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ServiceNow: Business Services & Service Offerings

As part of the implementation of ServiceNow, our ICIT services were reviewed and organized into categories of business services and service offerings.

A business service is university work or goods supported by our IT infrastructure. Some of the services we offer include email, student information systems, lab & classroom technologies, instructional activity technologies, etc.

A service offering is how we deliver the business service. It also allows for management of assignment groups, availability tracking, and managing SLAs at a more granular level. Examples of our service offerings are WINS, Lab & Classroom AV, Instructional Blogs, etc. 

You may notice these have changed slightly from how they were listed in HPSM, this was done to better align to industry standards and our current UW-W services. 

Below you’ll find the current listing of business services and service offerings. The business services are grouped into categories, these categories help organize the list, but will not be in ServiceNow.

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Welcome Aron Chowanec!

On behalf of the entire ICIT organization, we would like to welcome Aron Chowanec as the new Business Analyst for the AIS Team.

Aron’s responsibilities will include: providing operational support to campus offices for ImageNow, creating a better understanding of ImageNow processes, and maintaining an updated software inventory in order to comply with Data Asset Classification and Management policies.   

A UW-Whitewater alum, Aron comes to us from Quad Graphics where he worked as a Business Solutions Manager. Aron has extensive experience in application development, change management, and business analysis. Aron explains that one of the most important skills he has learned over the years is how to take complicated process flows and simplify them.

Aron, his wife Kristin, and their three sons, Tyler (14), Evan (11), and Max (9) currently live in Johnson Creek, WI. Rounding out the family are two cats and a dog.

With three boys in the house, Aron stays quite busy. When he’s not home keeping the peace, you will often catch Aron attending a sporting or musical event. On the rare occasion he finds some free time, Aron enjoys designing and developing his own websites.

Fun fact about Aron, he once wrestled a Black Bear on a dare in college……or did he? Maybe introduce yourself and find out the truth!

We are thrilled to have Aron join our team, please take some time to welcome him when you can!

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ServiceNow is Coming: What you Need to Know.

ServiceNow is a modern, cloud based IT Service Management platform that will be replacing HPSM. Nick Ciesinski has been working closely with our ServiceNow implementation partner Crossfuze and the configuration of our instance is almost complete.

There were a number of enhancement opportunities you identified with our current processes and we’re excited to say many of them will be available when we go live. We’ll be sharing more on these in a future update.

Anna Schuette-Reid, Morgan Fries and Kirsten Mortimer are in the process of developing training materials. The training sessions will take place in early March so keep an eye out for details on training dates and times.

We are still on schedule to go live with ServiceNow over Spring Break. As a reminder, ‘go live’ means that any new tickets, requests or changes after that date will be in ServiceNow. We will continue to work existing HPSM tickets, requests and changes in HPSM until they are closed.

As you’ve discussed with your manager, please continue to review the KB articles from HPSM, but do not update them inside of HPSM. Instead, please make updates to the articles on the ServiceNow Google Drive at this location: https://drive.google.com/drive/folders/0AKsASepOtEtoUk9PVA

Things you can do to get ready:
• Review old tickets, requests and changes in HPSM and close if they’re complete.
• Review and update your HPSM KB articles in Google Drive.

If you have any questions please reach out to your manager or Mary Acuna.

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Welcome Melissa Smiley!

On behalf of the entire ICIT Team, we would like to welcome Melissa as the LTC’s new Assistant Director of Campus and Learning Technology.

Melissa’s responsibilities will include: identifying audience technology adoption and tracking their proficiency, developing systemic evaluation methods and training workshops in areas of need, assisting with strategic planning and partnerships, and finally, guiding the LTC staff and supporting ongoing growth.

Melissa comes to us with previous experience in the UW System, starting with UW Colleges Online. There, she worked on auditing courses for accessibility, usability, and universal design; making recommendations or requesting course redesigns based on UDL standards and web accessibility criteria. Her most recent position in the UW System was with the School of Medicine and Public Health at UW-Madison as an instructional designer and educational technologist. She worked extensively on building relationships, implementing templates and course design strategies based on student needs, as well as advocated for SMPH faculty and staff regarding LMS needs.

Melissa, her husband (Dave), and their 5 children (Molly (14), Elizabeth (12), Catherine (11), Laney (7) and Luke (7)) live in the town of Ottawa, WI. They are joined by an elderly dog named Willow, who despite being fed by Melissa, favors Dave.

In her free time, you may find Melissa popping tags at a local thrift store, or on a camping excursion with her family at one of several National Parks. She loves to hike and has even admitted to listening to Christmas music ALL YEAR LONG. If she wasn’t a perfect fit for the LTC already, Melissa is also a super fan of the television program, The Office.

We are thrilled to have Melissa join our team, please take some time to welcome her the next time you see her!

“Would I rather be feared or loved? Easy. Both. I want people to be afraid of how much they love me.” – Michael Scott


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Welcome Anna Schuette-Reid!

On behalf of the entire ICIT Team, we would like to welcome Anna as our new ITSM Process Analyst.

Anna’s responsibilities will include: aiding and assisting in the transition from HPSM to ServiceNow, documenting processes and identifying opportunities to improve and automate ServiceNow, exploring avenues to improve knowledge-base management and developing standardized training for ICIT staff outside the Help Desk.

Anna comes to us from General Motors (GM) where she started in manufacturing application support at Janesville Assembly. She then expanded her scope to support applications at all GM manufacturing sites on 6 separate continents!  She excelled in her ability to define/refine processes used by all manufacturing IT support personnel, which led to her most recent assignment as Global Change Coordinator/Strategic Planning for GM’s IT Optimization project. 

Anna was born and raised in Janesville, WI. She has a husband (JR), two wonderful children (Leslie and Andrew), and a grandson (Sam).

If you are in search of a multi-instrumentalist to join you after-work rock band, you may be in luck! Anna is into all things music! She plays the piano, organ, dulcimer (mountain and hammer in case you were wondering), accordion, drums, guitar, ukulele and even a few more! When she’s not busy playing music, she loves to garden, cook, star-gaze, crochet and create beaded jewelry. She also just started to take up quilting.

We are thrilled to have Anna join our team, please welcome her the next time you see her!