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 […]
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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 […]
Focus On Incident SLA Breaches – Guidelines
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 […]
Requesting Admin Rights for UoS Machines
Service Management have been working closely with Service Desk and IRT to identify process or system improvement opportunities. One area that IRT have highlighted as needing improvement is the process around requesting admin rights for UoS machines. Reviewing tickets we have received where admin rights have been requested showed a number of ‘bottlenecks’ in the […]
2017
ServiceNow Activity Stream UI Changes
Following some customer feedback after the Helsinki update, we’ve made a few changes to the user interface of the Activity Stream on tickets to make text more readable and to better highlight the difference between Public Notes, Private Notes, and system and field changes. Rather than light grey, text in the Activity Stream will […]
Incident Management State Changes
iSolutions Service Management, with help from Applications Management, have been working to streamline and consolidate the list of Incident States in ServiceNow both for ease of use and to reduce maintenance overhead and bugs. The full details of the new state list are as follows: New – Only applicable to an Incident that is currently […]
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 […]
Multiple Minor Improvements
A number of small changes have been implemented in ServiceNow to target minor improvements: Group managers were able to add people to their teams but not remove them. This has now been fixed. A BRM field has been added to Department records where the department is a Faculty or top tier Professional Service. This will eventually […]
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 […]
Improved Matching on Email Addresses
ServiceNow is set by default to look at someone’s primary email address when the email the system to match it against their user record – for example emails from n.hynes@soton.ac.uk automatically get matched against my Nick Hynes ServiceNow record. Unfortunately, some people have their email clients set up to use an alternate address to the standard […]
Incident Management Improvements
Many of you will no doubt have noticed the changes we’ve made to the way incidents are categorised and managed. Working in conjunction with the Service Desk and Ed Finn, we’ve been working on implementing a Service-based system that logs Incidents against the Service entry in the CMDB. This means that Service Owners and other […]
Delegate Interface Improvements
The Delegate interface in ServiceNow wasn’t satisfactory with no required fields, meaning people could submit blank delegations, a confused layout without clarity on what fields meant and some fields being visible that are not in use. We’ve now reordered the form to make the layout more intuitive, set some fields as mandatory, removed unused fields […]
Application List Clean-Up
The list of available applications in the left-hand menu has been cleaned up and reordered to make it easier to find and access the top used areas. For example, applications not in use by certain tenants (e.g. Change, Configuration etc) have been hidden for them and applications such as Dashboards and Reports have been moved […]
SLA Improvements
SLAs have been adjusted to pause when a ticket is Resolved and restart if the ticket is reopened. This will allow the same SLA to continue rather than creating a duplicate. The SLA will also be on hold while the ticket is Resolved in the same way as the different On Hold states. This will […]
Row Limitation
Following reports of performance issues within the system, it has been recommended by ServiceNow that we limit the amount of rows people can set when looking at lists. The recommended (and default) number of rows is 20 and the maximum out of the box limit is 100. As part of the implementation, our maximum was […]
“On Behalf Of” Field
One issue of using the “My Work” and “My Group’s Work” lists was that the “Caller” for Incidents and the “Requested For” for Requests couldn’t be added as columns on the lists. This has now been addressed through the creation of a new field – “On Behalf Of”. This takes the Caller, Requested For and […]
2015
Assignment Improvements
Utilising features within the new Fuji version of ServiceNow, we’ve now developed a set of improvements focused on quickly assigning tickets others and to yourself. There are new buttons added to the Assignment Group and Assigned To fields which allow you to very easily assign a ticket to yourself and/or your team. The team […]
Fuji Upgrade
The version of ServiceNow we have been using since going live last September, known as Eureka, has been superseded by a new version, Fuji, which was released earlier this year. This new version brings a series of enhancements and new features, as well as an updated interface. In order to keep our tool in step […]
SLA Reporting in Qlikview
Although ServiceNow has a powerful suite of reporting tools, it’s limited in its capability of showing historical and comparative data, particularly in regards to SLAs. To support SLA reporting, an interface has been set up between ServiceNow and Qlikview. Two Qlkiview report sets have been created that show SLA achievement, a high level “Director’s […]
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