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

Release notes and tips for September 24 post-golive release

Changes included in this release


  • Customers will now receive an automated email, acknowledging receipt, when they send an email to IT Support (this was disabled temporarily, during the stabilization phase).
  • When a customer clicks the Close Now link in a closing email, it will no longer create a new Ticket.
  • CI contacts will no longer receive Alerts twice.

Miscellaneous form changes

  • Incident Category and Subcategory will only be mandatory for WMS and Desktop Support services.
  • The Major Incident Manager field has been moved to the Incident form.
  • Ticket number has been added to a tab within the Request Item.

Tip: Creating a Request on behalf of someone else


When creating a request on behalf of someone else, your name is put into the Requested For field of the REQ and RITM records. It should be changed to the real customer, but if you try to do it on the RITM record you will see that the Requested For field is locked.


Go back to the REQ record and change it there. The new name then flows through to the RITM record and the real customer will receive all subsequent notifications through ServiceNow.

Note: Since the customer doesn’t receive the initial notification that the Request has been created, you should forward it to them and explain that you created it on their behalf.

ITSM 2.0 Celebration

The ITSM 2.0 release was celebrated last Thursday, Sept.13, at Thomson House. Daniel Letendre and Carla D’Alessandro thanked all contributors for their hard work and dedication to the project. Stuart Forman spoke about the good spirit he observed among the team and said we need to value that comradery and keep it going.

We ate, drank and even played a game — everyone seemed to enjoy the evening.

View the fun-facts slideshow presentation (PDF)

Here are some pics…

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).

Click to enlarge

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.

Click to enlarge


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

Blog authors are solely responsible for the content of the blogs listed in the directory. Neither the content of these blogs, nor the links to other web sites, are screened, approved, reviewed or endorsed by McGill University. The text and other material on these blogs are the opinion of the specific author and are not statements of advice, opinion, or information of McGill.