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Delaware Department of Technology & Information


ServiceNow


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Make work, work better

ServiceNow can help your agency simplify the complexity of work by transforming old manual work processes into new modern digital workflows. This gives your employees and customers a faster, simpler and easier experience. DTI has selected ServiceNow to provide IT Service Management (ITSM) in support of centralized IT services for their supported agencies. Other departments such as Transportation, Finance, State and Human Resources are using ServiceNow for their own digital workflows.

Some of the features of ServiceNow include:

Dashboards
Dashboards provide visualizations in a single location and allow flexibility and information sharing between users and teams.
Advance Work Assignments
Advance Work Assignments are used to assign tasks automatically to agents based on their availability and capacity with queues, routing, and assignment criteria.
Virtual Agents
Virtual Agent is a messaging interface providing immediate user assistance with common requests.
Visual Task Boards
Visual Task Boards give you a different way to allows users to create, view and update multiple task records, which appear as cards that can be moved between lanes, activity streams.
Knowledge Management
This is a feature that allows users to establish a process for capturing, sharing and searching for knowledge/information across subject areas that are important to your specific organization/team.

Managed Documents
This feature allows you to associate documents like Microsoft Word or Adobe PDF with a particular ticket or CI such as application or server.

Here are some ways ServiceNow can help your agency work smarter:

ServiceNow delivers a platform to allow you to transform your current manual processes into modern digital workflows. These workflows have been grouped into three areas:

Employee Workflows

Employee Workflows Icon
Help employees get what they need, when they need it, with Employee Workflows, so work happens smoothly across siloed systems and departments.

Learn More about Employee Workflows
Customer Workflows

Customer Workflows Icon
Your business depends on great customer service, so give customers the fast, simple, and easy experiences they deserve with Customer Workflows.

Learn More about Customer Workflows
IT Workflows

IT Workflows Icon
Transform the IT experience with digital workflows that make everyday work fast, easy, and productive.
 

Learn More about IT Workflows

Want to Learn More?

ServiceNow includes:

  • Welcome to Knowledge where the Knowledge Articles are based on user profiles.
  • IT Self-Service Portal Knowledge Base is a Knowledge Base which is internal to State ServiceNow users. Access to specific knowledge articles is based on a user’s profile. Only those articles available to you will be displayed, based on your login profile.

For Incidents, contact the DTI Service Desk. For general requests or enhancements go to ServiceNow Requests.