IT Service Management

Phase 2.0 of the ITSM project had its official kick-off at the beginning of January, 2018. As was announced at the Town Hall last November, this phase will bring the following processes into ServiceNow:

• Incident Management
• Request Fulfillment (no changes to public-facing request forms)
• Notifications for major incidents and Change Management
• Business Needs Statements (BNS) – ServiceNow will be used to record BNS submissions
• Knowledge Base (a pilot group will use the KB in ServiceNow for internal operating procedures)

These processes are scheduled to go live in July 2018, at which time HEAT and ITS Motion will no longer be used within IT Services.

Joint Application Design (JAD)

We are using a collaborative approach called Joint Application Design (JAD) to involve key members of ITS, to ensure the processes and configuration of ServiceNow meet our needs.

• In January, JAD sessions were completed for Incident Management, Notifications and changes to the CMDB (new configuration items and types to support the new processes).
• JAD sessions for Request Fulfillment will be conducted in mid-February.
• JAD sessions for Knowledge Base and BNS will be conducted in March

Project Team and JAD Participants

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