With an increasing focus on the student experience within the UoS and the drive for a more customer centric approach within iSolutions, the need to identify, understand and manage our customers is becoming increasingly important in order to develop and deliver exceptional customer experiences. A project team has been assembled to research, develop and deliver […]
Usability
2015
Resolution Improvements
A series of improvements have been made that target the resolution process on Incidents.  This should make resolving tickets quicker and more efficient, and the data more accurate. “Closure Information” only appears when the ticket has been set to Resolved (this declutters some of the form when the ticket is active). Upon Resolution it also becomes […]
Inbound Actions
A major update has been implemented that addresses the behaviour of emails when they arrive in ServiceNow. Â This addresses some of the undesired behaviour (e.g. FWD: emails) and is intended to improve some behaviour to reduce the overheads on teams by targeting things such as ticket duplications. Below is a summary of these changes, including […]
Service Management newsletter – issue 6
The sixth issue of the Service Management newsletter can be found here: Service_Management_Team_Newsletter_Issue_6 This issue includes information regarding: Portal mock-ups – The next step for portal usability improvements Change module live – The latest ServiceNow module Interfacing – Linking ServiceNow with other applications How to …. – More hints and tips.
Service Management Newsletter – issue 2
The second edition of the Service Management Newsletter can be found here: Newsletter_Issue_2 This newsletter contains information regarding: Portal Usability –  A portal improvement based on user’s requirements Defects List – A new list of fixes Feature Areas: Testing – The purpose and importance of testing How to… – Improve your knowledge of ServiceNow functionality