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.\u00a0 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 completion.<\/p>\n
With the recent outage of the Banner system, Tim Sewell used ServiceNow to create a set of Tasks attached to the associated Problem ticket.\u00a0 Using the ITSM system allowed us to have better visibility of the ownership and completion of the Major Incident Review follow-up actions.\u00a0 The actions\/tasks were fed into the now familiar My Work queues, and formed part of the out of the box reporting within ServiceNow.<\/p>\n
Just to be clear, it\u00a0has been\u00a0Tim and his team’s efforts in completing the work that have lead to a more stable system\/service. The use of ServiceNow\u00a0helped coordinate efforts and understand when work had been successfully completed.<\/p>\n
From now on, we will use ServiceNow to log and manage corrective actions as Problem Tasks<\/strong>, which will be assigned to the correct teams and individuals – some of you may have outstanding actions from previous reviews –\u00a0Graham Morgan will contact you with follow-up emails regarding these.<\/p>\n This innovation forms part of a larger body of work which is being undertaken by the Service Management Team\u00a0encompassing restarts, outages and problem management – all of which will need to be in place if we are to start pulling together the data to understand Service Availability.<\/p>\n 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.\u00a0 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 […]<\/p>\n","protected":false},"author":97583,"featured_media":2387,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-2386","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","has-post-title","has-post-date","has-post-category","has-post-tag","has-post-comment","has-post-author"],"_links":{"self":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/2386","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/users\/97583"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/comments?post=2386"}],"version-history":[{"count":1,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/2386\/revisions"}],"predecessor-version":[{"id":2388,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/2386\/revisions\/2388"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/media\/2387"}],"wp:attachment":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/media?parent=2386"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/categories?post=2386"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/tags?post=2386"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}