December 14, 2021, Filed Under: NewsletterDecember 2021 ITS Service Management Newsletter December 2021: FY 20-21 Metrics Report Updated Standard Change Templates New Scheduled Changes Report Updated Major Incident Checklist Service Catalog Updates Service Management Please take a few minutes to review the FY 20-21 Metrics Report which illustrates all the hard work of everyone in ITS to deliver exceptional service to campus. Check out what we are planning for 2022 (not in priority order)! Change Management Request For Change (RFC) Form Thank you to all of you who updated your standard change templates after the updates to the Request for Change form were deployed on November 18th. You can review the changes that were implemented by referring back to the September Newsletter. Steps to update an existing standard template to add the new required fields: Navigate to Change > Standard Change > All Templates Select the template you want to modify Click ‘Modify Template’ under Related Links Add the following required fields from ‘Change Request Values’ and any relevant information: Communication Plan Maintenance Type Click the ‘Request Approval’ button Scheduled Changes Report We have created a change report that is set to run every Sunday that will contain all the approved scheduled changes for the following two weeks. This report will publish to the newly created “Scheduled Changes” channel in the “UT IT Community” Teams room starting January 9th. Note that only changes flagged as “security sensitive” will be excluded from this report. Incident Management The Major Incident Checklist has been updated to incorporate your feedback from the Major Incident Checklist training that was conducted in September. Many changes were implemented including reducing the phases from four to three, updating the language of each phase for clarity and relevance, adding help for how to propose a major incident, and revising the communication examples. Service Catalog The Service Catalog has been successfully migrated to ServiceNow’s development environment using the EDUCAUSE categorization structure. Evaluation of the revised catalog will begin in the coming weeks. Pending further changes to the modified structure, the project team will begin reviewing the mapped catalog with portfolio groups. Drafts of a Service Catalog Standards and Guidelines document are in progress with considerations for Change Management and Major Incident catalog attributes being discussed. This effort is expected to continue through March 2022 with more detailed communication to come. Please submit your questions or comments for the Service Management Team
