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April 2024

ITS Service Management Newsletter

April 2024

  • Announcements
  • Helpful Hints
  • Service Management Project Updates

Total Eclipse of the Horns – April 8, 2024

Announcements

ServiceNow Update to Washington DC

Effective Thursday, April 11, UT ServiceNow is now on the latest release, ‘Washington, DC.’ The upgrade primarily impacts backend functionality, and there are no significant changes to the user interface or fulfiller processes. Please report any issues you believe are related to the Washington upgrade by opening a ticket directly with the ServiceNow team. 

New Feature in ServiceNow – Sidebar Discussions

With the Washington DC release, the ServiceNow team enabled a new Sidebar feature. The sidebar allows discussions with a specified group of people (agents or SMEs) to quickly resolve requests, incidents, and cases with higher-quality outcomes.

For additional information about Sidebar Discussions, see KB0019611.

ITS Customer Support Services welcomes the ServiceNow team

The UT ServiceNow team, with Mark Winkleman as manager, has joined Customer Support Services (CSS).

Change, with its challenges, presents opportunities for growth and improvement. By embracing this change and forming a new partnership, both teams can collaborate to enhance the value they provide to the campus community and each other. This transition offers a chance to streamline processes, improve communication, and leverage each team’s strengths to benefit all stakeholders.

Welcome Sophie ⸜(˃ ᵕ ˂ )⸝

We are excited that Sophie Corless has joined the ITSM team by assuming responsibility for Knowledge Management.

Sophie has collaborated extensively with the ITSM team to build the knowledge management foundation for CSS and ITS. Early on, Sophie helped develop the content standard we use in our knowledge templates, and her responsibilities continue to grow.

Sophie facilitates internal knowledge processes, creates and approves internal and public knowledge articles, regularly participates in documentation projects for the Technical Customer Support Team, and assists service owners maintain their knowledge bases as new enhancements go live.

The above, along with her training in Knowledge Centered Service (KCS), has fully prepared Sophie to step into the role of Knowledge Process Owner.

Her work ethic, experience, ability to cross-collaborate, and communicate effectively will ensure consistency and continued growth in knowledge management for CSS and the wider IT community moving forward. 

Thank you, Sophie, for supporting the team in this position. We’re excited to watch you succeed!

Helpful Hints

ITS Change Management Dashboard

Both assignment group and CI filters have been added to the ITS Change Management dashboard calendar tab (both ITS and Customer views) so users can display changes related to only the groups they are interested in.

Knowledge Article Categories

If you’ve wanted to create your own categories for your service’s Knowledge Articles rather than just use the defaults of Getting Started, Service Management, and Troubleshooting, this hint will show you how to do that.

When creating a new, or modifying an existing Knowledge Article, once you fill in the Knowledge Base field, you will see the option to choose a Category. By clicking on the Lookup button (magnifying glass) next to Category, the Category picker will pop up for you to choose an existing Category or add a new Category using the plus sign at the bottom. You may also create 2nd level categories, as in the example for Service Management pictured below.

For additional information about Knowledge Article Categories, see KB0019616.

Service Management Project Updates

ITSM Roadmap
  • ServiceNow Major Incident Process: In Progress
    • Troubleshooting ServiceNow / Teams integration with vendor.
  • Service Catalog and Request Management Phase 2: In Progress
    • Finalizing ‘Service’, ‘Service Offering’, and ‘Request Item’ templates, documentation, and service onboarding form for review by the project team and ServiceNow.
  • Knowledge Management Enhancements: In Progress
    • Focus on identifying enhancements to knowledge management in ServiceNow that can be unlocked and implemented in current or future product releases (e.g. Converting knowledge notifications to incidents). CSS will continue developing knowledge dashboards and best practices to share in collaboration with other departments interested in knowledge onboarding.
  • ServiceNow Walk-up Experience: In Progress
    • In partnership with InSource, this project will launch the Walk-Up Experience, which will create a smoother customer experience, improve our metrics collection and allow appointments to be set and maintained in ServiceNow.
    • Our final step is to set up the kiosk on an iPad in front of the In-Person Services Desk. 
    • Lead: Jessi Tuomala
    • Target Completion Spring 2024
  • Virtual Agent and Chat: In Progress
    • ServiceNow Virtual Agent has been chosen as the option to facilitate ServiceNow automation.
    • Lead: Mark Winkleman
    • Target Completion Summer 2024
  • ITS Platform Analytics: In Progress
    • The team will be transitioning from Performance Analytics to Platform Analytics with the new Washington D.C. release of ServiceNow in April.
    • Lead: Liz Litsinger
    • Target completion Winter 2024
  • CMDB Phase 1 Implementation: On Hold

Please submit your questions or comments for the Service Management Team

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