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Enterprise Applications assists transition to ServiceNow


Nearly all Enterprise Applications staff members responded to help requests in Remedy, so the Enterprise Applications division went “all in” to support the planning for and implementation of ServiceNow. The Enterprise Applications leadership team led the effort by making the transition from Remedy to ServiceNow a major priority for staff.

Mechelle Clayton
Mechelle Clayton

Several Enterprise Applications team members took on ServiceNow Project Team roles. Among these were Mechelle Clayton, Anita Collins and Becky Arnold.

Mechelle Clayton, now Interim Vice Chancellor for Enterprise Applications, was a member of the Service Request and the Change Request workstreams, participating in the design and testing of various ITS processes, and representing Enterprise Applications/ITS Change Processes. She continues to be instrumental in leading an Enterprise Applications-wide effort to map Enterprise Applications business processes with ServiceNow functionality.

Anita Collins, Manager of Enterprise Applications Change Management, jumped into a Knowledge Practice Manager role when ITS made an “all-hands-on-deck” request for help in May 2019.

Meanwhile, Becky Arnold, ConnectCarolina Customer Service Finance Liaison, joined the ServiceNow Engagement Team to work on special projects.

Anita Collins
Anita Collins

Enterprise Applications Change Management staff members Rebecca Jones and Ellen Pautler kept division employees in the loop even before classroom training started with animated videos, online surveys, posters, weekly ServiceNow updates, and two off-site Enterprise Applications team meetings led by the EA Leadership team.

As the go-live date approached, Jones delivered eight formal classroom training sessions, and 18 drop-in sessions where staff members could set up their dashboards and create their “favorites.”

All of Enterprise Applications ServiceNow fulfillers completed training before ServiceNow went live.

Many other Enterprise Applications staff members pitched in to work on communications, user acceptance testing and transitioning tickets from Remedy to ServiceNow.


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