Dear <<First Name>>,

This bulletin is provided by CEnet to inform and support member dioceses.

In this edition, Parramatta Diocese introduces the Self Service Portal in ServiceNow, another outstanding Catholic Learning Online Event and student innovation in the Diocese of Wollongong.

We hope you find the information of interest and we welcome your feedback and suggestions. 
Enhancing IT Support

The ServiceNow IT Service Management (ITSM) platform provides tools to facilitate the tasks and workflows associated with the management and delivery of quality IT services.

CEnet implemented ServiceNow in 2015 to provide ticketing for the CeSIS and CeFMS projects and to support the CEnet Services.

The CEnet ServiceNow instance supports the ONCE philosophy. It is a multi-tenanted solution with Domain Separation enabling each Diocese to have its own domain and data segregation on the shared CEnet instance while still allowing a Diocese to allocate incidents to CEnet and request services from the CEnet Service Catalog.  Since the implementation of this Software as a Service (SaaS) tool, a number of Dioceses including Parramatta, Broken Bay, Maitland - Newcastle, Toowoomba and most recently Townsville, have chosen to implement the solution for their Enterprise or IT System Management.

The following article provided by Judy Wood, the Enterprise Services Desk Manager at Catholic Education Diocese of Parramatta explains how ServiceNow has been successfully implemented to meet local needs outlines the benefits that it provides.
Parramatta Diocese introduces the Self Service Portal in ServiceNow

Portal Dashboard

Upon logging into the Self Service Portal, users will see the following dashboard.
What staff can do in the new Self Service Portal
The Self Service Catalogue, Knowledge Base and Live Chat have been introduced as features of the new Self Service Portal.
  • The Knowledge Base is a central repository (a common storage space) that will provide links to the many resources that each service area maintains.
  • The Knowledge Base will serve as a ‘self-help’ option for staff in resolving their queries
  • Over 450 Knowledge articles currently in our Knowledge base, with more to come
  • Staff can submit their own tickets directly to the Service area at any time
  • The new dashboards provide a summary of tickets that are Open, Closed, on the staff member's Watchlist, or Awaiting their Action
  • Connect instantly with the Enterprise Service Desk (ESD) for Level 1 support
  • Live Chat is available weekdays between 8am to 4pm
  • A ticket can be created directly from the chat if required
Why we decided to change
  • Promote awareness of the Enterprise Service Desk - who we are and what we do
  • Promote the Knowledge Portal and Service Level Agreements
  • Encourage efficiency and timeliness in query resolution
  • Enable better engagement with our Service Areas and School Communities
  • Improve our overall Service delivery by making Self Service as seamless as possible
Feedback from Pilot 

The Self-Service portal was piloted with two schools and two CEO service areas. The below is a sample of feedback provided by staff.
“‘I like the look of the front page.  Everything is straightforward and seems very easy to navigate through”

“I like how it feels like you're on a video chat and the responses are there from previous conversations. Easy to see how many tickets are still open and waiting to be resolved and which ones I still have to respond to . The ability to actually talk to someone (via chat) if you need to. Less steps involved, quicker response is fantastic”
St Margaret Mary's Primary, Merrylands

“I love the dashboard and visual summary of cases. I like the way the cases are broken down. Its straightforward and easy to navigate”

“Very clear and simple - not busy. I liked the chat option.  I would like to add that it is a fantastic tool”

Work, health & Safety (CEO)

“Overall this is great, especially the self-service. I think it will really help the schools in finding information and actually logging tickets but also utilising the live chat function”

“I really like the new functions that are available to us. The ability to see where your ticket is up too as well as the knowledge base that is available. Another thing which is great is the “Chat” function”
Cerdon College, Merrylands

“The portal is clean and pleasing to the eye”
TechOne Systems & Processes (CEO)

When using a common solution, CEnet member dioceses have the opportunity to benefit from the experiences and solutions developed within the membership. To facilitate this sharing, CEnet has formed a number of Business User Groups (BUGs), which bring together expertise from across the membership to share their experiences and discuss their activities.

