The IT Leadership Alliance ("ITLA", the all-campus IT Directors group that I am part of) works with the Office of Information Technology ("OIT", at the Twin Cities campus) on IT strategy, including IT direction and tools. Recently, OIT announced a new IT service management tool. You may have used Service Center in the past, particularly if you are familiar with the OIT helpdesk. The new tool is called ServiceNow, and will replace Service Center.
ServiceNow will be rolled out across OIT starting this summer. IT departments (including Computing Services) will get ServiceNow in December.
From the OIT announcement:*
The Office of Information Technology (OIT) announces the selection of a new IT Service Management (ITSM) tool to replace HP Service Center, ServiceNow. The selection is the result of rigorous planning, investigation, testing, and negotiation in collaboration with the University of Minnesota IT community.
Like HP Service Center, ServiceNow enables ticketing, however its capabilities are expanded as it more thoroughly supports Information Technology Infrastructure Library (ITIL) processes. ITIL is the most widely adopted approach for IT Service Management in the world. OIT is adopting ITIL methodologies to create efficiencies and improve service. OIT intends to leverage ServiceNow to support key ITIL processes described below.
- Service Level Management (Monitor and review of the arrangements set with internal IT support providers and vendors)
- Catalog and Request Management (Provide consistent and current information about available services including their operational status, interfaces, and dependencies)
- Change Management (Add, modify, or remove anything with impact on IT)
- Knowledge Management (Ensure the right information is delivered to the right people)
- Incident Management (Be accountable for Incidents, or unplanned interruptions to service, from beginning to end)
- Problem Management (Diagnose the root cause of Incidents)
- Configuration Management (Discover University IT assets and how they support business processes)
These processes will be represented in ServiceNow's customizable interface as workflows that define what tasks need to performed when and by whom, with triggers for manager review and approval.