Enhancing Government IT Services Through a Modern, User-Centered Platform

The Minnesota IT Services (MNIT) Enterprise is modernizing its IT service management platform by replacing the outdated BMC Helix system with ServiceNow, a scalable, secure, and user-friendly solution. Backed by $1 million in Technology Modernization Fund (TMF) support, this project will transform how IT support is delivered across state agencies—simplifying processes, enhancing visibility into ticket status, and improving both employee productivity and customer satisfaction. With over 35,000 tickets created monthly, the move to ServiceNow ensures faster, smarter, and more transparent resolution of technical issues for state employees and partners.

ServiceNow will bring major improvements to MNIT’s operations by automating common workflows and consolidating multiple ticketing processes into a streamlined, integrated environment. The implementation will support key modules such as incident, change, asset, and request management—eliminating the need for staff to open multiple tickets for a single issue. It also improves access to dashboards, data, and performance metrics, enabling MNIT and agency teams to track progress, identify bottlenecks, and continuously improve service delivery.

A central goal of this project is to increase transparency and usability across the state’s IT support ecosystem. Users will be able to more easily track the status of their support requests, while MNIT gains a more resilient and secure foundation for managing enterprise risk and supporting digital service continuity. With ServiceNow’s robust capabilities, MNIT can better respond to evolving technology needs without costly customizations, while also positioning itself to adopt additional modules in the future.

The project is structured to go live by January 1, 2026, before the end of the current vendor contract. Design workshops, data migration, system deployment, and user acceptance testing will be executed with a strong focus on user-centered design and avoiding unnecessary complexity. A dedicated steering team will guide system enhancements and future roadmap planning, ensuring long-term alignment with state technology priorities.

Value: This project delivers a modern, secure, and customer-focused IT service management platform that improves response times, transparency, and employee productivity—strengthening Minnesota’s digital service infrastructure and enabling more efficient government operations.