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Once submitted, the incident ticket is routed for analysis and assignment to
the team responsible for resolving the issue. Incident tickets submitted by
school-based employees are first routed to that school’s ITSA or STST so
they can quickly resolve the issue. If they are unable to, the ITSA or STST
can escalate the ticket to IT for analysis, reassignment and resolution.

If submitting a ticket is inconvenient, you can call the IT Service Desk at
561-242-4100. A Service Desk agent will ask questions while filling out the
incident ticket and may be able to quickly resolve the issue (such as password
reset). If the Service Desk agent is unable to resolve the issue during the call,
the ticket will be routed to the team responsible for resolution.

Incident Management is available to all District staff.

To ease the transition and allow for greater flexibility, Incident Management
in ServiceNow is using a soft roll-out approach with the following timeline.

Knowledge Base

The fourth module or function to go live in ServiceNow is the Knowledge
Base. A Knowledge Base is “a repository of information that is available
to pull from” or “a set of facts, assumptions, and rules that a computer
system uses to answer questions/inquiries or solve problems”. One of the
core principles of a good Knowledge Base is to keep the content current.
Therefore, articles and/or content are continually being added or updated.
The ServiceNow Knowledge Base has three primary components as outlined
in the following table.

Virtual Agent / Chatbot

The fifth module or function to go live in ServiceNow is the Virtual Agent,
AKA the chatbot. This new service will be live in Spring 2025. Virtual Agent/
chatbot users include all employees, who can use the Virtual Agent available
inside the District Hub, and parents and the public, who can use the Virtual
Agent available on the District website (www.palmbeachschools.org). The
idea behind the Virtual Agent is to allow parents, the public, and employees
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