The purpose of this message is to communicate upcoming changes to Incident Management that will be visible in the Service-now tool as of Monday, September 19
Tool changes are being made to incident Categorizations, which include:
- The list of Categories in Service-now’s Incident record will change to match the OCIO Service Catalog categories.
Subcategories in Service-now Incident records will be replaced with a new “Service” field. The new field will provide a list of operational, internal (Technical Services) services; and the operational, external Business Services listed in our Service Catalog. The “Services” field allows us to align and report on incidents against the specific service with which customers are having an issue.
- The Assignment Group field will now have 3 options: (1) Lookup and assign via a list, (2) Lookup and assign via a Group, or (3) Assign by Service.
To make sure all Service-now users are prepared for 9/19 changes, the following readiness activities—an updated training environmentand awareness sessions—are being made available. Incident Analyst Tool users, are recommended to do the following:
(1) Play in the Training Environment (through 9/16)
Incident Analysts should access the Service-now training environment at https://osuittraining.service-now.com and view the categorization changes.
Please send any feedback on these changes to Incident Management Process Owner Bob Gribben.
(2) Attend an Awareness Session
Multiple awareness sessions are being conducted at varying times. Mark your calendars and plan to attend one of the following:
- Monday 9/12, from 1 to 2 p.m. at Baker Systems, room 580
- Tuesday 9/13, from 10 to 11 a.m. at Airport Drive Center, room 224
- Tuesday 9/13, from 12:30 to 1:30 p.m. at Airport Drive Center, room 224
- Wednesday 9/14, from 1 to 2 p.m. at Baker Systems, room 580
- Thursday 9/15, from 9 to 10 a.m. at Baker Systems, room 580
- Friday 9/16, from 11a.m. to Noon at Baker Systems, room 580
Thank you for reading!
