ServiceNow Platform
ServiceNow is a cloud-based workflow automation platform. It leverages a single data model architecture to connect people, functions and systems. It enables intuitive user experiences via a powerful workflow engine that helps organizations streamline and automate work tasks. The result is measurable improvements to customer experience and workforce productivity.
NC State leverages ServiceNow capabilities across multiple colleges and administrative units, including Human Resources, Information Technology, Facility Services, etc. The ServiceNow Platform is used to support end customers, inclusive of faculty, students, employees, parents and the general public.
IMPORTANT NOTE: The core platform, upon which various modules interact to form an integrated enterprise system, is owned by the Office of Information Technology (OIT) and supported by the ServiceNow Application Support & Development team. Ownership and support of individual ServiceNow modules is decentralized across IT and non-IT departments.
All license holders are entitled to:
- Incident Response and Request Fulfillment
- Platform Administration Services
Colleges and Administrative Units with embedded CSA Certified ServiceNow Developers are entitled to:
- Change & Release Management Services and Support
Colleges and Administrative Units with embedded Power Users are entitled to:
- Catalog Builder Training and Support
- Report Development Training and Support
- Service Operations Workspace Training and Support
Application development is considered "project" work. This includes requests to develop, change or enhance portal pages, forms, reports, catalog items, etc. Projects are evaluated, estimated and prioritized by the SNow Platform Manager, ITSM and ITOM Process Owners, based on customer input. Projects that impact multiple colleges and administrative units, involve multiple teams to deliver, or require financial investment outside of normal labor, require OIT PMO approval.
ServiceNow Support & Administration Services
OIT provides technical support services to End Users and End Customers and assists with ServiceNow platform-related issues, requests and inquiries via a 4 Tier Support Model:
- Self Service: Independently find solutions, get help, request common services and access knowledge articles and FAQs.
- Level 1 Agent Support: Staffed by the OIT Help Desk, handles a variety of ServiceNow related issues.
- Level 2 Application Support: Application specific teams that addresses complex issues and performs advanced troubleshooting.
- Level 3 Platform Support: This team handles complex technical issues related to platform configurations, enhancements, customizations and integrations to ensure the ServiceNow environment aligns with organizational needs.
- Level 4 Case Management: Vendor provided support.
OIT provides platform administration services to include:
- Annual Upgrade
- Environment Management
- Application Compliance
- Access and Credential Management
- Data Integration Services
OIT provides change and release management services to include:
- Annual release and deployment schedule maintenance
- Facilitating application level change and release management for all modules
- Ensuring that configurations are accurately applied and that version control is maintained
- Developing and publishing release notes
For more information please click on the "Help With This Service" button on the right side of your browser window.
ServiceNow Platform Features
Workflow Automation
- ServiceNow's workflow engine automates processes, reducing manual work and ensuring efficient task routing and approvals.
Service Portal
- ServiceNow provides a user-friendly service portal for customers and employees to request services and access knowledge articles.
Knowledge and Collaboration
- ServiceNow offers features for collaboration and community building, enabling knowledge sharing and problem-solving among users.
IT Service Management (ITSM)
- ServiceNow helps organizations manage their IT services and streamline service requests, incident management, problem resolution, and change management.
IT Operations Management (ITOM)
- It includes features like discovery, event management, and orchestration to optimize IT infrastructure and operations.
HR Service Delivery (HRSD)
- This feature supports HR processes by automating tasks like onboarding, employee self-service, and case management.
Security Operations (via ITSM)
- ServiceNow aids in security incident response to enhance an organization's security posture.
Integration Hub
- ServiceNow can integrate with various third-party applications and systems, facilitating data exchange and process coordination.
Performance Analytics
- This feature offers data-driven insights through dashboards and reports to help organizations make informed decisions.
Machine Learning and AI
- ServiceNow incorporates machine learning and AI capabilities to enhance automation, predictive analytics and problem resolution.
Mobile App
- ServiceNow provides a mobile app for on-the-go access to its services and workflows.
Customization and Extensibility
- The platform is highly customizable, allowing organizations to tailor it to their unique needs through configuration and development.
For more information about services and features, please click on the "Help With This Service" button on the right side of your browser window.
Customer: The Customer is the consumer/purchaser of OIT services. Relative to the ServiceNow Platform, the customer is most often an IT Director/Manager within a college or administrative unit. Process owners who offer IT Service Management (ITSM), IT Operations Management (ITOM), HR Service Desk Management (HRSD) and Process Owners of various ServiceNow Custom Scoped applications are also customers of the ServiceNow Platform team.
End User: The end user is the individual who uses the SericeNow Platform to provide services to the End Customer. Relative to the ServiceNow Platform, the end user is most often a help desk analyst, a member of a level 1 or level 2 support team or a case management team.
End Customer: The End Customer is the individual who uses the ServiceNow platform to request services. Relative to the ServiceNow Platform, the end customer is most often including faculty, students, employees, parents, or the general public.
Process Partners: Process owners who offer IT Service Management (ITSM), IT Operations Management (ITOM), HR Service Desk Management (HRSD) and Process Owners of various ServiceNow Custom Scoped applications. Process partners are peer groups collaborating with the ServiceNow Platform team who work together to meet the organization's needs and ensure the platform's key metrics are achieved: manageability, performance, upgradability, security and user experience.
Service Provider: The Service Provider refers to the organization that offers its services in exchange for payment. In the context of this agreement, the Service Provider is OIT Technical Support Services’ ServiceNow Platform Administration and Development team.
In most cases, a license is required use the ServiceNow platform. Various modules have their own license/cost structure.
IT Service Management License via Group Membership:
ServiceNow IT Service Management license (ITIL) is $37.50 per user per month. When adding a new user to an IT Service Management (ITSM) group, an ITIL license will be automatically assigned to them. The licensee incurs a monthly cost, which will be reflected in the billing or cost allocation associated with the user.
It is important to note that student workers and interns can use an ITIL license with $0 license fees to NC State.
Questions can be sent to the ServiceNow platform team at ‘Help With This Service.’
HR License via Group Membership:
Human Resources groups will inherit the roles associated with the parent "HR" group of 'sn_hr_core.basic' role to all assignment group members. The HRSD contract is based on the IPEDS headcount for the given period. For questions about HRSD licensing costs, please submit an inquiry to HRNowSupport@ncsu.edu.