Chancellor's Office Internally Launches New Online Help Desk for Technical Requests

Chancellor's Office Internally Launches New Online Help Desk for Technical Requests

The California Community Colleges Chancellor’s Office recently internally launched ServiceNow, a single help desk portal for college, district and agency staff to request technical services. The Information Technology Service Management product replaces multiple custom applications previously used by the Chancellor’s Office for help desk functionality, Management Information System (MIS) and other research requests.

ServiceNow was deployed internally with existing use-cases in mind, and its transition to maintenance and operations are nearly complete. A next phase, which will include the launch of a public-facing request portal, is being planned and more information is forthcoming.

“ServiceNow was selected out of a field of 10 solutions because it best met the current requirements and future needs of our modest-sized agency,” said Christopher Anderson, Director of Application Development and Network Support. “It consolidates all intake methods—such as email, self-service, phone, and walk-up—within a suite of cloud-hosted applications that provides a self-service request (or “incident”) tracking and internal IT asset management, all in an easy to use and low-code development platform.”

For questions regarding ServiceNow implementation, please contact Barney Gomez, Vice Chancellor, Digital Innovation and Infrastructure, at bgomez@cccco.edu.