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 […]
2016
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 […]
Replacement of the PowerPoint Service Support Guides
The current PowerPoint based Service Support Guides (SSGs) were originally introduced some 5 1/2 years ago, being stored in the Service Management area of SharePoint. Currently the Systems & Services CI record in the ServiceNow CMDB already stores a significant amount of the information held in an SSG e.g. Business Owner, Service Owner, Support 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The version of ServiceNow we have been using since going live last September, known as Eureka, has been superseded by a new version, Fuji, which was released earlier this year.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 […]
RITM Improvements
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 […]
New Team Names within ServiceNow
We have completed a review of Assignment Groups within ServiceNow and have implemented a new list of team names (for iSolutions only). Many of the team names were inherited from the initial import from the old ESS system and much has changed since then. The new team names reflect more closely the way in which […]
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 […]
Change & Configuration Enhancements
As part of the continual improvement of the Change & Configuration Module in ServiceNow, the following improvements/enhancements have been made:- The 5 Change Request types have been added to the Change module as links that automatically open a new change request with the correct change template overlaid. For specific Standard Changes the appropriate standard template […]
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 […]
Portal & Call Improvements
A new set of changes have been promoted in ServiceNow that address a number of small issues and feature requests made by customers over the last few months, specifically around the customer portal and the Call function. These include: When Calls are converted into Incidents there are now rules that will auto assign to Service […]
ServiceNow Change Enhancements
As part of the continual improvement of the Change Module in ServiceNow, the following improvements/enhancements have been made:- The Planned Start & End date fields have been moved to near the bottom of the right hand column on the main Change Request page and the Scheduling tab has been removed. This move enables these fields […]
Mailbox Quota Information
In an attempt to improve the process used when granting mailbox increases (a very high volume request), exchange quota information for individual and generic accounts has now been linked into ServiceNow. This allows Service Desk and IRT to see how big someone’s mailbox is and how much of their quota is being used at a […]
Miscellaneous Fixes & Improvements – Short Description Spell Check & Group Management
An update has been promoted into ServiceNow that addresses a number of small issues or feature requests, including: Short Description now has spell check enabled, the same as the Description field. Short Description is now visible again on the portal view of tickets (had been hidden in error in a previous change). Contact Type […]
Reporting
You can use ServiceNow to create and manage your own service delivery performance reports. Service Now reports can be lists, charts, or calendar-based views of data in a particular table. Reporting provides a number of benefits supporting activities within the business, such as: Multiple filtering criteria and the ability to produce in-depth reports Export information […]
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 […]
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 […]