Service Management Platform (SMP)

The U.S. Patent and Trademark Office (USPTO) is excited to launch Service Management Platform (SMP) effort as an opportunity to engage industry in an intentional, innovative, and insightful way. The USPTO is at the cutting edge of the nation's technological progress and achievement and information technology underpins every action and workflow process within the USPTO. The USPTO is the issuing authority for United States (US) intellectual property (IP) rights for patents and trademarks as such, an important component of the USPTO agenda is digital transformation to improve and enhance granting U.S. patents and registering trademarks. The USPTO's mission is to drive U.S. innovation, inclusive capitalism, and global competitiveness.

Service Management Platform currently consists of the IT Service Management (ITSM) Professional and the IT Operations Management (ITOM) Professional modules of ServiceNow. The Service Management Platform (SMP) leverages established policies and structured processes, performed by the USPTO to plan, deliver, operate, and control the information technology (IT) services offered to customers.

The current ITSM product (Service Now) manages the workflow of service delivery of the following: Request fulfillment, Incident Management, Knowledge Management, Problem Management, physical Asset Management, Change Management, Release Management, Service Level Management, Configuration Management Database (CMDB) and other integrated solutions along the organization value stream. The current ITOM module is leveraged to conduct discovery operations of USPTO enterprise environment.

USPTO is conducting market research to leverage the platform and additional ServiceNow modules, increase adoption of ServiceNow capabilities through formalized training, and enable citizen development on the platform. The USPTO is looking to leverage the platform to reduce complexity and technical debt across the agency.