SDCOE Service Portal (ServiceNow)

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Overview

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 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 Started

Getting Started Worksheet and Directions (2 pp.)

SDCOE Service Portal User Guide v1.0.pdf (11 pp.)

Video:

How will I be able to learn about the SDCOE Service Portal?

There will be several opportunities for you to learn about the transition:

Announcements: Look for announcements from the CRC throughout January, February, and March with project highlights and “need to know” items.
District Demos: EBS will offer district presentations at Carlsbad Unified, Chula Vista Elementary School District, and at the SDCOE so you can come learn more about the project and ask us questions and share your thoughts. Please see this announcement with details and links 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 training plan below. To register for hands-on training, please see this announcement with links to register.

How is EBS incorporating 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.

Service Now District Feedback Session - DEC 2018.pdf - See the presentation that we shared
Notes from District Feedback Session 12-06-18.pdf - See the feedback we collected (items perceived as "high importance" are marked in yellow)

Will the SDCOE Service Portal be tested?

Yes!

The SDCOE Service Portal is already in use for Student Information System (Synergy) customers.

For PeopleSoft customers who will go live on March 27, extensive testing has been ongoing since November 2018 in a development environment. In February 2019, teams from Santee and Lemon Grove will participate in a 8-day "parallel test" to ensure that tickets route as expected.