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 https://mcgill.service-now.com

  • 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


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