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management processes break down silos, provide context and transparency,
and most importantly, minimize risk.

Change Management in ServiceNow and in the ServiceNow mobile app
went live in July 2024. Change Management users include IT staff and other
technology-related departments such as ERP and Educational Technology.

Hardware and Software Contract Management

The second module or function to reach production in ServiceNow was
Hardware and Software Contract Management, which went live in
September 2024. Managing hardware and software contracts in ServiceNow
means all contracts and related documents are now housed in one location
and all staff who require access can view and act on the same contract
documents. It also means contract owners and administrators are notified
well in advance of contract expiration as a reminder to begin the contract
renewal or replacement process. In addition, reporting to District leaders
on technology-related contracts is much easier and comprehensive with
ServiceNow. Contract Management users include IT staff who own and/or
manage technology-related contracts.

Incident Management

The third module or function to go live in ServiceNow was Incident
Management, a primary function of any ESM solution that documents and
routes technical issues to obtain assistance and resolution. When a technical
issue arises, instead of needing to know who to call, any employee can
click on the ServiceNow tile in the District Portal, click on the “Something
is Broken” button, and enter an incident ticket, explaining the issue. It helps
to provide as much detail as possible in the ticket including the application,
hardware, or tool affected, if the user is working remotely or in a District
facility, the computer/browser in use, and any error messages that appear. Page 15