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ESUPPORT
REPLACEMENT
CHOSEN
In mid-2023, the IT Division, with the Purchasing Department’s assistance,
distributed an Invitation to Negotiate (ITN) to software vendors to replace
eSupport with an Enterprise Service Management (ESM) product. The vendor
selection committee scored ServiceNow as the first choice vendor, with ICG as
the reseller/implementor. ServiceNow is a clear leader in the ESM market. The
ServiceNow contract is scheduled for Board review and approval in March. Once
a signed contract has been approved, the Project Team will begin planning the
various eSupport to ServiceNow Project phases and the associated timeline of
each phase.
Those phases will most likely include:
Incident Management
Service Catalog
Service Request Management
Change Management
Device Management
Bugzilla Replacement
HR Ivanti Replacement
SFS Ticketing
Public Records Ticketing
Other non-IT Ticketing
More details will be provided as the project progresses.
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