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ServiceNow
Automation of Enterprise Services customer/employee experiences. Called a Universal Service Management Tool (USMT), ServiceNow is an ITIL-compliant workflow system and database for managing user incidents and problems, IT hardware and software changes, hardware and software assets, and change management processes for the DOL IT infrastructure. ServiceNow also supports several Agency application Help Desks.
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ServiceNow
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A cloud based service for creating a single system of record for all types of technology business services managed by M/CIO. ServiceNow ITSM applications are built on a single platform as a service, offering a consistent and intuitive user experience through the entire IT Infrastructure Library (ITIL) service lifecycle. This is not classified as GSS. This is a client-facing IT system where M/CIO is the client.
Universal System Management Tool (USMT)
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USMT is an ITIL-compliant workflow system and database for managing incidents, problems, changes, assets, and configurations. It uses the BMC/Remedy COTS product to support several IT Help Desks, and change management processes for segments of DOL IT infrastructure.
DID(IT) - USCIS serviceHUB
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The USCIS serviceHUB is a tool developed by the Delivery Assurance Branch, automating the governance of USCIS SELC policies, providing engagement with various stakeholders in the project lifecycle through workflows, and providing key information on active projects through dashboards and reports.
Human Resources Services Center Employee Performance Management (EPM)
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OCHCO custom built performance management instance within the ServiceNow Service Automation Government Cloud Suite (SNOW SAGC)
Change Asset Problem Reporting System
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SSA's basic IT Service Management tool used to identify and track authorized changes to the Production IT environment; identify and track Incidents and Problems within that environment; support Service Desk interactions with internal users; as well as manage and track IT assets and configurable items within the Agency's CMDB. It runs on Hewlett Packard's Service Manager software.
SOA - Service Registry and Repository
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Services Registry and Repository to support the automation requirements for software distribution and management.
Telephone System Management Information (TSMI)
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TSMI provides configuration, management, function options, and maintenance procedures for the VoIP Station Manager. Station Administration functions include management information, configuration and management, and voice message reporting.
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