Tag: ServiceNow
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Crisis management as an extension of LITS’ major incident process
Emory has a robust and detailed process for dealing with faulty or misbehaving IT services through the creation and management of incidents in ServiceNow. Incidents are classified by the impact to the customer through the priority assigned to the incident. The higher the priority level, the greater the impact. P1 and P2 incidents, also known…
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London calling: the ITSMO Team to upgrade ServiceNow tonight
Tonight, December 7, ServiceNow will be upgraded to the latest release, named London. ServiceNow releases are named after cities from around the globe. Our current version is Jakarta, and we will be skipping over the K release (Kingston) in order to move to the most current version supported by ServiceNow. In the last few years,…
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Google Analytics shows positive impact from recent ServiceNow changes
The IT Service Management Office (ITSMO) is using Google Analytics to track customer ServiceNow Service Portal usage, and they like the results so far. To improve the customer’s experience of using ServiceNow (SN), the ITSMO team added direct links to the automated emails that go out to users who use the system. In the past, these…
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On-Call calendaring and paging in ServiceNow
Beginning Thursday, August 30th, the IT Service Management Office (ITSMO) will be offering new functionality in ServiceNow for On-Call Calendaring and Paging (including most monitoring page notifications). This will be implemented for all LITS teams, as an alternative to EHConnect (SimonWeb) and Spok. Full availability of those systems will continue as normal until the transition is complete for all LITS teams and functions.…
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Expense report submission made easier
The LITS Business and Administration team continually looks for ways to reduce the amount of time and effort it takes for our internal customers to process expense reports. The LITS Business and Administration staff will submit the official report on behalf of the employee. LITS employees normally report expenses by filling out a “LITS: Travel…
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Class for new ServiceNow users
A “New to ServiceNow” class is scheduled for Tuesday, August 15, 2017. The class provides a wonderful opportunity for users who provide support via the ServiceNow Tool, ITIL best practices and terminology, and Incident Process roles and responsibilities. If you are interested in attending, please send an email to itsmo [at] emory [dot] edu. ServiceNow Training Details Location: NDB 202 High Falls. Hours: The room will be open at…
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ServiceNow scheduled for major upgrade next week
ServiceNow is being upgraded to the Helsinki Release beginning Friday, February 10 at 9:00 pm. The upgrade will take approximately 21 hours and is estimated to be complete by Saturday, February 11 at 6:00 pm. Once complete, ServiceNow will have a new User Interface (UI) for IT staff and a new Self Service Portal for our customers. If…