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SDCOE Service Portal (ServiceNow)


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.)



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)

CONTACT: Please email pherrera@sdcoe.net with any questions about this survey.

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.
  • THIRD THURSDAY - Users attended or watched the March Third Thursday online demo
  • DEMO - Users attended a face-to-face demo (no computers) held in Feb/March at SDCOE, Carlsbad or Chula Vista
  • CLASSROOM TRAINING - Users attended a face-to-face training (computers) in March at SDCOE or NCREC
  • ONLINE TRAINING - Users logged in for online training on March 27 at 9 am, 11 am, 1 pm, or 3 pm

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

Announcements











EBS Update (02/14/19)

posted 2/14/19




For questions about the SDCOE Service Portal Project for EBS, please email Peyri Herrera (pherrera@sdcoe.net).



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Peyri Herrera,
Jan 23, 2019, 4:36 PM
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Peyri Herrera,
Mar 4, 2019, 9:44 AM
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Peyri Herrera,
Mar 12, 2019, 11:57 AM
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Peyri Herrera,
Jan 23, 2019, 4:36 PM
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Peyri Herrera,
Mar 12, 2019, 11:57 AM