Brad Perkins — Los Alamos National Laboratory
James H. Mather — Pacific Northwest National Laboratory
Jimmy Voyles — Pacific Northwest National Laboratory
Jennifer M. Comstock — Pacific Northwest National Laboratory
Sherman Beus — Pacific Northwest National Laboratory
Katarina Maria Younkin — Pacific Northwest National Laboratory
Mike Alderson — Pacific Northwest National Laboratory
Min Liang — Brookhaven National Laboratory
Category
ARM infrastructure
Description
ServiceNow Home Page
In late February of 2016, ARM replaced its legacy Engineering Change Management and Task Tracking software tools with ServiceNow™: a FedRAMP-compliant, cloud-based, service and project management system. Projects tracked in this system range from minor software changes to the development of new data products and the deployment of the mobile facility. The initial deployment included importing all historical and active engineering project data from ARM’s ExtraView system and incorporating the processes handled by the former Baseline Change Request and Engineering Change Request systems into new re-engineered workflows. ServiceNow was selected during a year-long, ARM-wide, requirements gathering effort during 2014-2015 that included looking at several commercial options. An ARM development team worked with ServiceNow professional services during the last half of 2015 to implement and deploy the initial system. In the year since, we have continuously worked to improve these tools and have developed new, or enhanced existing, workflows for ARM Engineering and Infrastructure teams. We have also implemented ServiceNow’s Help Desk system to support ServiceNow users, and provided Site Data System support to handle and track questions submitted via the new ARM website. ARM’s ServiceNow system includes a Knowledge Base and Collaboration tools. The ServiceNow platform provides tools to build custom task-based/workflow-driven applications. ARM plans to migrate our existing Field Campaign tracking and Site Access Request tools in 2017 and beyond. The ServiceNow platform is constantly updated. ARM will be upgrading to a newer version in 2017 that will provide new capabilities and improvements for mobile device users. ServiceNow self-service accounts are available to all ARM users.
