The ServiceHub 2023 project represents a significant transformative effort OIT undertook to connect the people and processes that deliver IT services to the state. In collaboration with our agency partners, we built ServiceHub on the best-in-class ServiceNow platform to serve as the central “hub” for technology service delivery, support and management. Powered by ServiceNow, ServiceHub streamlines and consolidates these critical functions into a single unified system.
Thanks to the hard work of many OIT team members in Phase 1 (IT Service Management (ITSM) Tool Suite - ServiceHub), the ServiceHub Customer Portal was launched in Phase 2, which consisted of fine-tuning the system to meet agency business needs and optimizing the customer experience, among other things.
We focused on incorporating agency feedback and business requirements in our transformational activities. This process ensured that we were ready to launch the new ServiceHub Customer Portal in the fall of 2023 and provide our customers with a modern, user-friendly experience when requesting technology assistance from OIT.