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Celisa Manly

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RE: ServiceNow Service Catalog - Technical Construction Question

Posted By Celisa Manly 09-11-2024 12:08:09 PM
Found In Egroup: IT Service Management \ view thread
Hi Simon, That's an interesting approach. Are you able to display Services and Service Offerings in the Catalog on the Portal? I'm hearing that, in ServiceNow, Service and Service Offerings cannot appear on the Portal. As an aside, our CSDM implementation is going well. We started ...

RE: ServiceNow Service Catalog - Technical Construction Question

Posted By Celisa Manly 09-11-2024 11:54:08 AM
Found In Egroup: IT Service Management \ view thread
Hi JJ, You've hit on the crux of the matter for us. EDUACUSE Taxonomy EDUCAUSE Definition ServiceNow Object - Present Implementation ServiceNow Object - Proposed/Future Service Category A logical grouping of services that benefit from being managed together Service Catalog: ...

ServiceNow Service Catalog - Technical Construction Question

Posted By Celisa Manly 09-10-2024 03:03:00 PM
Found In Egroup: IT Service Management \ view thread
Good afternoon everyone, This is a question for those of us who have: (1) Adopted the EDUCAUSE Service Catalog model (Service Categories, Services, and Service Offerings), AND (2) Use ServiceNow to render the Service Catalog. I'm curious: What ServiceNow data objects (tables) did you use to ...

RE: Do you publish an annual report/impact report for IT? Please share!

Posted By Celisa Manly 07-22-2024 04:25:44 PM
Found In Egroup: IT Communications \ view thread
Hi Ryan, I've done a fair bit of work in this space, including producing quarterly reports for managing services, metrics for the annual service review by the CIO and Senior leadership, and providing supporting data for publication in annual reports and various presentations to trustees and so ...

RE: Change Management Job Descriptions

Posted By Celisa Manly 07-17-2024 11:05:08 AM
Found In Egroup: IT Communications \ view thread
Hi Erin, Are you looking for Organizational Change Management, or Change Management in the ITIL Sense? I've been hiring for an ITSM Change and Configuration Management role, and found there's a lot of confusion between Change Management and OCM, including amongst the candidates and applicants ...

SMS Services

Posted By Celisa Manly 07-09-2024 03:45:00 PM
Found In Egroup: Communications Infrastructure and Applications \ view thread
Good afternoon, Northern Arizona University in Flagstaff, AZ is in the early stages of discovering, articulating, and costing enterprise SMS service providers. Use cases include both one-way outbound notifications, two-way correspondence between campus service providers (IT, Facilities, HR, Finance, ...

SMS Service Providers

Posted By Celisa Manly 07-09-2024 03:42:50 PM
Found In Egroup: IT Service Management \ view thread
Good afternoon, Northern Arizona University in Flagstaff, AZ is in the early stages of discovering, articulating, and costing enterprise SMS service providers. Use cases include both one-way outbound notifications, two-way correspondence between campus service providers (IT, Facilities, HR, Finance, ...

SMS Service Providers

Posted By Celisa Manly 07-09-2024 03:39:59 PM
Found In Egroup: IT Procurement and Supplier Management \ view thread
Good afternoon, Northern Arizona University in Flagstaff, AZ is in the early stages of discovering, articulating, and costing enterprise SMS service providers. Use cases include both one-way outbound notifications, two-way correspondence between campus service providers (IT, Facilities, HR, Finance, ...

Scoring Criticality of Services and Products

Posted By Celisa Manly 07-01-2024 02:48:38 PM
Found In Egroup: IT Service Management \ view thread
Good afternoon, Please pardon any duplicates you may receive as a member of multiple communities. I have also reached out to the IT Disaster Recovery and Business Continuity CG. Here at Northern Arizona University (NAU), we are re-thinking how we approach assessment of the criticality of IT Services ...

Criticality and Business Impact Analysis

Posted By Celisa Manly 07-01-2024 02:43:00 PM
Found In Egroup: IT Disaster Recovery and Business Continuity \ view thread
Good afternoon, Here at Northern Arizona University (NAU), we are re-thinking how we approach assessment of the criticality of IT Services and Products to university operations. NAU is a four-year state university located in Flagstaff, AZ with 23,000 enrolled students, 600 faculty, 3,300 staff and ...

