Change, Problem, and Knowledge Are Live in ServiceNow
This morning, the ServiceNow implementation team completed the August release. While that allowed the members to take a collective deep breath, they immediately geared up to support you in your transition to the new system and processes.
Effective today, ServiceNow is the system you must use for all University IT:
- Change Management*
- Problem Management*
- Knowledge Management
If you want more information about how these transitions may affect you, see our email from last week. It provides additional detail.
* Integration between ServiceNow and JIRA is available to support the continued use of JIRA for software development lifecycle—JIRA SDLC—work with ServiceNow change management and problem management.
How can I get help?
At this point, we hope you’ve already attended the required ServiceNow training. If not, you should sign up right away. We've added new class times and dates to make sure we can accommodate everyone. If you have any trouble signing up for a class, contact Rachel Manongdo (firstname.lastname@example.org).
If you have any difficulty using ServiceNow or the new processes, contact us. We want to help. Pick the support choice that works best for you.
|ServiceNow Incident Ticket|
You can submit an incident ticket directly in ServiceNow that will go immediately to our support team. To enter an issue, question, or request related to one of the new ServiceNow processes:
Want to see these instructions with screen shots?
|Project Central Support Rooms|
Visit one of our on-site support locations where you can talk face-to-face with a support team member.
Support team members are available through Aug. 26 from 1-5 p.m.
|Online Chat (via BlueJeans)|
Connect to our BlueJeans chat room. (Meeting ID 659085760). Support team members are available through Aug. 26 from 1-5 p.m.
Once you connect, click the chat button in the right column. Type your question and a support team member will respond.
Check out the user guides for each of the new processes.
You can also take a look at the Process Overview Slides that cover each of the new processes.
Each work group has a “change champion.” These are folks with whom we communicate with regularly to keep them up-to-date about project plans and schedules, and from whom we gather input. You can provide feedback to your change champion any time and it will be relayed back to the project team.
Not sure who your change champion is? Here’s a directory.
Over the next couple of weeks, as we see what common questions we’re receiving, we’ll create knowledge articles in ServiceNow to give you even faster access to the answers you’re looking for.
We appreciate your support for the new processes and your patience as we fine tune the new system.
The ServiceNow Implementation Team