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THE SERVICENOW PROJECT:

AN OVERVIEW

For many years, the School District’s IT Division has managed traditional
technology processes including incident management, service catalog,
service request management, and change management via an IT Service
Management (ITSM) software solution. ITSM is a system and process
for the IT Division to manage the end-to-end delivery of services to our
customers. Another definition of ITSM is “the activities performed to design,
build, deliver, operate, and control IT services offered to customers”.
Over the years, several non-IT business units have requested ticketing-type
solutions and our ITSM solution has been extended to meet those needs
wherever possible, making it an Enterprise Service Management (ESM)
solution. Those non-IT business units include Educational Technology,
Educational Data Warehouse, ERP, Communications, School Food Service,
and Public Records.

From eSupport to ServiceNow

In late 2023, the District made the decision to upgrade our ESM solution
and distributed an Invitation to Negotiate (ITN) to ESM vendors. The
vendor selection committee reviewed all submitted proposals and software
demonstrations and scored ServiceNow as their first choice vendor, with
ICG as the reseller/implementor. The overall plan is to build, implement, and
deliver ServiceNow modules or functions one at a time, in an agile or iterative
manner. After contract negotiation/approval, a long-term and multi-faceted
ServiceNow project began.

Change Management

The first module or function to go live in ServiceNow was Change
Management, a core IT process. Change management is designed
to minimize disruptions while making necessary changes to current IT
systems and services. Change management practices are designed to
provide effective timely communication, while minimizing negative impacts,
and meeting industry standards. Whether deploying new applications or
Page 14 services, managing existing ones, or resolving technical problems, change