June 2022

ITS Service Management Newsletter

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Reminders and Helpful Hints

• Don’t forget to go back and close out your Change Request after it has been implemented. You can see all overdue changes on the Change Management Dashboard.
• You can quickly close out spam tickets (incidents) generated by inbound emails by clicking the Spam link under related links.

IT Maintenance Calendar Migration to ServiceNow

In April, a new version of the IT Maintenance Calendar was released in ServiceNow.

Through June 13, IT service managers will be creating new maintenance schedules in the ServiceNow IT Maintenance Calendar and migrating maintenance events from the stand-alone calendar. Owners of events in the stand-alone system have been contacted with a listing of items to migrate by June 13, when the stand-alone IT Maintenance Calendar will be retired.

Moving IT maintenance scheduling to UT ServiceNow will centralize both the management of service change data and customer access to service availability information. Scheduling maintenance in ServiceNow also lays the groundwork for utilizing change conflict detection and for scheduling change requests within separately defined maintenance windows.

Service Management Roadmap

The Service Management Roadmap has been updated through 2024.

Service Management Project Updates

• IT Service Catalog EDUCAUSE Standardization: In Progress
  • Setting up development environment for staging.
  • Mapping the current to future categorization.
  • Target completion by Aug 2022.
• ServiceNow Major Incident Process:In Progress
  • Target completion by December 2022.
• ServiceNow Virtual Agent and Chat Services: Not Started
  • Begins October 2022
  • Target completion by Spring 2023.
• Service Asset & Configuration Management (CMDB) P1: On Hold
  • Project Charter updated June 2022
  • Pending Vendor Resource – with purchasing

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Please submit your questions or comments for the Service Management Team