September 22, 2026
Contact: Lauren Dodd Thorp
Director of Communications
505-231-3667
SANTA FE — New Mexico marked a major step in modernizing state government this week, celebrating the official launch of a statewide platform that streamlines service delivery and strengthens support for every agency.
The New Mexico Department of Information Technology (DoIT) is rolling out ServiceNow to lead the change.
"This platform clears the bottlenecks that slow down tech fixes, letting our workforce stay focused on delivering results for agencies and the public," said Manny Barreras, cabinet secretary and state CIO.
The new service hub replaces slow, email-based requests with a clear catalog where employees can quickly specify what they need, from password resets to new hardware. Automated workflows move each request through approval and completion, eliminating the back-and-forth by email that used to stall progress. Employees can submit and track everything from their phones, giving them real mobility and transparency.
The new system will also serve roughly 30 to 40 partner agencies, including the state’s district and magistrate courts and the Administrative Office of the Courts, as they join DoIT’s shared IT and HR support services.
"We handle somewhere between 5,000 and 6,000 phone-related requests alone every year, on top of password resets, software, hardware and network access," said Andre O'Brien, DoIT's deputy director of operations. "Now employees can submit those requests themselves, track them and get updates, instead of waiting on an email to land in the right inbox."
DoIT deployed the new platform in about eight weeks, a timeline that reflects the agency’s focus on getting new tools into employees’ hands quickly. DoIT worked closely with ServiceNow and implementation partner Slalom to bring this platform online.
Employees with questions can reach DoIT's help desk through the new online portal, https://servicedesk.nm.gov, available anywhere, on any device.