Since the eForms first went live earlier in October, a number of small improvements have been made to the forms and the behaviour of these tickets to deliver further efficiencies. RITMs have been added to the global search option so the contents of requests can be searched for by using the search box in the […]
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2015
iSolutions CSI Changes
In preparation for the development of a Service Catalogue in ServiceNow, the CSI structure has been adjusted to allow for CSIs to be automatically set by populating the “Configuration Item” field with a service. As well as supporting this mapping, a number of changes have been made to the CSIs to address issues including redundancy and […]
IT & Finance eForms Going Live
One of the main benefits of the ServiceNow system which was not utilised as part of our Phase 1 go-live were eForms for specific requests, with everything instead being processed via the generic “Incident” process. Following a significant amount of design, development and configuration across various teams, we are now in a position to go-live […]
Resourcelink Interface – Line Manager Information
To support the development of a suite of eForms in the HR tenancy for things like Contractual Changes and Absence Requests, an interface has been set up between ServiceNow and Resourcelink. This brings information such as post data, departmental and role hierarchy, and management and direct report information into ServiceNow that is visible to HR members […]
Notification of Change Request notes and Approvals Comments
As a result of feedback received and in line with our policy of Continual Service Improvement we are activating notifications for Change Request notes and Change Approval Request comments AM this coming Thursday 09 July. This means that every time a public or private note is added to a Change Request or a Change Request […]
Problem Task Improvements
As part of the focus on Problem process improvements (more info here), including the use of Problem Tasks, improvements have been made to bring Problem Tasks in line with Incident Tasks. This includes ensuring updates on the Task are added to the activity log of the Problem, as well as updating the Problem when Tasks […]
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 […]
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 […]
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