Author: icit-pr

In an effort to make the ServiceNow training as relevant as possible, we’ve worked with your managers to identify three clusters of activities that we’ve grouped into training modules. If you have any questions on which training to complete please contact your manager.

Level A:

• General Navigation
• Incidents: Open, Escalate, Resolve, Cancel
• Requests: Open, Cancel
• Internal KB Articles: Publishing and Reviewing
• Overview of the end-user self-service portal

All members of ICIT will be taking Level A training. The training will be self-paced, and is now available! You can self-enroll in the Canvas Training Course.

There will be additional walk-in sessions available in McGraw 19C from 12-1pm on Friday (3/6) and Monday (3/9) for any additional questions regarding the material.

For those who will be proceeding to Level B training, we suggest you complete the Level A training prior to March 9th. All others should complete the training prior to Go Live on March 23rd.

Level B:

• Requests: Processing and Fulfillment
• Reporting
• Change Management
• Problem Management

You will be required to take Level B training if your manager has identified that your role requires additional responsibilities within ServiceNow. Training will be offered as an in-person session during the week of March 9th, completion of Level A will be a prerequisite. Look for invitations to Level B training this week.  If you are unable to make the scheduled time, please contact Mary Acuna to reschedule.

Level C:

• Admin: Templates, Editing service items
• Service Catalog Management: Adding a new product record and adding a new catalog entry
• External KB Articles: Publishing and Managing

There are a few specialized tasks within ServiceNow which will be covered in Level C training and will be offered in small-group sessions by topic. If your manager has recommended you attend Level C training, we will reach out to you to schedule a time.

As part of the implementation of ServiceNow, our ICIT services were reviewed and organized into categories of business services and service offerings.

A business service is university work or goods supported by our IT infrastructure. Some of the services we offer include email, student information systems, lab & classroom technologies, instructional activity technologies, etc.

A service offering is how we deliver the business service. It also allows for management of assignment groups, availability tracking, and managing SLAs at a more granular level. Examples of our service offerings are WINS, Lab & Classroom AV, Instructional Blogs, etc. 

You may notice these have changed slightly from how they were listed in HPSM, this was done to better align to industry standards and our current UW-W services. 

Below you’ll find the current listing of business services and service offerings. The business services are grouped into categories, these categories help organize the list, but will not be in ServiceNow.

ServiceNow is a modern, cloud based IT Service Management platform that will be replacing HPSM. Nick Ciesinski has been working closely with our ServiceNow implementation partner Crossfuze and the configuration of our instance is almost complete.

There were a number of enhancement opportunities you identified with our current processes and we’re excited to say many of them will be available when we go live. We’ll be sharing more on these in a future update.

Anna Schuette-Reid, Morgan Fries and Kirsten Mortimer are in the process of developing training materials. The training sessions will take place in early March so keep an eye out for details on training dates and times.

We are still on schedule to go live with ServiceNow over Spring Break. As a reminder, ‘go live’ means that any new tickets, requests or changes after that date will be in ServiceNow. We will continue to work existing HPSM tickets, requests and changes in HPSM until they are closed.

As you’ve discussed with your manager, please continue to review the KB articles from HPSM, but do not update them inside of HPSM. Instead, please make updates to the articles on the ServiceNow Google Drive at this location: https://drive.google.com/drive/folders/0AKsASepOtEtoUk9PVA

Things you can do to get ready:
• Review old tickets, requests and changes in HPSM and close if they’re complete.
• Review and update your HPSM KB articles in Google Drive.

If you have any questions please reach out to your manager or Mary Acuna.