March 2022

ITS Service Management Newsletter

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ServiceNow Visual Task Boards

ServiceNow Visual Task Boards (VTB) allow you to view and update multiple task records, which appear as cards that you can move between lanes. In addition, an activity stream on the board displays recent activity to track changes easily. They help monitor various ServiceNow record types and manage items such as a personal to-do list. Learn more through the ServiceNow product documentation or search YouTube for videos like this VTB five-minute overview.

Service Management

March 2022 updates on our projects:

• Top Services Review: Complete
  • The team made improvements to a number of public facing knowledge articles related to our top services as well as updating our top student IT services, such as email, in the Student Catalog.
• Post Implementation Review (PIR) form move to ServiceNow:In Progress
  • ServiceNow team is working on making improvements to the form they hope to have it ready for our team to review in March.
• IT Service Catalog EDUCAUSE Standardization: In Progress
  • The team is working on validating the ITS service structure with service owners.
  • Model in development with the ServiceNow team.
  • Target completion by June 2022.
• ServiceNow Performance Analytics: In Progress
  • PA released to production at the end of January. The team is currently working on the widgets and dashboards needed for visualizations. Next up will be working with the ServiceNow team to automate the creation of monthly service metrics reports in PA.
• ServiceNow Major Incident Process: Begins in March
  • Target completion by December 2022.
• ServiceNow Chat: Begins in April
  • Target completion by November 2022.
• Service Asset & Configuration Management (CMDB) P1:On Hold
  • Pending Vendor Resources
• Level 0 Automated Password Reset: On Hold
  • Pending ITS resources.

Change Management

• A link to the updated Change Communication Template has been added to the Resources section.

Incident Management

• Links have been added to the Resources section for ISO incident Response documentation.

• A link to the new Incident Communication Template has been added to the Resources section

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Please submit your questions or comments for the Service Management Team