Below is an ITSM (IT Service Management) update regarding changes that will be visible in the Service-now tool by noonon Saturday, July 23, 2011. Since this notice is being sent in advance of the changes, it is recommended that you save this message for reference once the changes are live on 7/23.
The changes include: (1) a new optional User Interface, (2) new functionality for finding Assignment Groups based on individual members (Reverse Assignment Group lookup), and (3) new functionality to find a person based on OSUID.
(1) New Optional User Interface (UI)
The following features will be available in a new optional UI.
- Split Screen – Users will be able to view form and list panes simultaneously (similar to an e-mail client, see example here from the Service-now help file).
- Bookmarks – Customize a tool bar with personal quick links to commonly used features. Users may drag items into the new Bookmark bar. See example labeled “edge” here from the Service-now help file).
- Flyout windows – Use informational windows without navigating away from your working panes.
To begin using the new optional UI version, click “Switch to new UI” in the upper right-hand corner of your browser (near Search). Conversely, if desired, users may switch back to the old version in the same location.
(2) Reverse Assignment Group lookup:
Service-now users may now find an Assignment Group based on an individual member’s affiliation:
- Navigate to incident form (Create A New Incident).
- Note: on the “Assignment Group” field (the new icon, second to the right of the magnifying glass, which resembles a person).
- Click new icon.
- Enter a lastname.# or partial lastname.# into the field.
- The left column displays users and the right-hand column displays groups to which a user belongs.
- Select a person from the left-hand column.
- Select the group to which the person belongs from the right-hand column.
(3) Searching by OSUID:
Service-now users have the ability to find users by OSUID. To use this feature, simply type in the OSUID in the appropriate field and all data will be populated. The Name.n field still works as it did previously.
For more information about the ITSM Program or 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!
