As a complement to the sessions held earlier in the month for the “Create New Contact” form, a Contact Scenarios job aid is now available.

The job aid highlights what to do while performing Help Desk duties in ServiceNow when handling various scenarios, including:

• Contacts that are spam
• Defined Requests from the OCIO Request Catalog
• Inquiries where customers are referred to a Self Service page in order to complete their requests
• Assisted password reset requests
• External Referrals, contacts regarding services not provided by OCIO that need to bereferred elsewhere

The job is also available in the ServiceNow Knowledge Base at: https://osuitsm.service-now.com/kb_view.do?sysparm_article=KB03349.

Please feel free to contact Bob Gribben, Marty Winders, or Steve Shanks with any questions about the Contact Scenarios job aid.

As a reminder, the Create New Contact form feature in ServiceNow will become the standard starting point to collect user information for requests and incidents beginning Sunday, May 6.  The form will be active to users first thing Monday, May 7th.  The Create New Contact form guide, shared during the recent readiness sessions, is available in preparation for this change.

It’s important for all OCIO and non-OCIO users to attend a session in order to understand how the Create New Contacts form works and how to use it consistently. Below is the listing of session dates and times as originally communicated on April 13th.

OCIO team members Bob Gribben, Marty Winders, and Steve Shanks are facilitating the sessions.

Each session is being held in Room 460B at Prior Health Sciences Library*.  Computers will be available.  Topics to be detailed in the training include: Create a New Contact form, Generic Requests, Request Status, Working “Tasks,” and Working “Items.”

Two hours is being allotted for each session, but the last half hour is reserved for a question and answer period.  Please use one of the links below to register and mark your calendars to attend one of the following sessions:

• Monday, April 23, from 10 a.m. to noon. {Register}
• Monday, April 23, from 1 p.m. to 3 p.m. {Register}
• Thursday, April 26, from 10 a.m. to noon. {Register}
• Friday, April 27, from 10 a.m. to noon. {Register}
• Monday, April 30, from noon to 2 p.m. {Register}
• Tuesday, May 1, from 1 to 3 p.m. {Register}
• Wednesday, May 2, from 10 a.m. to noon. {Register}
• Wednesday, May 2, from 1 p.m. to 3 p.m. {Register}
• Thursday, May 3, from 11 a.m. to 1 p.m. {Register}
• Friday, May 4, from 10 a.m. to noon. {Register}

*There are two sessions on April 24 at the Airport Drive Center.  Since there aren’t computer workstations in ADC rooms 224 A&B, attendees are encouraged to bring their own laptops.

ADC Sessions:

• Tuesday, April 24, from 9 a.m. to 11 a.m.
• Tuesday, April 24, from noon to 2 p.m.

The value of your time is appreciated. If you have additional questions, please contact Bob Gribben (gribben.1 or 2-4703) or Marty Winders (winders.1 or 2-7367).

Thank you for reading.

Other ITSM projects reaching milestones:

• Request Fulfillment, ServiceNow users should plan to attend one of the readiness sessions about the Create New Contact form in ServiceNow. Beginning May 6, this new feature will become the standard starting point to collect user information for requests and incidents. Registration details are available on the ITSM blog (Questions? Contact Process Owner, Bob Gribben)
• Change Management, The Change Management process has been implemented for all originally identified business facing OCIO services. Additional areas have since been identified and are in the process of being trained. Over the next few months, the project will continue to make improvements, review process performance, and move toward a continual improvement model. (Questions? Contact Process Owner, Scott Johnson)
• Problem Management, Kevin Balogh has just completed a root cause analysis facilitator training and is in-turn delivering the training around the Problem Management process to OCIO teams (Questions? Contact Process Owner, Kevin Balogh)
• ITIL Foundations Training, ITIL Foundations training will be offered on campus May 22-24. Cost is $495 and includes certification exam administered on the last day of class. To register for this class, please send your name and chart fields billing details to Brian Newcomb no later than April 30, 2012. This course is offered as an accredited ITIL class with a strict registration deadline. No changes can be accepted after 4/30.

Thank you for reading.

Please join us for a readiness session about the Create New Contact form in ServiceNow. This feature will become the standard starting point to collect user information for requests and incidents beginning Sunday, May 6.

It’s important for all OCIO and non-OCIO users to attend a session in order to understand how the Create New Contacts form works and how to use it consistently.

