This month, the Service Management team is focusing on Incidents that are due to breach their SLAs imminently (see this previous blog entry). The following guidelines show how we’re looking at tickets across the whole of iSolutions: Instructions in brief: Go to the Service Management SLA Dashboard and go through the tickets listed in the three […]
About Rob Arnold
Posts by Rob Arnold:
2018
Putting Tickets On Awaiting User Info In ServiceNow – Prompt After Instructions
ServiceNow has an automated system for reminding users that they have been asked for further information regarding tickets that they have raised. It is best practice to set the Prompt After field to the date on which the update is being made, unless you are aware that the user may be away from the business […]
2015
Major Incident and Problem follow-up actions
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 […]