As part of the ongoing ServiceNow roll-out, NSS will begin processing incidents in ServiceNow as a pilot group this weekend, a month before the full go-live date. During the training sessions this week we will go over the process for how we will accomplish working within both ServiceDesk and ServiceNow at the same time. . The process we will be using is described below.
The ServiceNow rollout will occur in three stages:
April 15th - Network and System Services
May 8th - Glassboro TS/Workshop
May 15th - All remaining IRT departments, including SOM TS and Clinical Systems, as well as the library, RowanCard, WTE, etc.
Starting Saturday, April 15th:
All Email addresses that are directly associated with NSS in ServiceDesk will automatically create incidents in ServiceNow. This list includes:
All NSS technicians will be managing Incidents assigned to them within both systems. Existing tickets already assigned in ServiceDesk will remain in ServiceDesk. Every effort should be made to close out existing tickets in ServiceDesk as soon as possible.
If the Support Center (or another IRT unit) receives a ticket that is meant for NSS, they will follow their existing business process and assign it to the NSS group responsible for that item within ServiceDesk.
NSS management will review tickets assigned to NSS within ServiceDesk and if the tickets can be cleanly transferred to ServiceNow they will do so, close the ticket within ServiceDesk, and assign the newly created ticket within ServiceNow to the appropriate technician. Tickets which may move between groups within ServiceDesk will remain in ServiceDesk and be assigned to an NSS technician - this necessitates individual technicians working through tickets in both systems.
Incidents assigned in ServiceNow should be processed and completed within ServiceNow. If a ticket needs to be reassigned to the Support Center for any reason, reassign the ticket within ServiceNow. The Support Center will be monitoring their queue within ServiceNow. This process will provide the Support Center staff with an opportunity to work in ServiceNow without moving the full volume of email@example.com tickets into the new platform.
If you have any questions or concerns with anything in the below proposed rollout plan, please email firstname.lastname@example.org.