Data Inventory Best Practices

Posted By Celisa Manly 06-24-2024 02:08:00 PM
Found In Egroup: Cybersecurity \ view thread
Good afternoon, Northern Arizona University is beginning to refresh and reimagine it's practice to build an maintain a data inventory. We have completed a Data Classification and Handling policy (see here) and seek to understand what data classes are transmitted through, processed by, or stored within ...

Request for recommendation - documentation/video on how service management practices relate to each other Attachments

Posted By Celisa Manly 04-29-2024 05:34:23 PM
Found In Library: IT Service Management (ITSM)

RE: Request for recommendation - documentation/video on how service management practices relate to each other

Posted By Celisa Manly 04-29-2024 05:34:00 PM
Found In Egroup: IT Service Management \ view thread
Good afternoon, Wow – my apologies for blowing up everyone's email. I had no idea when I replied to Lucas that there was this sort of interest in this information. Talk about performance pressure! Attached are the first ~20 slides or so of my "ITSM Fundamentals" deck. I've trimmed ...

RE: Request for recommendation - documentation/video on how service management practices relate to each other

Posted By Celisa Manly 04-23-2024 02:21:00 PM
Found In Egroup: IT Service Management \ view thread
Hi Lucas, I have an ITSM fundamentals presentation that I use, sometimes as a stand-alone and sometimes as an introduction to a deep dive on one of the practices. In it I cover: Definition of ITSMComparison to other frameworks (NIST, ISO, COSO, ITIL, COBIT etc.)Objectives of an ...

RE: Support Levels, Incident Tiers Assignment

Posted By Celisa Manly 03-13-2024 01:42:00 PM
Found In Egroup: IT Service Management \ view thread
Hi Mike, Great questions! The intent here is to convey the end-users' point of entry; escalation through increasing levels of staff expertise; and the flow of knowledge back – thereby increasing the capabilities of Level 0 and Level 1, drawing on the ideas of "shift left" and "knowledge ...

RE: Support Levels, Incident Tiers Assignment

Posted By Celisa Manly 03-13-2024 11:29:00 AM
Found In Egroup: IT Service Management \ view thread
Good morning, Remo, I use either the graphic below, or, a classic swim lane process flow chart. In the graphic below, you could replace the "general" text with the escalation criteria. Hope this helps, Celisa

Differentiating between Service Requests and Incidents

Posted By Celisa Manly 01-31-2024 04:06:00 PM
Found In Egroup: IT Service Management \ view thread
Hi everyone, Here at Northern Arizona University, we're working on improving our understanding the difference between Service Requests and Incidents. I'm wondering if you have done something similar? We're starting at the "concept" level -- the "people" part of the People-Process-Technology ...

RE: ServiceNow Refresh at the California State University office of the Chancellor.

Posted By Celisa Manly 01-18-2024 02:35:00 PM
Found In Egroup: IT Service Management \ view thread
Hi Lou, At NAU we were also an early adopter, heavily customized, created technical debt. We tried to make ServiceNow look, feel, and behave like a custom-developed in-house tool – thinking it would spare our staff from having to learn something new. We have not refreshed the entire ...

RE: TDX/Ivanti and CMDB

Posted By Celisa Manly 01-17-2024 09:36:00 PM
Found In Egroup: IT Service Management \ view thread
Hi Tammy, NAU has been maintaining a CMDB in our ITSM tool, ServiceNow, for several years. My experience is that – regardless of the technology you've adopted – some things are consistent whether you use ServiceNow, TeamDynamix, Cherwell, or any other tool. First, it's important to establish governance, ...

RE: Vendor comparison and price sheet

Posted By Celisa Manly 12-12-2023 04:12:00 PM
Found In Egroup: IT Service Management \ view thread
Hi Mitch, I'm interested in bringing a trainer into Flagstaff for our folks at Northern Arizona University this spring. I'm looking for a new vendor, because Pink Elephant has lost their accreditation from Axelos. If anyone has an RFI or recommendation, and is willing to share, please ...