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to “help themselves” when they have questions. The self-service ability
reduces calls to the District’s HR, Transportation, and IT Call Centers and
reduces the amount of time it takes for parents, the public and employees to
obtain answers to their questions or inquiries.
A subsequent phase of the Virtual Agent is being worked on and will go live
soon and includes the ability for the chatbot to open a ticket for the parent,
employee, or member of the public if they do not receive a satisfactory
response to their question or inquiry. That ticket will then automatically
route to the department or office that can best provide the answer to the
pending question or inquiry. The department or office assigned to the ticket
will be notified via email that a ticket awaits their response and will continue
receiving timely email notifications until the ticket is closed.

Service Requests and Service Catalog

An upcoming module of the ServiceNow solution in-progress is
Service Requests and Service Catalog. As explained above, incident
tickets are submitted when something is broken or not working as expected.
Service Request tickets are submitted when requesting a type of service.
A common example is requesting access to a software application such
as SIS, PeopleSoft, Raptor, or TRIRIGA. Other common service requests
include telephone requests, block/unblock website requests, and web
design requests.

Alongside Service Requests comes the new ServiceNow Service Catalog.
Clicking on the “Request Something” button in ServiceNow presents the
entire Service Catalog which displays all the services available. The search
bar at the top allows for filtering for the type of request needed. Since there
are dozens of unique service request ticket types that must be designed and
tested, those not yet available will redirect users to the comparable eSupport
service request.
Future ServiceNow Modules / Functions

An additional ServiceNow function to be implemented is System Alerts. An
employee will be able to click on the System Alerts tile in the portal to see
if the technical issue they are experiencing is part of a larger issue affecting
many or all users. If the issue is listed in System Alerts, there is no need to
submit an incident ticket or call the IT Service Desk as the issue is already
being diligently worked on and will be resolved in a timely manner. In addition
to clicking on the System Alerts portal tile, employees will see a list of current
System Alerts on the ServiceNow home screen.
Beyond the implementation of System Alerts, the ServiceNow Project
Team will focus attention on other important functions that will migrate to
ServiceNow. The owner(s) and stakeholders of each function will determine
the specific go-live date that works best for the stakeholders. Those functions
include:

1. Asset Management / Device Inventory and Tracking
2. Non-IT Ticketing Process (for School Food Service, Public Records, etc.)
3. HR Call Center Ivanti Service Desk Replacement
4. TRIRIGA/ERP Bugzilla Replacement
5. Transportation Call Center Ticketing

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