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ServiceNow Launch

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The ITS ServiceNow project, featuring IT Service Management (ITSM), went live Dec. 4, 2023. Moving to the ServiceNow ticketing system from Ivanti is part of our effort to align services with the Secretary of State’s Office and other core support agencies. ServiceNow offers a wide range of integrations to support critical activities in Luma, including procurement, asset management, employee onboarding and offboarding, and automated workflows. In addition, it offers better support documentation and configuration capabilities and robust integrations with other enterprise tools.

The next important element is IT Asset Management (ITAM) which includes hardware and software asset management. ITS customers must know what IT equipment (computers, switches, wireless access points) and software (Microsoft, Adobe) they own so they know when to order more.

Phase II Plan highlights:

  • IT Asset Management (ITAM):
    • Establish a best practice approach for ITAM per industry best practice
    • Manage cross dependencies with the Configuration Management Database (CMDB)
    • Develop IT Asset reporting dashboards
  • HAM (Hardware Asset Management)
    • Define and implement the end-to-end lifecycle for all hardware assets
    • Manage cross dependencies with the CMDB
    • Opportunities for hardware cost optimization
  • SAM (Software Asset Management)
    • Streamline license compliance and renewals
    • Improve software cost management
    • Enhance decision-making with usage insights

As IT Modernization continues, the capabilities ServiceNow offers will be critical for ITS, as we continue to meet demand for our larger customer base. We are excited about this process and realize it is a lot of change happening quickly.