As part of our ongoing efforts to improve Division of IT services, the Service Delivery and Support team is announcing our next planned release. These changes will be effective tonight, Thursday, December 14th. These changes primarily impact Division of IT technicians and our IBM partners. Our customers should not recognize any changes in functionality during this release. The release notes are as follows:
- The Service Desk will now have the ability to look up information based on VIP ID in addition to the network username.
- We are reducing the amount of information required to submit a non-custom request (e.g. the generic request form)
- The contact phone number will now be optional
- The user information is captured in the tool and will not be displayed on the form
- There will also be some changes to the Work Type field, pertaining to both incidents and requests.
- The work type on incident tickets will be view only. The classification will default to incident, and cannot be changed.
- The incident option will be removed from the dropdown menu on request tickets.
- Any old requests with “incident” selected will remain. However, if the classification is changed from incident, it cannot be reclassified later as an incident again.
- The Incident metric warning message will be upgraded to provide more details about the warning and triggering percentages.
- A new knowledge base has been added to ServiceNow: Division of IT Processes and Procedures. This knowledge base will be used to control DoIT process documentation. We will migrate processes to it over time. The knowledge base is accessible to ITIL users through the Knowledge link under Self Service in the navigation bar, and from the link above.
- Note: We have not removed the process links from the UTS Gateway. As new processes are migrated to the knowledge base, the process links in UTS Gateway will be updated to the knowledge base location.
- Revised versions of Procedure to Establish a DoIT Procedure, and DoIT Procedure Template have been approved and released. The procedure is required for approval and release of any DoIT process or procedure. Joyce Shealy is the owner of the procedure and the knowledge base. Please contact her with any questions, or to begin the release process for any processes and procedures you are revising.
- The following previously approved and released procedures have been migrated to the new knowledge base:
- Incident Management Process
- Change Management Process
- Communication Planning Documentation Related to IT Changes
- Want to learn more about what ServiceNow can do for you? Check out some of ServiceNow’s tips and tricks in the DoIT ServiceNow knowledge base.
On another positive note, since we have implemented the Incident Management process on November 27th, our data around Incident records has vastly improved. Over these past three weeks, we have decreased the number of records classified as incidents in ServiceNow by 82%. We are proud of all of the hard work and energy from the Service Desk in accomplishing this task. Thank you!
We appreciate your ongoing participation as we begin to implement our release schedule. If you have any feedback, questions, or concerns, please let us know.
Thank you,
Service Delivery and Support