ServiceNow at UC Davis is a cloud-based platform used to streamline and support a wide range of services across the university. It provides a centralized system for submitting help requests, tracking issues, placing orders for services, and accessing support resources for students, faculty, and staff. Whether someone needs assistance with a computer problem, software installation, network access, or other services, ServiceNow offers an organized and efficient way to request and receive support.
ServiceNow at UC Davis helps manage workflows and service delivery across units. It enables campus teams to automate routine tasks, improve response times, and enhance communication around service needs. By using this platform, the university ensures that technology and administrative services run more smoothly and efficiently.
Roadmap at a Glance
Text alternative and descriptions are available under Milestones below. Last updated: August 19, 2025.
Milestones
- In Progress
- CMDB and CSDM: CMDB (Configuration Management Database) is a centralized repository within ServiceNow that organizes information about an IT environment (e.g., hardware, software components, and networks) for improved configuration management. CSDM (Common Service Data Model) is a standardized framework provided by ServiceNow to model and structure data within CMDB. Benefits of implementing these components include improved visibility into IT assets, faster incident resolution, compliance and audit readiness, and more. Status: In Progress
Data Segmentation: A multi-year project to segregate data by business unit and advance effective response and operations. Status: In Progress
LanSweeper is an IT discovery & inventory platform which delivers insights into the status of users, devices, and software within IT environments. Status: In Progress
MuleSoft Integration: Supports API access to identify appropriate and secure access to data in ServiceNow from external tools. Status: In Progress
Portal Accessibility: The ServiceNow portal needs to be accessible to all members of the campus community. Implementing web accessibility standards for an inclusive user experience. Status: In Progress
Proven Optics: Transition to Proven Optics, which will enable IET to consolidate billing capabilities on the ServiceNow platform. Status: In Progress
QuickView Migration to other, established campus applications. QuickView is a legacy homegrown application. Status: In Progress
ServiceNow Vault is a security-focused add-on that provides enhanced data protection, privacy, and encryption capabilities within ServiceNow. Some components have been implemented. Additional modules are progress. Status: In Progress
- Planning
- AI Search: Leverage new ServiceNow AI capabilities and configure the platform for Incident, Service Portal, Virtual Agent and Mobile App. Status: Planning
Community Development Pilot: Explore limited development privileges within ServiceNow to enable a Community Development model and understand the cost associated with this approach. Planning
Security Assessment to provide the foundation to engage with experts on design and architecture, make informed decisions about critical changes, secure the platform, and remove technical debt as utilization continues to grow. Status: Planning
Zurich Upgrade: Bi-annual version upgrade that requires extensive testing for all installed application modules. Compliance required by no less than 2 versions. Status: Planning - Complete
- Asset Inventory: Establish a single database for campus departments to record critical assets and data, and meet UC Davis and UC system-wide cybersecurity requirements. Status: Complete
Forms: Aggie Enterprise, IS-3 Survey Forms. Status: Complete
Xanadu Upgrade: Mandatory bi-annual version upgrade. Status: Complete
Washington DC Upgrade: Mandatory bi-annual version upgrade. Status: Complete
Yokohama Upgrade: Mandatory bi-annual version upgrade. Status: Complete