About Graham Morgan

Posts by Graham Morgan:

2018
2017
2016
2015

2018

September 4, 2018

Change Management Notification Emails

As part of continual service improvement activities, the following changes have been made to Change Management related email communications. All email notifications regarding the progress of change requests now automatically include the affected system or service in the short description. This means there is no longer a requirement to include the name of the affected […]

Graham Morgan ⋅ change management, improvements ⋅ No comments

June 6, 2018

Improvements to Outage Notifications

Recent improvements have been made to the way that Outages can be recorded in ServiceNow from resolved P1 & P2 Incidents and approved Changes. In both cases by right clicking on the resolved Incident & approved Change Request form header bars and selecting Create Outage, you are taken straight to the Outage form with all […]

Graham Morgan ⋅ change management, outages, ServiceNow ⋅ No comments

2017

May 11, 2017

Outages – Amendments to the Form and related Notifications

Currently the Outages form and notification email does not accurately record power outages affecting our network infrastructure. Therefore in order to improve the information regarding power outages, the Outages form has been amended to include additional Types and fields for planned and unplanned power outages with a new power outage email notification created. In addition […]

Graham Morgan ⋅ change management, outages ⋅ No comments

May 3, 2017

Change Management – Minor Amendments

Currently when a change approval request is set to More Information Required the change requestor/assignee is not automatically notified of this. This change addresses that fact by sending a notification email to the requestor/assignee that more information is required. In addition currently changes can be closed as Closed Cancelled, Closed Backed out or Closed Failed […]

Graham Morgan ⋅ change management, improvements ⋅ No comments

April 27, 2017

Adding Procurement Info to the System & Service CI Record

Currently there is no Procurement/Contract information captured in a System or Servcice CI record. This has now been addressed as part of the process to make the ServiceNow System & Service CI record the single source of all information with the ultimate aim of doing away with the Service Handbook. This has been achieved as […]

Graham Morgan ⋅ configuration management, project, ServiceNow ⋅ No comments

March 29, 2017

Changes to the ServiceNow Systems & Services CI Record

Over that past few weeks a number of changes have been made to the Systems & Services CI Record form in ServiceNow in order to improve the information it can contain. Removal of a number of redundant fields and replacing all but one of the HTML ones with plain text fields to improve loading time. […]

Graham Morgan ⋅ configuration management ⋅ No comments

March 27, 2017

ServiceNow Problem Module Re-Design

As part of our process of Continual Service Improvement, work has taken place to redesign the Problem module in ServiceNow and a summary of the work carried out as part of the redesign is as follows:- The majority of the work involved the tidying up of the problem record form to remove unnecessary fields and […]

Graham Morgan ⋅ Problem Management ⋅ No comments

2016

December 9, 2016

Additional Approvers for certain Standard Change Requests – iSolutions only

In order to ensure the approval requirements laid down in the following standard change template documents are enforced, additional approval fields have been made mandatory. STD157 – Server decommissioning – Service Owner now mandatory in addition to Peer Approver and should be the Service Owner of the system or service supported by the server being […]

Graham Morgan ⋅ change management ⋅ No comments

September 22, 2016

Change Module Improvements

The following recent enhnacements to the user experience have been made. All change related emails generated by ServiceNow are more easily identifiable as they are now from Change Management rather than ServiceLine or Support. When an Approver reassigns their approval, the assignee now receieves an approvals request notification email. The ability now exists to create […]

Graham Morgan ⋅ change management ⋅ No comments

June 16, 2016

Change Calendar Enhancements

In order to improve the clarity of information shown in the ServiceNow Change Calendar(Forward Schedule of Change) some adjustments have been made to the colours used to identify change restriction periods and change types. Normal changes are now shown in dark green with Minor Normal changes in light green. The colours of yellow for Standard […]

Graham Morgan ⋅ change management ⋅ No comments

June 2, 2016

Applying Standard Change Templates in Geneva

The method for applying a pre-configured STDXXX Template to a Standard Change Request form has changed in the new ServiceNow Geneva interface as follows:- • Open a new Standard Change form as normal. • If the Templates bar is not showing at the bottom of the screen click on the More Options ellipsis (ooo) next […]

Graham Morgan ⋅ change management ⋅ No comments

April 19, 2016

Service Restart Notices and At Risk Calendar Enhancements – Isolutions Staff Only

As part of our continual service improvement of the ServiceNow platform the following enhancements have been made:- The ability of iSolutions staff to create Service Restart & Outage notices direct from the Incident, Problem or Change Request record as well as directly in the Outages form has been enabled. A calendar view of all the […]

Graham Morgan ⋅ change management ⋅ No comments

March 24, 2016

Service Restart Notification

In order to take advantage of features available in ServiceNow we recently changed the way in which Service Restarts, both planned and unplanned, are reported. Previously a Service Restart email template was completed and then emailed to the iSolutions-change-notify mailing list from which the Outages form in ServiceNow was completed by Service Management. With the […]

Graham Morgan ⋅ change management ⋅ No comments

2015

December 1, 2015

Replacement of the PowerPoint Service Support Guides

The current PowerPoint based Service Support Guides (SSGs) were originally introduced some 5 1/2 years ago, being stored in the Service Management area of SharePoint. Currently the Systems & Services CI record in the ServiceNow CMDB already stores a significant amount of the information held in an SSG e.g. Business Owner, Service Owner, Support Team, […]

Graham Morgan ⋅ change management, configuration management ⋅ No comments

October 7, 2015

Change & Configuration Enhancements

As part of the continual improvement of the Change & Configuration Module in ServiceNow, the following improvements/enhancements have been made:- The 5 Change Request types have been added to the Change module as links that automatically open a new change request with the correct change template overlaid. For specific Standard Changes the appropriate standard template […]

Graham Morgan ⋅ change management, configuration management ⋅ No comments

September 3, 2015

ServiceNow Change Enhancements

As part of the continual improvement of the Change Module in ServiceNow, the following improvements/enhancements have been made:- The Planned Start & End date fields have been moved to near the bottom of the right hand column on the main Change Request page and the Scheduling tab has been removed. This move enables these fields […]

Graham Morgan ⋅ change management ⋅ No comments