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

ITSM 2.1 Kicks Off – January 2019

The official kick-off meeting for ITSM 2.1 was held this week, with about 50 attendees — Directors, members of the Project Team, and Service Managers across all ITS units.

You can find out all the details about this phase of the project by viewing the PowerPoint presentation: ITSM-2.1-Kickoff-Jan2019


Note that over the coming months you can expect to receive email newsletters containing information about ongoing maintenance releases for ITSM 2.0 functionality, as well as news about the ITSM project.

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.

Click to enlarge image

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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