Copy
February 22, 2018
This monthly newsletter provides essential Service Management and ServiceNow information.
Stanford | Services & Support: Service Management Newsletter

Announcements

Tips and Tricks

SERVICENOW

Best Practice: Assign tickets to yourself when you begin working on them


To prevent two support technicians from working on the same issue, and to show that a support technician is going to help a particular customer, put your name in the "Assigned To" field and set the State to "Active" when you commit to assisting a particular customer.

REQUEST MANAGEMENT

What is a Support Request?

A Support Request is a new ticket type created in support of the FMS release. This new ticket type has more flexibility than the standard ServiceNow request forms implemented under the IT roll-outs.

MAJOR INCIDENT MANAGEMENT

How to escalate a Major Incident to UIT IT Operations Center

A “Major Incident” is a widespread, serious, major interruption or outage of a critical service that must be resolved with great urgency. They are classified as P1 and P2 incident tickets. The aim of the Major Incident Process is to quickly restore service with any means necessary, including workarounds.
Help us improve the newsletter, provide feedback

Resources

  ServiceNow general request

ServiceNow Slack channel

Service Management website

Service Management toolkit

Service Spotlight
Eleilda (Ellie) Ayala with Financial Management Services (FMS), was a key player in the extensive effort of onboarding FMS onto ServiceNow. She went above and beyond her duties to ensure the deployment was successful!
Stanford University