ITSM News: Service Desk KB goes live, upcoming IT Customer Portal, Your Unit Reps

NOW LIVE! IT Service Desk internal knowledge base

As of April 11, 2019, all ITS staff will now be able to view the internal Service Desk KB articles, and play a role in maintaining knowledge within ServiceNow.

The internal IT Service Desk KB contains close to 300 articles, which are used by the Service Desk agents to resolve incidents and triage tickets. They will be reviewing the draft articles (migrated to ServiceNow from Moxie) and publishing them gradually over the next few weeks.

Find out what ITS staff outside the IT Service Desk can do with this  knowledge:

The Knowledge Base Managers for the internal IT Service Desk KB are:
Golam Chowdhary, Rachel Hall and Alex Bechalani.

Coming soon… IT Customer Portal

Later this spring, the IT customer-facing portal will be launched to ITS staff members only, in preparation for McGill-wide availability. It will introduce a new IT Service Catalog structure, based on focus group feedback.

You will be able to:

  • Browse the service catalog
  • Submit incidents and requests
  • View the status and follow up on your submitted tickets, incidents and requests.

Once it is available, we encourage you to use the portal features and share your experience with the project team.

We also plan to deploy the IT Customer Portal to a small set of pilot users (“early-adopters”) outside of ITS in advance of the McGill-wide launch. Further details will be coming soon.

Learn more about ITSM from your Unit Reps

Representatives for each unit will be meeting with the project team to learn first-hand about the latest ITSM progress. They will share with you any changes affecting your work processes, as well as opportunities to collaborate across ITS in preparation for the deployment to the McGill community. If you have any questions, bring them to your unit rep or your manager and they will find the answers.

Alex Bechalani (ICS)
Benoit Garceau (APMG)
Christopher Newman (AS)
Lai Yard Lee (ITCOM and Office of the CIO)
Michael Havas (NCS)
Daniel Trotto (SPDS)

See the ITS Organization Chart for new unit acronyms

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