Application Systems Management

The Application Systems Management (ASM) Division supports more than 48,000 customers of the statewide finance, procurement, and human resource applications. By providing ready access to current, complete, and consistent information, these applications provide the functionality necessary to effectively manage statewide administrative processes, and allow Maryland's policy makers and agency managers to make informed business decisions.

ASM is committed to providing systems and services that meet the needs of our customers. If you should experience service or performance degradation, please contact the Customer Service Desk immediately at (410) 697-9700. Suggestions for application improvements and other non-critical, time sensitive issues can be emailed to the Customer Service Desk.

Information Technology Service Management (ServiceNow) Services

Service

Description:

The Maryland Department of Information Technology (DoIT) offers ServiceNow®, an IT Service Management (ITSM) framework. ServiceNow lets you consolidate fragmented tools and legacy systems, while automating service management processes. ServiceNow gives end-to-end visibility into Information technology practices that focus on aligning IT services with the needs of business.

Features and Benefits

Incident Management

Manage and track Incidents (a disruption to normal operations)
Create an incident from multiple sources
Prioritize and assign Incidents to appropriate groups
Ability to assign tasks associated with the incident
Track incident from creation to resolution

IT Operations Management
Customer Service Management
Performance Analytics & Reporting
Self Service Portal (available to Enterprise customers) where end users can:

Quickly and easily request password resets
Read Knowledge Base articles and view training materials
View scrolling live feed containing important IT news and announcements
Track and monitor service requests

Change Management

Track scheduled and planned changes to production environments
Help increase the speed and consistency in change implementation
Minimize risk and errors
Provide transparency and communication regarding changes

Dept. Owner:
Information Technology Service Management (ITSM) / ServiceNow Team

Service Owner:
Robert Ellis
robert.ellis@maryland.gov
410-697-9398

Support Contact:
DoIT Service Desk
service.desk@maryland.gov
410-697-9700

Status:
Currently offered

Eligible Customers

Enterprise Agencies	Yes
Standalone (Non-Enterprise) Agencies	No
Counties	No
Local Municipalities	No
Public	No

Notes:
N/A

Service Prerequisites

Before service can be offered the client must meet the following requirements:

DoIT Provided Services:	Active subscription to one of the DoIT provided services Staff with the need to assign and resolve incidents need an ITIL user account
Technical:	A maryland.gov account is required for access
Non-Technical:	For use by DoIT Enterprise Engineers A la carte as agreed upon by a customer and DoIT

Notes:
ITIL users must be approved by manager as there is a cost associated with this role.

Scope of Service

This section outlines the area of responsibility between the provider (DoIT) and the customer.

In Scope	Minor customizations to the out-of-the-box processes End user support Manage and maintain the ServiceNow platform Reporting
Out of Scope	Significant customizations that would require outside contractual assistance Onsite training
Customer Responsibilities	Must provide accurate contact information