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ENTERPRISE SERVICE

MANAGEMENT WITH

In the Spring 2024 edition of TIME, we told you about the recent purchase
of ServiceNow to replace eSupport as our new Enterprise Service
Management (ESM) software application. Here are our high-level ESM Project
accomplishments since then:

1. School Board approval of the ICG / ServiceNow contract. ICG is our
ServiceNow reseller/implementor.

2. Formation of a ServiceNow ESM Steering Committee including
representatives from all areas of the District. Steering Committee
meetings have started and are ongoing.

3. Assignment of a ServiceNow ESM Working Project Team including
all technical and non-technical staff required to ensure a successful
implementation. The project team is meeting weekly with additional
working sessions as needed.

4. Joined the South Florida ServiceNow Users Group (SNUG) to network
with other ServiceNow customers in our area.

5. Conducted an ESM Deliverable Priorities survey to Steering Committee
and Project Team members and built a 13-item prioritized ESM
Deliverables list with tentative timelines based on the survey results.

6. After a ServiceNow chatbot demonstration to District leaders, Public-
Facing Chatbot on District Website and Internal Chatbot on District Hub
were added to the overall project scope.

7. Conducted a Summer 2024 ServiceNow Education Series where
stakeholders and interested parties could learn about ServiceNow via
weekly webinars.

8. Transitioned our first IT employee to become 100% dedicated to
ServiceNow customer support. Carlos Leon was a Field Support
Technician in IT Technical Operations and will now be dedicated to
ServiceNow.

9. Successfully built and went live with our first ServiceNow module,
Change Management on 07/29/24. It replaced eSupport’s Change
Management tool.

10. Currently building and targeting a Fall release for our second ServiceNow
module, Hardware and Software Contact Management.

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