In fall 2025, Information and Educational Technology (IET) upgraded 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. Now that Phase 1 is complete, IET is planning future phases of this project.
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 (Complete)
In this phase, ServiceNow was optimized to better serve a growing number of requests for select IT services. In fall 2025, the following was completed:
- 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.
What Changed in Phase One?
Expand each section to learn how the upgrade impacted 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: Available in the ServiceHub instead of Pinnacle.
- Access billing information: ATRs now have two options:
- ATRs without a ServiceNow license: Access a simple spreadsheet with their billing data via the ServiceHub.
- ATRs with a ServiceNow license: Log in to ServiceNow to see reports/dashboards and can filter and sort data to meet their needs.
Data Center Services
- Request Data Center services: Campus constituents 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 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 get their billing information by logging into ServiceNow to view reports/dashboards. Unlicensed customers access a simple spreadsheet with their billing data via the ServiceHub.
- Request changes or termination of Data Center services. Campus constituents 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 (Complete)
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
- Go live: October 31, 2025.
- Target first billing process for the new system: December 1-3, 2025.
- Conduct testing, deliver training, go-live, validate first billing cycle in new system, and provide customer office hour sessions.
Future Phases: 2026 (Coming Sooon)
- Continue optimization efforts.
There are currently no training sessions or office hours scheduled.