OverviewSDCOE’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 the SDCOE Service Portal (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. Getting StartedGetting Started Worksheet and Directions (2 pp.)Third Thursday Demo (36 min) + How to Use the New SDCOE Service Portal - NOTES FROM DEMO (1 p.) Video:Survey
AUDIENCE: This survey is for SDCOE Service Portal users who have used the new system to submit a ticket(s). Your feedback will be used as part of the overall evaluation of the rollout of the SDCOE Service Portal. Please submit your survey by end of day Friday, May 3.
SURVEY TIMEFRAME: Monday, April 22 - Friday, May 3 (2 weeks) How did EBS incorporate district feedback?The Education Business Systems (EBS) team hosted a Feedback Session for Districts on Thursday, December 6, 2018, to collect user feedback. There were 36 participants from 17 organizations (# in parentheses is the # of people): Chula Vista (1), Encinitas (2), Escondido Elementary (2), Escondido High (1), Fallbrook Elementary (1), Grossmont (1), Guajome Park Academy (1), MiraCosta College (1), Oceanside (4), Poway (2), San Diego County Office of Education (10), San Dieguito (1), San Marcos (1), Santee (2), Sweetwater (1), Valley Center-Pauma Unified (1), and Vista (4).
We started with a presentation and overview to provide context about the project, including why we are changing to ServiceNow, how it will be different for you (compared to HEAT), how EBS is making the transition, and how districts can learn about the new system. There was a combination of paper-based and computer-based activities. There was a combination of guided instruction and independent activities so participants could explore ServiceNow. We asked participants to take notes so they could provide written feedback. There was a whole-group discussion so participants could share their feedback and hear what others had to say.
In February and March, we offered multiple events, both online and in-person, to communicate the new system.
Was the SDCOE Service Portal be tested?Yes! The SDCOE Service Portal was already in use for Student Information System (Synergy) customers. For PeopleSoft customers who went live on March 27, extensive testing began in November 2018 in a development environment. In February 2019, teams from Santee and Lemon Grove participated in a 8-day "parallel test" to ensure that tickets route as expected. Further testing was conducted by EBS after the parallel test ended. When is the last day to use HEAT?April 30, 2019 AnnouncementsHEAT Users: Starting Wed, 03/27/19, please use the SDCOE Service Portal at https://service.sdcoe.net to submit a support ticket for PeopleSoftposted 3/20/19REMINDER – Demo tomorrow at 10 am: “How to Use the New SDCOE Service Portal” (No more HEAT)posted 3/20/19Please mark your calendar! Wed, March 27 is the first day to use the new SDCOE Service Portal (no more HEAT)posted 3/11/19SDCOE Service Portal: Which training is right for me?posted 2/27/19New SDCOE Service Portal coming in March for PeopleSoft users who enter support ticketsposted 2/27/19EBS Update (02/14/19)posted 2/14/19Please join us at ServiceNow District Demos and Training Sessions for PeopleSoft Contacts in Feb & Mar 2019!posted 1/31/19 |
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