EBS moving to new system for service tickets beginning March 27, 2019

posted Jan 25, 2019, 3:50 PM by Peyri Herrera
ServiceNow EBS Project

SDCOE’s Integrated Technology Services division is moving to the ServiceNow platform for many of its services, including Educational Business Systems (EBS), Student Information Systems, networking, and more. This unified solution will make processes more user-friendly and efficient, saving districts and schools time and money.

As part of this initiative, EBS will be moving from the HEAT ticket system to ServiceNow on Wednesday, March 27, 2019. All existing HEAT users will automatically have accounts created (no action needed), and any active HEAT tickets as of March 26 will be moved to ServiceNow. We will be sending each district’s Primary PeopleSoft Contacts the Excel files of your HEAT ticket history in case you have a need to retrieve the information from your closed tickets.

There will be several opportunities for you to learn about the transition to ServiceNow:
  • Announcements: Look for announcements from the CRC throughout January, February, and March with project highlights and “need to know” items.

  • Presentations: EBS will offer district presentations so you can come learn more about the project and ask us questions and share your thoughts. We are working on scheduling presentations across the county to occur in March. Once finalized, we will communicate the locations, times, and how to register.

  • Training: EBS will offer a variety of options for you to receive training, including job aids, hands-on training in the classroom, a live demo (March Third Thursday), and online live training on the day of Go Live. Please see the ServiceNow training plan for HEAT users (plus any new users who will need a ServiceNow account). We will communicate the registration information in an announcement on January 31. 
Thank you to the 36 participants who helped at the ServiceNow Feedback Session in December 2018. Representatives from Chula Vista, Encinitas, Escondido Elementary, Escondido High, Fallbrook Elementary, Grossmont, Guajome Park Academy, MiraCosta College, Oceanside, Poway, San Diego County Office of Education, San Dieguito, San Marcos, Santee, Sweetwater, Valley Center-Pauma Unified, and Vista provided feedback (see notes here). We appreciate your input and incorporated your feedback as much as possible.

Have questions? Please email Peyri Herrera (pherrera@sdcoe.net) with any questions or comments about the transition from HEAT to ServiceNow. For the most current information about the ServiceNow Project for EBS, please refer to http://crc.sdcoe.net/projects/servicenow. As questions come in, we will post FAQs at that location.