OCIO team members Bob Gribben, Marty Winders, and Steve Shanks will facilitate the sessions.

Each session is being held in Room 460B at Prior Health Sciences Library*.  Computers will be available.  Topics to be detailed in the training include: Create a New Contact form, Generic Requests, Request Status, Working “Tasks,” and Working “Items.”

Two hours is being allotted for each session, but the last half hour is reserved for a question and answer period.  Please use one of the links below to register and mark your calendars to attend one of the following sessions:

• Monday, April 23, from 10 a.m. to noon. {Register}
• Monday, April 23, from 1 p.m. to 3 p.m. {Register}
• Thursday, April 26, from 10 a.m. to noon. {Register}
• Friday, April 27, from 10 a.m. to noon. {Register}
• Monday, April 30, from noon to 2 p.m. {Register}
• Tuesday, May 1, from 1 to 3 p.m. {Register}
• Wednesday, May 2, from 10 a.m. to noon. {Register}
• Wednesday, May 2, from 1 p.m. to 3 p.m. {Register}
• Thursday, May 3, from 11 a.m. to 1 p.m. {Register}
• Friday, May 4, from 10 a.m. to noon. {Register}

*There are two sessions on April 24 at the Airport Drive Center.  Since there aren’t computer workstations in ADC rooms 224 A&B, attendees are encouraged to bring their own laptops.

ADC Sessions:

• Tuesday, April 24, from 9 a.m. to 11 a.m.
• Tuesday, April 24, from noon to 2 p.m.

The value of your time is appreciated. If you have additional questions, please contact Bob Gribben (gribben.1 or 2-4703) or Marty Winders (winders.1 or 2-7367).

Thank you for reading.

See full article in the ITSM blog.

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Over the last several years, through Brian’s leadership, the OCIO has been using ITIL standards and international best practices to improve and streamline the delivery of IT services at Ohio State.  Congratulations Brian!  See the full article in CommunITy.

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While news items from the ITSM Program have been few since the end of last year, the work being performed during that time is now starting to yield exciting results that are worth sharing.

Over the last last couple of months, substantial development and process refining has been performed on ServiceNow, which will allow us to further advance OCIO Self-Service and Request Fulfillment.

Within the next several weeks, an improved Self-Service page (within OCIO Help & Support) will provide customers with a more streamlined Web interface to use whether they want to request help, chat with an agent, browse our Knowledge Base, or order an OCIO service.

In the realm of ordering services is another “win” for OCIO. Site License Software will be folded into Self-Service, as request-able items that customers can order. This is a huge accomplishment for our organization as it gives us a more defined process for obtaining things the same way every time while affording our universirty community customers the immediacy they have been asking for.

Looking beyond the Request Fulfillment and Self-Service wins, the ITSM program currently also has 4 active and chartered projects. Look for more information about their progress forthcoming. The projects include:

Problem Management, the prevention of problems and resulting incidents, eliminate recurring incidents. (Process Owner, Kevin Balogh)

Change Management, to ensure that all changes to IT Services are handled in a standardized way to meet agreed service levels and to prevent the occurrence of any change-related incidents. (Process Owner, Scott Johnson)

Request Fulfillment, dealing with the overall handling and fulfillment of Service Requests from the user community. (Process Owner, Bob Gribben)

Service Strategy, developing and overseeing process and guidelines around new service opportunity investments. (Process Owner, Tracey Richardson).

Thank you for reading.

The purpose of this message is to provide advance notice about upcoming ServiceNow planned maintenance on Sunday, February 19th.  This maintenance will entail changes to ServiceNow system roles.

Role assignments are being refined in ServiceNow. Previously, users were assigned broader roles that in turn displayed more features than required.  After the Sunday maintenance, users will still be able to perform the same functions for which they have been trained, without being presented with extraneous items that they do not need.

While the change should be transparent, users who are unable to access specific ServiceNow functions required to perform their job after Sunday 2/19, should access the OCIO Help and Support page to open a record in Self-Service or contact the IT Service Desk.

Thank you for reading!

During the evening of Tuesday, December 20th, Shibboleth authentication will be added to ServiceNow.

ServiceNow users will be presented with the Shibboleth login screen starting on Wednesday, just as they are today when using other Ohio State Web applications.

This modification should be transparent and will not change any other ServiceNow functionality.