The first phase of a three-phase implementation of ServiceNow, IP&O’s new work management system, is complete, and four IP&O groups are now receiving and responding to requests in the new system. IP&O’s Employee Services, myPath Employee Training and Development, Communications and Marketing, Systems Control and Support, and IP&O’s Service Center are now live in ServiceNow. 

“All requests for services within these groups must now be entered in the ServiceNow portal,” said Joseph Holtsclaw, Senior Director, Integrated Work Management Systems (IWMS). “The new system will result in better workflows and data collection.”

Holtsclaw added that the Service Center has received ample training and Service Center employees are using the system with ease. 

“The system definitely lends more organization and transparency to the Service Center process,” said Naheed Ali, Preventive Maintenance Clerk I.
Ali has been working in the Service Center for 15 years, and sees clear advantages to the new system. “The requestor gets instant feedback and can follow a case through frequent emails that are generated.” 

Debbie Johnson, Unit Coordinator, who spent 15 years in Dining Services before joining the IWMS Service Center, added, “I like the ability to track a case. It’s a new system, but really not that hard. We also have a chat function and can do a side chat with another rep if we need an update on a case.” 

Ali said that the new system will definitely enrich the customer experience. “The ability to keep track of a problem and get customers their answers immediately is going to benefit everyone.”

Both Ali and Johnson feel the Knowledge Articles that will populate the “self-serve” section of the portal will also be a huge benefit for those coming to the portal with questions. 

“All of our Service Center employees have embraced the new system,” said Anthony Petracca, Manager. “Since we are adding other IP&O groups in stages, I know our staff will be ready when we roll out ServiceNow to the entire university.”