To register your interest in receiving more information about CEnet Business User Groups click here or use the button below. 
Contact CEnet About BUGs
Catholic Learning Online Events

Fifty participants attended the last Term 2 Catholic Learning Online Event (CLOE) on 16 September which was presented by John Hession from the Diocese of Broken Bay. The workshop showcased the features of Google’s Tour Creator which enables users to develop immersive experiences by creating virtual reality tours.

Participants in the CLOE learned how to create a virtual tour resource as a stimulus for learning across the curriculum. Participants explored an example resource created to provide students with a virtual tour of a cultural heritage site to view ancient rock carvings in a location that would be impractical to visit on an excursion.

The session concluded with participants using an online collaboration tool to brainstorm ideas for use of Tour Creator in their schools.

You can see the work that John has been doing with Tour Creator by clicking here.
Tour Creator Workshop Image
Participant comments:

"I've come across Google Tours before, but had no idea on how to create one - this webinar made it clear it isn't as complicated as I first thought and I will endeavour to implement this in my teaching, for sure!" 

"Great linkage to curriculum outcomes, practical examples and inspiring"

"Thank you for including us in this opportunity. From Bourke, so a great PD for me to share"

"Thank you for communicating these opportunities... and making it easier for us to access tools that allow us to continually up skill our knowledge base" 

"Great session John. Thanks for sharing this resource and your knowledge. Loved the focus on indigenous sites"

"There are so many positive applications for this in school in particular bringing the outside world into the classroom. This is particularly important during COVID when travel is restricted."

"Amazing tool for us to use as we are rural and remote. Can lead to a high level of interest in a range of topics"

Upcoming Catholic Learning Online Events: 

Note that there have been changes to previously published times to accommodate time differences between states following the commencement of daylight saving time.
  • Google Tour Creator 22 October 4.15 pm AEDT (Note new time)
  • Using SORA 29 October 4.15 pm AEDT (Note new time)
  • Using SORA 11 November 7.30 am AEDT
  • Using Seesaw 18 November 7.30 am AEDT
  • Using Seesaw 26 November 4.15 pm AEDT
Register interest in participation in upcoming events by clicking here or by using the button below.

Catholic Learning Online Events is an initiative involving members of the the CEnet eLearning Working Group and others, that aims to identify and support areas of common need for professional learning in CEnet member dioceses.
Sign me up for a CLOE
Student Innovation

Students at Magdalene Catholic College have designed a housing to protect Compass Kiosks in use within the college.  Magdalene at Narellan is situated in Australia’s fastest growing local government area and is one of DoW’s larger schools with over 1,000 students in years 7-12.

Magdalene wanted to install a number of Compass KioskLites in their new building to allow students to quickly tap their RFID-enabled CompassID Cards on the KioskLite to instantly access a range of functions.

The concern was that in placing the units throughout the building they may be damaged by robust student use. The problem was handed over to a senior design and technology class.
Compass Kiosk at Magdalene College
The students took on the project to design a housing that enabled the kiosks to be mounted safely and securely on the walls throughout the building and the design is now in use, which has resulted in even greater use of CompassID Cards.

You can read more about the student innovation at Magdalene Catholic College in the Term 3 ONCE Newsletter
Term 3 2020 ONCE News

The latest edition of ONCE News is now available.

Inside this edition
  • CeSIS/CeFMS project update
  • Catholic Learning Online Events 
  • Collaborating on Cybersecurity
  • CEnet’s two-time award-winning culture
  • Student innovation in the Diocese of Wollongong
  • and much more!
Read It Now
Share a Story

The CEnet Member Bulletin provides a great opportunity to share information about activities occurring in member dioceses.

If your diocese has an interesting story to share contact us.
Share a Story
Bulletin Archive
In case you missed the earlier editions of the CEnet Member Bulletin, the archived documents are available here.
Share Share
Tweet Tweet
Forward Forward
Login now to access all of your CEnet applications.
Login Now
CEnet Website
CEnet on LinkedIn
CEnet on Twitter
CEnet on Facebook
CEnet on YouTube
This email has been sent to <<Email Address>>.
View CEnet’s privacy policy here.

Our mailing address is:
PO Box 584
Wollongong, NSW 2520

Add us to your address book

Want to change how you receive these emails?
You can update your preferences or unsubscribe from this list.