As part of our ongoing efforts to improve service delivery and support, we will be enhancing incidents in ServiceNow in the near future.
- To improve our customer service, we will be enhancing our Incident Notifications. The email notifications sent will be upgraded and delivers more relevant information to our customers.
- Within ServiceNow, the existing Closure Notes field will be renamed to Technical Resolution Notes. We are adding a new customer-facing field in the same tab called Customer Resolution Notes. The Customer Resolution Notes are visible to the customer, and Technical Resolution notes are not. Both fields are required when resolving an Incident.
- We will be making changes to user fields for system generated tickets. Going forward, it will not be possible to update the Caller ID and/or the Affected User on these types of tickets. This helps us capture clean data from the platform.
Problem Management Process
We have introduced Problem Management to Division of IT. Problem Management involves managing the lifecycle of IT service problems, diagnosing root causes of one or more incidents, and helping determine solutions to prevent future incidents from occurring.
Visit our Knowledge Base to learn more.
Monthly Meeting Update
Our June meeting update included: Incident Management, Problem Management, Service Delivery and Support Phase II updates, and more. View our slide deck by clicking the download link below.
If you have any questions, please do not hesitate to contact us.
Thank you,
Service Delivery and Support team