Tag Archives: ServiceNow

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 […]

Posted in Projects and Processes | Also tagged , | Leave a comment

On-Call calendaring and paging in ServiceNow

Screen shot of new service home page

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. […]

Posted in Projects and Processes | Also tagged | Leave a comment

Expense report submission made easier

Photo of receipts and calculator

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 […]

Posted in Projects and Processes | Also tagged , | Leave a comment

Class for new ServiceNow users

Screen image of Emory's ServiceNow homepage

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 […]

Posted in Projects and Processes | Tagged | Leave a comment

ServiceNow scheduled for major upgrade next week

Screen shot of new service home page

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 […]

Posted in Projects and Processes | Also tagged , | Leave a comment

ITSMO updates ServiceNow assessment tool

In the effort to constantly improve the ServiceNow user experience, ITSMO is excited to announce that old survey tool, used to measure customer satisfaction, has been replaced with an enhanced survey management tool. Built on an assessment engine which offers performance scorecards, robust comparative reporting, new ServiceNow menu options and more, the tool sends out a survey invitations […]

Posted in Projects and Processes | Also tagged | Leave a comment

ServiceNow gets usability facelift

As a basis for being Emory’s service management solution, ServiceNow needs to be able to provide complex information in the complex IT environment at Emory, but it still must be usable for everyday employees. As a member of the IT Service Management Office (ITSMO), one of Rose Harris’ ServiceNow goals this year was to improve the […]

Posted in Projects and Processes | Also tagged , | Leave a comment