Below are two important ITSM (IT Service Management) Updates for Service-now and COMIT users:
ITSM News Alerts
In the past our Remedy system was also used as a channel for providing TSC Alerts (Technical Service Center Alerts) to front line support staff. On July 1, the scrolling News section found in Service-now will be used in lieu of TSC Alerts.
Tool users presently entering TSC Alerts in Remedy will be placing these messages in Service-now as new “News” items. No specific change in process will take place at this time. Please ensure that you are now looking to Service-Now for important alerts. As Change Management rolls out out to the organization in Fiscal Year 2012, a more defined and integrated process will be introduced.
To add the scrolling News section on your Service-now home page, simply select Add Content > Gadgets > News
Prioritizing Changes to the SKMS/Service-now Tool
As we begin to use many new features of our Service Knowledge Management System (Service-now) and COMIT (Central Office Management Information Tool) systems to support our ITSM processes, it is important that we continually keep our larger vision in mind and ensure that any changes or enhancements are managed in a purposeful manner. It is also critical to recognize that there is a finite number of team members available at this time to provide regular maintenance or perform programming changes to Service-now.
Beginning July 1, all requests for new or changed features within Service-now or COMIT will follow a specific prioritization process. This is similar to the process that is currently being used in the Enterprise Applications area with proven success. As a user of these tools, your feedback into the continual improvement cycle is important. You are asked to send any tool change requests and feedback to the appropriate Process Owner who will evaluate the request and enter it into the prioritization process. Please do not contact our tool administrators directly with these requests. A list of ITSM Process Owners is available at the ITSM web blog and also listed below (these are the most established processes we have at the present time–other process owners will be added).
OCIO Process Owners:
Change Management – Scott Johnson
COMIT – Billing, audit – Clay Michalowski
COMIT – Telco, switch, circuits – Charlie Clay
Financial Management – Clay Michalowski
Incident Management – Bob Gribben
Problem Management – Kevin Balogh
Service Catalog – Tracey Richardson
Supplier Management – Ed Quinn
Unsure as to who owns a Process? – Brian Newcomb
Need more information about OCIO’s ITSM Program and use of ITIL?
- General Information - ITSM information page
- ITSM Professional Development Resources - ITSM Professional Resources
Questions about the OCIO IT Service Management program can be sent through the ITSM feedback form, or one may contact Brian Newcomb, ITSM Program Director.
Thank you for reading!
