ITSM 2.0 Implementation Plan and Post-GoLive Support

We are fast approaching the ITSM 2.0 Go Live date: Monday, July 16 at 7am. We would like to take this time to inform you of the implementation plan and key dates. We also present the support process during the post go live stabilization period, as well as reminders about training and documentation resources.

What’s happening Thursday, July 12 to Monday, July 16

The official go live date is Monday, July 16 at 7am. New tickets, incidents, service requests and business needs will be processed in ServiceNow starting at that time.

As part of the implementation plan, ITSM 2.0 features will be put into the production instance of ServiceNow as early as 11 pm on Thursday, July 12. However, the only process affected before Monday will be Change Management. If you create a new Change Request requiring a planned service outage, a new Outage record will be created, and you will have to enter the actual Begin and End times of the service downtime on the Outage record before closing the Change record.

During the weekend (until 7am Monday morning), HEAT and ITS Motion will continue to be used for all other activities, including Major Incidents and System Status Announcements (SSAs).

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Go Live Monday, July 16 @ 7:00 am: Work starts in ServiceNow

  • All new tickets, received from Friday July 13 at 5 pm and going forward, will be processed in ServiceNow.
  • All Major Incident alerts and outages will be managed in ServiceNow.
  • All maintenance alerts and outages for Changes will be created in ServiceNow.
  • ITS Motion and HEAT will be available for approximately 6 weeks, to view, update and close existing SSAs, and HEAT tickets (opened before July 13 at 5pm). After August 31, these systems will be accessible in read-only mode.
  • No new tickets or SSAs may be created in HEAT and ITS Motion.

Support for ITSM after golive

For six weeks after golive, till August 31, there will be a “stabilization” period to resolve defects and help answer questions about the new processes.

For the first two weeks there will be walk-in and phone support available. The process managers will be located in 688 Sherbrooke, room 1647, close to the Service Desk, to handle urgent questions and assess defects. See graphic below.

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Process Managers: Debra Simpson (Request), Costa Samaras (Incident), Vince Ferracane  (Change), Simon Fulleringer (SACM/CMDB)

After the first two weeks, the Process Managers will remain available from their regular desks, by phone or email until the end of the stabilization period.

Conference bridge to field calls

A teleconference bridge will be set up in the Task Force room (688 Sherbrooke, room 1647). It will be open for two 1-hour periods each day: 10-11 am and 2-3 pm

All ITS employees are welcome to dial-in and ask their questions directly to the Process Managers: 514-736-8049  Conference 7118276

ITSM 2.0 Training and Support Materials

In preparation for the ITSM 2.0 GoLive, we have developed training and support materials. The resources below compliment the Incident, Request and Ticket hands-on training that many of you have already taken.

Alerts and Outages for Change
– video, article and Q&A session

To prepare you to use the Alerts and Outages features of ITSM 2.0, we have developed a video and knowledge article.

Once you have viewed the materials, you are  invited to submit any questions to the Change Process Managers and then join us for a live Q & A session on July 11th.

Step 1. Watch the video >>

Step 2View the knowledge article >>

Step 3. Submit questions by email

Step 4. Sign up for Q& A session in Minerva ITM326

CMDB awareness sessions

Sign up for awareness sessions about the changes that will be implemented in the Configuration Management Database (CMDB): New Location data, Contact information and AV equipment.

Two sessions are available: July 10 and 12

Sign up in MinervaCMDB Awareness session – ITM325

Job aids and training PPT presentation

Incident Quick Reference (2 page PDF)

Request Fulfillment Quick Reference (2 page PDF)

Incident and Request Training Workshop Presentation (PDF)

Knowledge Articles

Please refer to the following Knowledge Articles to refresh your memory of various tasks in ServiceNow. They will soon be linked from the Help (?) button at the top of the relevant ServiceNow forms. Note that the contents are being revised as needed over the next few weeks. These links open in ServiceNow QA instance and will be transferred to Production before GoLive.

Your feedback on the content of these articles would be greatly appreciated. If you spot any inaccuracies or missing information, please send an email to the project team at

Project update: April 2018

The ITSM project team has been hard at work, building and testing the Incident Management and Request Fulfillment processes, Alerts, Business Needs tracking, as well as changes to the CMDB in ServiceNow in time for the GoLive of phase 2.0, which is planned for July 2018.

In this newsletter, we would like to give you some information about how we are preparing and supporting ITS employees for this GoLive.

For a recap of the ITSM processes in scope for phase 2.0, see: Welcome to ITSM 2.0

Change Agents are your points of contact

The Directors have recently appointed “Change Agents“, who will act as liaisons between their units and the core project team, a role similar to that of the Champions in phase 1. They will be your points of contact to:

  • Convey information about how your team will be impacted by the project
  • Answer your questions and bring them back to the project team so that we can provide additional information if needed

Here are the names of each Change Agent, and the ITSM processes and IT units they will represent.

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What’s changing for you and your team?

Do you know how the ITSM 2.0 release will affect the way you work? In the coming weeks, the Change Agents will be leveraging your existing team meetings or creating special meetings to present the key changes for each process and how you will be impacted. You will have an opportunity to ask questions and discuss any concerns you may have.

Training and Documentation

Training will start in June and will continue through July 2018.

Classroom-based, hands-on training  will be offered for Incident Management (IM) and Request Fulfillment (RF). A separate course will be proposed for reporting.

Additional training materials, including video clips (such as those listed below, which were created for phase 1.0), quick-step reference sheets and documentation will be made available for IM, RF and the other ITSM 2.0 processes:

  • Using Alerts for Change Requests
  • Tracking Business Needs
  • Reporting and Dashboards

Videos (on Video @ McGill)

If you haven’t been using ServiceNow recently, we strongly suggest you refresh your memory on the basic interface and navigation. These videos can help you get reacquainted with the tool in advance of the hands-on training sessions. Basic navigation will not be covered in the classroom-based training sessions.

Note that you will be prompted to sign into Office 365 to access these videos.

Watch video: ServiceNow Homepages and basic navigation (2:46)

View KB article: ServiceNow Homepages

Watch video: ServiceNow lists – search filter, sort and group items in a list (3:22)

View KB article: Viewing and Querying Lists

Welcome to ITSM 2.0

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.

Project Team and JAD Participants

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