Modesty would normally prevent me from writing about myself. I only reluctantly dipped a toe into the world of social media, thinking, who would care what I’m doing or saying? But we’re in an era of self promotion, my boss said to post this, and it’s good publicity for the university, so let’s embrace this…
About four years ago USF ITS replaced its antiquated service management application — used to create help tickets — with a modern, web-based application built for the Web 2.0 era. Along with allowing us to improve our service processes and self-service forms, ServiceNow gave us the side benefit of being able to create custom applications for groups like One Stop, One Card and Campus Security, the Office of Online Education, and the Office of Communications and Marketing.
Last year, an application for initiating and reviewing budget requests was a big hit with the Center for Institutional Planning and Effectiveness and they’re back for another application to receive and fulfill student data requests. Currently, I’m working on an application for Development to track prospect research requests. Anything that has user requests, a service to be provided or projects to be tracked, and outcomes to be reported on, is a candidate for a ServiceNow application.
All of this work at USF hasn’t escaped the notice of our partners at ServiceNow. In the era of the “New Normal” in higher education we have to be very creative with our budget dollars. Some ServiceNow customers have teams of people and consultants creating elaborate custom award-winning applications that amaze even the folks at ServiceNow. At the other end of the spectrum at USF I am what they call the “Citizen Developer,” working largely alone, wearing multiple hats, and still stretching the use of the platform and producing value for the university. ServiceNow likes to highlight this kind of use as well and in May I will be a speaker for the second year at their annual conference. I also do regular sales reference calls for them about our experiences and am participating in launch publicity for an upcoming release.
Mutual admiration reached a peak recently when I was made a ServiceNow “hero” and a blush-inducing blog was posted on their community site. It’s a little loose with the facts, but a lot of fun. Thanks ServiceNow.
If you’d like to see the range of applications we’ve created at USF, check out my project website. If you’d like to explore what ServiceNow could do for your division or department, drop me a line at jmuomini at usfca.edu.