Ohio's New ServiceNow Capabilities with PSDS Pro

Discover what’s included and how to activate these powerful features.

A Major Upgrade for Digital Service Delivery

The State of Ohio recently upgraded its ServiceNow licensing from ITSM Standard to PSDS Pro, unlocking a full range of advanced public-sector digital tools. These are now available to all 25 agencies across the state.

This license includes everything from customer engagement tools and AI automation to advanced analytics and public-facing service delivery applications, all ready for you to use.

Public Sector Digital Services Core

Prebuilt, government-specific workflows for public-facing services like benefits, permits, records, and service requests. Streamlines case handling and improves transparency.

Customer Service Management (CSM)

A structured framework for managing constituent service cases. Reduces resolution times, improves service tracking, and simplifies agent workflows.

Engagement Messenger & Communities

Tools for live chat, messaging, and peer community forums. Increases citizen engagement and opens new, accessible communication channels.

Virtual Agent & Predictive Intelligence

AI-driven support that automates routine questions, suggests next steps, and reduces staff workload—freeing up time for high-impact issues.

Platform Analytics Advanced

Dashboards and reporting tools that give real-time visibility into service performance, trends, and KPIs. Drives smarter decisions with data.

DevOps Change Velocity

Speeds up development, testing, and deployment of platform changes using modern DevOps workflows. Helps agencies deliver improvements faster.

Vendor Manager Workspace

Centralized space for managing vendor performance, contracts, and relationships. Improves oversight and accountability.

Mobile Publishing

Launch mobile-ready experiences for constituents and staff. Makes public services more accessible anytime, anywhere.

Universal Request Pro

Combines requests across departments into one smart workflow. Improves routing, response times, and internal coordination.

Continual Improvement Management

Framework for identifying, tracking, and executing service improvement opportunities. Builds a culture of progress and accountability.

Walk-Up Experience & Outsourced Support

Manage in-person service desks and external support providers seamlessly within the platform. Enhances coordination and service quality.

Digital Product Release

Plan, coordinate, and release platform features efficiently. Supports structured change across agency teams.

Digital Portfolio Management

Oversee digital initiatives and projects with clear visibility into progress, timelines, and resource needs.

Let’s Unlock These Features, Together

At StarSevenSix, we help agencies turn new platform capabilities into real, working solutions.

Whether your team is looking to roll out digital service portals, automate case flows and approvals, set up analytics dashboards, train users on the new tools, or integrate PSDS Pro with your existing systems; we’re here to support you every step of the way.

We know the platform. We understand the public sector. And we know how to get it done quickly, securely, and with measurable results.

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Ready to Make the Most of Your New ServiceNow Capabilities?

Let’s identify what’s possible and make a build plan to get there.