IT Service Management (ITSM) Tenant

IT Service Management (ITSM) Tenant

About IT Service Management (ITSM) Tenant

The ADOA-ASET ITSM, built on ServiceNow, is a cloud-based solution that enables organizations to manage and track digital workflows within a unified, robust platform and to improve operational efficiencies by streamlining and automating routine work tasks.

Solutions for IT service and operations management, employee and customer experiences, low-code, and hyper-automation are part of the service offering. The platform includes core capabilities that digitize, connect, and automate siloed processes to create a workflow.

What problems it solves

IT Service Management (ITSM) organizes, monitors, and assists with the delivery of IT services to customers.

What the Service provides
  • Incident Management
  • Request Management
  • Change Management
  • Knowledge Management
  • Reporting Tools
  • Notifications
Benefits of this Service
  • IT Service Management
  • Automated workflows
  • Cloud-Based
  • Robust integration capabilities
  • Platform can be expanded through additional modules to meet business needs

 

Billing Unit: User/Month
Billing Code: 4620

 

Eligible Customers
  • All State Agencies, Boards and Commissions
Service Prerequisites
Scope of Service
  • Customers can request assistance or support via the ServiceNow Customer portal. Click on ADOA-ASET Service Desk. Select ServiceNow Support.
  • If you would like to add or decommission a service, please submit a service ticket via the ServiceNow Customer portal. Click on ADOA-ASET Service Desk and then select the appropriate service.
Service Commitment
  • Response Time: 24 - 48 hours (depending on severity)
  • Resolution Time: Dependent on issue
  • Support Time: 8AM - 5PM Monday - Friday (after hours on-call provided on production systems as needed)
Agency Responsibilities

Agencies that wish to become tenants of ServiceNow are responsible for paying for a monthly subscription and purchasing licenses. There are two licenses available:

  • Fulfiller License - Allows user full access to ServiceNow based on assigned role. Provides the ability to open, update and close Incidents, Request, and Changes.  Also provides for complete reporting capabilities.
  • Business Stakeholder License - Allows limited access based on assigned role. Useful for viewing reports and approving requests.
  • Additionally, the customer agrees that PII data shall not be stored in the ServiceNow instance.
ASET Responsibilities
  • Review proposed system enhancements and propose changes using the Change Control Process
  • Perform system upgrades released by ServiceNow
  • Maintain Production, Test and Development environments
  • Work with support vendor to remediate and resolve system outages or impairments
Related Services
How to order this Service

To order this service or for any questions related to it, please reach out to your Engagement Manager. Click here for a full list of Engagement Managers by Agency.