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Service Now

In Spring 2019, SDCOE Integrated Technology Services (ITS) plans to transition from HEAT to a new ticket system called Service Now. We are looking forward to providing existing HEAT users new features and functionality in Service Now. The go live date is still being finalized.

ITS is currently in the development phase of the project and are happy to report that we can now show districts how Service Now looks in a “dev environment.” We are very interested in district feedback! 

The Education Business Systems (EBS) team is hosting a feedback session for districts on Thursday, 12/6/18 and your input is very important.

Registration: To register for the session, please use Go Sign Me Up (direct link to session registration). For assistance, please email Lori Free-Trout (

Who: For District PeopleSoft Contacts who currently enter HEAT tickets and would like to learn about the future ticket system called Service Now and provide input to the design/configuration of Service Now, hosted by Anthony Rodgers & Peyri Herrera. Please note that EBS directly contacted 23 HEAT users with an invitation and is opening up an additional 15-17 seats for anyone interested. The goal is to get a diverse sample across the county, plus active HEAT users.

What: Participate in a group discussion, try out Service Now in a dev environment, and provide feedback; leave knowing about the transition to Service Now so you can share it with others at your district

Where: SDCOE Learning Labs 2-4

When: Thu, 12/06/18 from 1:30-4:00 pm

Why: To provide feedback/input, to help shape the ticket system that will be used

What to expect from the session:
  • We will start with a presentation and overview to provide you context, including why we are changing to Service Now, 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 will be a combination of paper-based and computer-based activities.
  • There will be a combination of guided instruction and independent activities so you can explore Service Now. We will have rovers in the room to help you if you get stuck.
  • We would ask you to take notes so you can provide written feedback.
  • There will be whole-group discussion opportunities so you can share your feedback and hear what others have to say.
  • When you leave, you will have provided feedback/input to help shape the ticket system that will be used by hundreds of users across the county. You’ll have information that you can share with your colleagues at work to further help with the transition.
For questions about the Service Now project, please email Peyri Herrera (