Order Management & Billing Consolidation
Information and Educational Technology (IET) is upgrading to a new order management and billing experience, leveraging Proven Optics and ServiceNow, the cloud-based suite of applications for IT and business operations at UC Davis.
Vision
Deliver a unified, predictable user experience for requesting and managing services by simplifying processes, enhancing transparency, and providing more efficient tools.
Phase One: Optimize Order Management & Billing for Select IT Services
In this phase, ServiceNow replaces or is optimized to better serve a growing number of requests for select IT services. In fall 2025:
- Service Requests: ServiceHub supports cellular, toll-free, and expanded Data Center services.
- Account Management: Data Center customers manage billing, contacts, and service changes in ServiceHub.
- Billing Access: Authorized Telecommunications Representatives (ATRs) with ServiceNow licenses access billing information in ServiceNow. Unlicensed ServiceNow ATRs access billing information via ServiceHub.
Note: We are starting with a defined set of IT services in Phase One. Additional services will be included in future phases.
What is Changing in Phase One?
Expand each section to learn how the upgrade will impact each suite of services.
Cellular Billing & 800 Number Service Changes
- Request cellular and toll-free services: Continue to use a ServiceHub form to make requests.
- Request changes to billing contacts: Will be available in the ServiceHub instead of Pinnacle.
- Access billing information: Currently, ATRs get billing information from Pinnacle. After the upgrade, ATRs will have two options:
- ATRs without a ServiceNow license: Will have access to a simple spreadsheet with their billing data via the ServiceHub.
- ATRs with a ServiceNow license: Can log in to ServiceNow to see reports/dashboards and will be able to filter and sort data to meet their needs.
Data Center Services
- Request Data Center services: Campus constituents will utilize ServiceHub forms to request services for the following:
- Backups
- Firewall
- Network Attached Storage (NAS)
- URL Rewrite
- VPN
- Data Center Housing
- Network and Application Load Balancing
- Request changes to billing contacts: Existing customers will be verified and added to a contact list. New customers requesting services will be asked to identify a billing contact in their request.
- Access billing information: ServiceNow-licensed customers will get their billing information by logging into ServiceNow to view reports/dashboards. Unlicensed customers will have access to a simple spreadsheet with their billing data via the ServiceHub.
- Request changes or termination of Data Center services. Campus constituents will utilize ServiceHub forms to request that a service be changed or discontinued.
Benefits
Increased Efficiency
Multiple systems converge, with the ultimate goal of a streamlined order and billing experience.
Improved Stability
Stronger vendor support reduces the risk of service interruptions and data loss.
Enhanced Experience
Provides a consistent experience and expanded reporting capabilities for campus clients.
Phase One: 2025
Winter 2024
- Proven Optics chosen to replace homegrown and other vendor billing systems to provide a streamlined, consistent experience in ServiceNow.
- Proven Optics chosen to replace homegrown and other vendor billing systems to provide a streamlined, consistent experience in ServiceNow.
Spring 2025
- Initiate Phase 1 project, complete initial project planning, conduct discovery and analysis to confirm our requirements/user stories and processes, and prepare for implementation and vendor engagement.
- Initiate Phase 1 project, complete initial project planning, conduct discovery and analysis to confirm our requirements/user stories and processes, and prepare for implementation and vendor engagement.
Summer 2025
- Kick off vendor engagement with Proven Optics, start development work, and initiate communications.
- Kick off vendor engagement with Proven Optics, start development work, and initiate communications.
Fall 2025
- Target launch: October 2025.
- Target first billing process for the new system: December 2025.
- Conduct testing, deliver training, go-live, validate first billing cycle in new system, and provide customer office hour sessions.
Future Phases: 2026
- Continue optimization efforts.
The following training sessions and office hours will be offered virtually and links will be sent directly to intended participants. If you have not received emails about upcoming informational opportunities and believe you should be included, please complete the communications request form.
Topic | Format | Date | Time | Intended Audience |
|---|---|---|---|---|
| Forms | Training Session | October 22, 2025 | 4:00 to 5:00 p.m. | Data Center Customers |
| Forms | Training Session | October 28, 2025 | 2:00 to 3:00 p.m. | Authorized Telecommunications Representatives (ATRs) |
| Forms | Training Session | October 30, 2025 | 3:00 to 4:00 p.m. | Data Center Customers (FYI: This is a repeat of the October 22 session.) |
| Forms | Training Session | October 31, 2025 | 11:00 a.m to 12:00 p.m. | Authorized Telecommunications Representatives (ATRs) (FYI: This is a repeat of the October 28 session.) |
| Forms | Office Hours | November 4, 2025 | 10:00 to 11:00 a.m. | Authorized Telecommunications Representatives (ATRs) and Data Center Customers |
| Forms | Office Hours | November 6, 2025 | 2:00 to 3:00 p.m. | Authorized Telecommunications Representatives (ATRs) and Data Center Customers |
| Reporting | Training Session | November 19, 2025 | 2:00 to 3:00 p.m. | Authorized Telecommunications Representatives (ATRs) and Data Center Customers |
| Reporting | Training Session | November 20, 2025 | 2:00 to 3:00 p.m. | Authorized Telecommunications Representatives (ATRs) and Data Center Customers (FYI: This is a repeat of the November 19 session.) |
| Reporting | Office Hours | December 9, 2025 | 10:00 to 11:00 a.m. | Authorized Telecommunications Representatives (ATRs) and Data Center Customers |
| Reporting | Office Hours | December 15, 2025 | 2:00 to 3:00 p.m. | Authorized Telecommunications Representatives (ATRs) and Data Center Customers |