Updated SDCOE Service Portal

https://service.sdcoe.net

Overview

As of Monday, January 6, 2020, the SDCOE Service Portal has been updated to take advantage of new features and to stay aligned with best practices in IT Service Management. New features include, advance search capabilities, announcements, and new request forms. Please take a moment to view the brief video below to become familiar with the updated SDCOE Service Portal.

PeopleSoft Client Video:

Survey

LINK: SDCOE Service Portal Survey (Apr/May 2019)

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.

- 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)

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.