As many of you will be aware, we have made efforts over the last 8 months to improve the way we deal with system outages and failures. All follow-up actions have been recorded on SharePoint and managed by the Service Management Team, the effect being that more of these actions have been seen through to […]
Yearly Archives: 2015
2015
SLA Changes
Since go-live SLAs on tickets have exhibited undesirable behaviour, leading to difficulties when reporting.  All SLAs were showing as Completed whether or not they still met the criteria for the SLA, making it difficult to distinguish between the current active SLA and previous ones that no longer applied. A fix has gone in that sets […]
User Records & Flyout Windows
Previously, when looking at a user’s record in ServiceNow, it presented a large number of unused or unnecessary fields. The form has been tidied up to present only useful information relating to account, role, location and contact details. The flyout window when hovering over the “i” next to any User field also used to […]
Application Menu Changes
The Application Menu on the left side of the interface has been tidied up and adjusted to make menu items clearer and more useful. A self-service application has been added that replicates some functionality of the customer portal, allowing all users to see their own tickets in the main interface. It also includes a link […]
New Dashboards
A set of dashboards has been created that allow people to get a better overview of their work at an individual, team and departmental level. These dashboards include a series of charts, tables and gauges to identify workloads and priorities based on ticket volumes, age, category and other factors.
Project Management update
The Project application is now live and in use. The project portfolio and project work packages have been imported from Trac as Projects and Project Tasks. Subsequently, email notifications have been created relating to Project Tasks for actions such as assignment, updating and closure.
Change Tweaks in ServiceNow
Tweaks to the Change process in ServiceNow include: Comments are mandatory on Rejected Approvals Change Tasks must be completed before the Change can be closed Additional affected CIs will show the Change on their CI records Additional menu items “My Change Requests” & “My Groups Change Requests” have been added
Miscellaneous Improvements
The default tab title has been changed to “UoS ServiceNow”. Additionally, when viewing an individual record (e.g. Incident, Change etc) it displays the record number and short description. This helps differentiate between different windows for those who work with multiple tabs open. The favicon has also been changed to the University standard. To help differentiate […]
Welcome to the new Service Management blog
Welcome to our new blog! The Service Management team (Michael Shaw, Nick Hynes, Carolyn Denton, Graham Morgan, Rob Arnold. Keith Trinder, Alexandra Linington and Rhiannon Bennett) will be using this blog to update you on everything Service Management including ServiceNow, change management and comms. The aim of the new blog is to keep you informed […]
Service Management newsletter – issue 8
The eighth issue of the Service Management newsletter can be found here: Newsletter_Issue_8_v1_1 This issue includes information regarding: Wessex NETSCC – Another department benefiting from ServiceNow. Enhancements & improvements – SLA Due Calculation Surveys – Finding out what users think of our services.
Service Management newsletter – issue 7
The seventh Service Management newsletter can be found here: Newsletter_Issue_7_final This issue contains information regarding: Remedy database –Old tickets available for referencing. The service development journey –Visual guide for future projects. Enhancements & improvements Feature area – ServiceNow in Numbers. How to… – More hints & tips.
Service Management newsletter – issue 6
The sixth issue of the Service Management newsletter can be found here: Service_Management_Team_Newsletter_Issue_6 This issue includes information regarding: Portal mock-ups – The next step for portal usability improvements Change module live – The latest ServiceNow module Interfacing – Linking ServiceNow with other applications How to …. – More hints and tips.
Service Management newsletter – issue 5
The fifth issue of the Service Management newsletter can be found here: Newsletter_Issue_5_v1_1 This issue contains information regarding: Choosing your route – This guide is dedicated to you Taking a shortcut – The easy way to search and navigate through the guide Looking ahead – keep your eye peeled for future enhancements Mind the gap […]
Service Management newsletter – issue 4
The forth edition of the Service Management newsletter can be found here: Newsletter_Issue_4_v1_1 This issue contains information regarding: Finance and ServiceNow – The benefits of using the system Superusers – The Support Guide reviewers Enhancements & Improvements –Reports, Change Module, Mobile and more External Resources – ServiceNow community knowledge How to… – More Hints & […]
Service Management Newsletter – issue 3
The third edition of the Service Management newsletter can be found here: Newsletter_Issue_3_d_final This newsletter contains information regarding: Change Management Module – In the pipeline and nearly ready. ServiceNow Support Guide – An update about current progress. Enhancements & Improvements – New alerts and other E&I. Mobile Interface – ServiceNow on the go. How to… […]
Service Management Newsletter – issue 2
The second edition of the Service Management Newsletter can be found here: Newsletter_Issue_2 This newsletter contains information regarding: Portal Usability –  A portal improvement based on user’s requirements Defects List – A new list of fixes Feature Areas: Testing – The purpose and importance of testing How to… – Improve your knowledge of ServiceNow functionality
Service Management Newsletter Issue 1
The first edition of the Service Management Newsletter can be found here: Newsletter_Issue_1 This newsletter contains information regarding: Reporting –  A powerful tool for ServiceNow is now live Fixing defects – Patch to fix server-side memory issues and other fixes CMDB – A new tool for change management How to… – Improve your knowledge of […]
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