ServiceNow is the IT Service Management (ITSM) solution in use at Bow Valley College since 2016.
Bow Valley College ServiceNow deployment supports the following services:
IT incident & technology request management (intake, workflow, and reporting)
IT Asset, Configuration, and software licensing inventory
Human Resources requests (automated onboard/offboard, contractor extension, etc.)
Facilities request management.
The Exception Request applies to the following ServiceNow modules:
- IT Service Management (ITSM): ServiceNow ITSM is a comprehensive suite of tools designed to support and enhance IT service delivery and management within organizations. It encompasses a wide range of IT service-related activities, including incident management, problem resolution, change management, and service request fulfillment. ITSM helps organizations ensure that IT services are aligned with business needs, improving productivity and end-user satisfaction. These ITSM processes are core to Bow Valley College IT Operations.
- Facilities Service Management (FSM): This module provides a single platform to manage the operations of facilities and help employees find assistance quickly. It supports visitor management processes, allowing organizations to efficiently manage visitor check-ins, badge printing, and security procedures. Facilities Service Management also offers insights, trends, and predictions in workplace services, workload, requests, assets, and issues, helping facility managers optimize space utilization and service offerings. Bow Valley College currently utilizes a prior version of ServiceNow FSM.
- Workplace Service Delivery: ServiceNow Workplace Service Delivery automates and simplifies tasks for a smooth-running workplace. It enables workplace managers to monitor and administer activities from a single workspace, improve employee collaboration with workplace insights and on-site presence visibility, and optimize the use of space with planning, insights, and reporting. The module also provides tools for employees to reserve workspaces, submit service requests, and report safety incidents
Over the next 3 years, Bow Valley College will be further investing in the existing ServiceNow modules to improve staff and learner request management experience, portal enhancement, request automation, forms retirement, and expansion of knowledge base. The College selected a ServiceNow Support partner for 3 in 2022 to assist with this effort.
The sole source request will be the second since initial partner selection via RFP (Request for Proposals) in 2016; first extension in 2019.
It is important to note that the sole source request will encompass licenses purchased to ensure compliance, without introducing any additional features.
