next deliverables as outlined below.

Public Facing
Virtual Agent / Chatbot Including AI

As mentioned above, the ServiceNow Virtual Agent (chatbot) is now
available for all employees via the District Hub. It currently pulls its results
from the ServiceNow Knowledge Base and its over 2,500 articles. The
next step is to integrate an Artificial Intelligence (AI) engine with the Virtual
Agent so it can quickly and expertly return accurate and helpful results from
a variety of District sources including the ServiceNow Knowledge Base,
the District website, BoardDocs, BoardDocs LT, the phone directory, etc.
Following that and probably before the end of 2025, the Virtual Agent will
be made available on the District website (www.palmbeachschools.org)
so the public and parents can obtain self-service answers to their questions
and inquiries.

The last deliverable related to the Virtual Agent is allowing both public and
internal users of the Virtual Agent to enter a Service Request if the results
of their chatbot inquiry do not meet their needs. The Service Request will
then automatically be routed and assigned to the appropriate department
for response.

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