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HR User GroupServiceNow Webinar

July 8, 2019

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Agenda

Topic PresenterWelcome Ann Sager

ServiceNow Kate Hash

ServiceNow Service Portal Bryan Andregg

HR, Benefit & Payroll Service Requests Overview Ann Sager

ServiceNow Service Request Demo Ann Sager

Q&A All

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Welcome

Kate HashITS Chief of Staff

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ServiceNow

• ServiceNow is a service management platform• It replaces Remedy, which is over 20 years old• ServiceNow introduces lots of new, exciting

functionality

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ServiceNow Project Approach

• Big picture goals– For our users: a radically better user experience– For us: a more robust, industry standard system

• Immediate goal: decommission Remedy RFS!– Primary IT, but other functions, as well

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ServiceNow Project Approach

• The Project– Start to “finish” in five months– Work stream membership from across campus– Intense timeline and team involvement– Refined scope to support success

• Progress, not perfection• The plan: go live and constantly iterate

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ServiceNow Go-Live

• Publicly available: July 30th• Help.unc.edu will be ServiceNow• Soft launch: July 25th for fulfillers• End user support• 962-HELP, Option 3 (Business Systems Help Desk)

• Online tickets or chat

The ServiceNow Service Portalhelp.unc.edu

Bryan AndreggIT Manager, School of Public Health

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help.unc.edu - today

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help.unc.edu - today

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help.unc.edu - ServiceNow

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help.unc.edu - ServiceNow

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help.unc.edu - ServiceNow

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help.unc.edu - ServiceNow

HR, Benefit & Payroll Service Requests Overview

Ann SagerSenior HR Business Analyst

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ccinfo.unc.edu

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Topics

• Tickets– Service Requests – have specific routing

• To be used for HR issues

– Incidents (something’s broken) – go to the IT Service Desk

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Tickets

• Searching– Services Main Search Bar– Catalog– Categories

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Searching – Main Portal

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Searching Requests

Shows Popular Items

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Searching by Category

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Matrix

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DEMO

Ready for a DEMO?

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Questions?