The way to raise an Incident/Request has recently changed within ServiceNow. You now need to use the Call form so that you have the option to choose either Incident or Request depending on what your ticket is about. I.e. Incident = something broken, Request = require something new This change has been made as […]
About Rhiannon Bennett
Posts by Rhiannon Bennett:
2018
Improvements made to the Conference, Accommodation and Travel forms
Previously there were three forms in existence for booking Conferences, requesting Accommodation and requesting Travel. As part of Diane Taylor’s Yellow Belt Project it was found that a lot of time was wasted by staff having to complete the three forms separately, whilst duplicating effort typing the same information in each form. The forms were felt […]
Improvements to the URL Redirect Form
Changes have been made recently to the way URL Redirects and Vanity URL requests are submitted. Previously both of these were requested using a single complex form with no explanation to users on the difference between a URL redirect and a Vanity URL. We found this was causing confusion and resulted in phone calls to […]
2016
New SLA dashboard
Several months ago we implemented a new set of dashboards so that we could see at various levels what the workload of the department and individuals was. Previously we had a number of issues with SLA’s so were unable to report on them within ServiceNow so have used Qlikview as an alternative reporting solution. These […]
iSolutions Customer Survey Improvements
The iSolutions Customer Survey was previously held in iSurvey which is not a centrally supported service. Therefore the decision was made to move Surveys into ServiceNow. It was also hard to see the relationship between tickets and their responses in iSurvey. This has now been completed for Incidents and the results are reviewed fortnightly by […]