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: July 14, 2026.
Milestones
- In Progress
- AI Search: Leverage new ServiceNow AI capabilities and configure the platform for Incident, Service Portal, Virtual Agent and Mobile App. Status: In Progress
Community Development Pilot: Pilot to explore a community development model that provides access to IT teams to build departmental ServiceNow forms and workflows while maintaining security and reliability. Status: In Progress
MuleSoft Integration Phase 1: Supports API access to identify appropriate and secure access to data in ServiceNow from external tools. Status: In Progress
Now Assist Pilot: Pilot to explore ServiceNow AI capabilities and possible use cases for campus. 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
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
- Australia Upgrade: Mandatory bi-annual version upgrade. Status: Planning
Data Segmentation Phase 2: A multi-year project to segregate data by business unit and advance effective response and operations. Status: Planning
Order Management & Billing Consolidation Phase 2: Continue to consolidate order management and billing capabilities into the ServiceNow platform. Status: Planning
- Complete
- Aggie Enterprise Forms: Implemented a suite of Aggie Enterprise forms. Status: Complete
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: Complete
Data Segmentation Phase 1: Identified ways in which the Information Security Office (ISO) to restrict privileged information. Status: Complete
IS-3 Survey Form: The IS-3 Data Classification Survey Form is managed by the IT asset managers in schools, colleges and units. The form may be used to confirm owner and request data classification information from users with computing devices. Status: Complete
LanSweeper is an IT discovery & inventory platform which delivers insights into the status of users, devices, and software within IT environments. Status: Complete
Order Management & Billing Consolidation Phase 1: Transition to Proven Optics, which enables IET to consolidate billing capabilities on the ServiceNow platform. Status: Complete
Xanadu Upgrade: Mandatory bi-annual version upgrade. Status: Complete
Yokohama Upgrade: Mandatory bi-annual version upgrade. Status: Complete
Zurich Upgrade: Bi-annual version upgrade that requires extensive testing for all installed application modules. Compliance required by no less than 2 versions. Status: Complete