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Updated IT support portal provides simplified service for state customers

Wednesday, March 30, 2022

By Destiny Washington

The Office of Management and Enterprise Services recently launched an updated IT support portal that simplifies service delivery. Previously OMES used Cherwell ticketing system, but with an increase in service demand, there was a need to update the tools used to support customers.

Through the new portal customers will be able to worry less about technical issues and get back to serving Oklahomans.

The OMES Service Desk and the support portal are the core of state technology service delivery. It’s where all issues are reported, and requests are made so that the needs of state customers are met.

From 2019 to 2021, OMES had a 400% increase in daily service desk calls. That team now manages 36,900 devices daily. This uptick in demand revealed a need to update their IT tools.

Over the past five months, OMES worked closely with vendor ServiceNow to transition to an updated IT service management system. A new support portal at kicked off the first phase.

The support portal provides a one-stop-shop for customers to submit IT service requests, check the status of existing tickets, report an outage or issue and chat with a service desk technician.

ServiceNow is a cloud-based digital workflow automation platform. It has various modules that, when used together, can truly transform IT service delivery.

“Updating our IT Service Management tools and processes will dramatically change how we serve our customers,” said Jason Garrett, senior director of Customer Success. “It will improve efficiency in solving IT issues and, in turn, allow state employees to return to serving Oklahomans.”

We invite customers to view the ServiceNow walkthrough video or the quick start guide for step-by-step instructions on how to use the updated OMES Service Desk support portal.

The transformation is not yet complete, however. OMES continues to update processes in ServiceNow behind the scenes. The next phases include enabling business management for projects, roadmap planning, improving asset management tracking and analytics, and providing chatbots powered by automation. 

When a customer needs the support of their technology team, they expect the highest quality of service and industry knowledge. Our recent updates will allow OMES to deliver that next level standard of service.

OMES believes in the same standard of world-class service and the shared mission to serve those who serve Oklahomans. Be watching for future updates as OMES continues its journey of digital transformation and simplifying technology service delivery.

Last Modified on Jun 02, 2022