As many of you know, the ServiceLink Transformation (zBoot) project is a significant undertaking by NYU IT to transition from our current instance of ServiceNow (which was heavily customized to meet a number of user requirements that are, in many cases, no longer necessary) to a new ServiceNow environment that removes many of these customizations in favor of the latest out-of-the-box functionality. This means the over 50 departments using ServiceNow will be able to take advantage of the latest features and enjoy an improved user experience for creating and answering tickets. It also introduces a new service portal to make it easier for our user community to find knowledge articles and submit and track their tickets. Finally, this transition will free us from technical debt, making upgrades and enhancements significantly faster.
HR, Benefits, and Payroll were the first groups to begin using the new environment, including the new service portal (support.nyu.edu), this past fall. And so far, they’ve received good feedback:
“The system allows us better reporting capabilities, collaboration with other teams, and integration with our phone software. We are continuing to find ways to take advantage of new features and capabilities in the application. We are excited to partner with the team again to move our other service center [FinanceLink] to the new system.”
Janet Salberg, Sr. Director, Shared Services
NYU – Finance and Employee Services
The project team is preparing to work with an implementation partner on the IT Service Management (ITSM) module, which is used by NYU IT and schools and units across the University. This work is being done in close collaboration with Michael Warden’s Global Service Management and User Success (GSM-US) team and in collaboration with our governance groups. In parallel, the project team is implementing the new Customer Service Management (CSM) module for the Campus Services team, which is scheduled to go live this summer. Continuing parallel work streams with partner expertise will allow the team to expedite the transformation.
Many thanks to the teams in Institutional Solutions Group (ISG), Project Management Office (PMO), and GSM-US for their outstanding work on this complex project.