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Getting started with ServiceNow for Federal Service Management

What ServiceNow for Federal Service Management is for, who uses it, what you need before you start, and your first steps.

Applies to ServiceNow for Federal Service Management as it works today. Moraph updates the platform continuously, and this page is reviewed when it changes.

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On this page
  1. What it is for
  2. Who uses it
  3. Before you start
  4. Steps to get started
  5. Where to go next

Moraph resells, implements and runs ServiceNow as a managed service for federal civilian agencies, with a service portal and request workflows configured for federal needs such as PIV credential support and classified-network token requests. ServiceNow provides the platform; Moraph configures it, migrates you from your legacy ticketing system, and operates it day to day. Your agency keeps the decisions on policy, approvals and who gets access.

What it is for

Many agency help desks still run on ticketing systems that were built for a different era: separate queues for each bureau, email and phone as the main way in, and federal-specific requests such as PIV card problems handled through workarounds and paper forms. Employees do not know where to go, requests bounce between groups, and the agency cannot see how long things take. Moving to a modern platform is attractive, but configuring it for federal workflows, keeping it documented for the agency's authorization, and running it well takes skills many IT shops do not have spare.

  • Employees reach the help desk by phone and email, with no single place to ask for help or check status
  • Federal requests such as PIV credential resets and token issuance follow manual, paper-based steps
  • Requests pass between bureaus and fulfillment groups with no shared record of who holds them
  • Platform configuration and control documentation drift away from what the agency's authorization describes

Who uses it

  • Agency CIO offices replacing a legacy IT ticketing system
  • Federal service desk managers and their contracted help desk teams
  • Credentialing and identity offices that handle PIV and token requests
  • Information system security officers who maintain the system's authorization
  • Bureau IT leads who need a shared service portal across components

Before you start

  • Your organization uses ServiceNow for Federal Service Management as a managed platform from Moraph, under an agreement that covers it.
  • Licences for the platform vendor, bought through Moraph or under your own agreement with the vendor.
  • A Moraph account in your organization for each person who works with Moraph on the service.
  • Named technical and security contacts, recorded in the Moraph Portal.

Steps to get started

  1. Agree the scope of the managed service for ServiceNow for Federal Service Management with Moraph, including which environments and teams it covers.

  2. Name your administrators, technical contact and security contact in the Moraph Portal under People and access.

  3. Review the configuration baseline Moraph proposes for your regulations, and record any changes you need.

  4. Confirm how users will sign in, through your identity provider where the platform supports it.

  5. Agree the pilot group and the cut-over plan with your Moraph delivery lead.

Where to go next

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