We are currently underway in the second phase of our Service Delivery and Support program, which focuses on: Change Management, Project and Portfolio Suite, System Integration Design, and more. A refresher of last month's meeting is available on our program website.

Change Management

We are scheduling End User Testing to make sure our Change Management process meets the business needs of the university. The group leading the process consists of the Change Advisory Board (CAB) as well as other key stakeholders to our Change process. More information will be provided in the future. If you have any questions, please contact our Change Manager, Charlotte Ballou-Sarkar.

Starting today, you may notice some Change-related functionality in ServiceNow. A “Related Change” field has been added to the SCTASK record and an “Additional Changes” field has been added to the Related Records tab for Incident. These fields are not required for use currently but will be used with the upcoming Change Management module.

Time Worked

As we continue with time card entry in ServiceNow, please keep the following time types in mind when submitting your time card:

• Strategic: work associated with programs, projects, and new services
• Optimizational: Work associated with enhancements, upgrades, and bug fixes in non-production environments.
• Operational: work associated with incidents, requests, and knowledge management.

Our full Time Capture process guide and presentation is available in our Knowledge Base. If you need any assistance with this process, please let us know.

Project Portfolio Suite

Portfolio management is the selection, prioritization, and control of an organization’s projects and programs in line with its strategic objectives and capacity to deliver.

 

Service Catalog

We have updated our Service Catalog with new request items and workflows, now with multiple stages for each item.

Enhanced Catalog Items

• File Share Contract Agreement (new, change, cancel)
• Digital Security Certificate

New Catalog Items

• DoIT Item transfer
• Teaching and Learning Emerging Technologies Consulting and Support
• Data Center Facilities Management

Knowledge Management

We have enabled new Knowledge article templates, as well as the ability to add a related business service to a knowledge article. If you are listed as the manager of a business service, you will be notified when new Knowledge is submitted for your service. 

Several new processes and procedures have also been added to the Knowledge Base, including:

• Problem Management Process
• Root Cause Analysis (RCA) procedure and template

  

If you have any questions, please do not hesitate to contact us.

Thank you,

Service Delivery and Support team