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Celisa Manly

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Posted By Celisa Manly 07-17-2024 11:05:08 AM
Found In Egroup: IT Communications
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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 ...
Posted By Celisa Manly 07-09-2024 03:45:00 PM
Found In Egroup: Communications Infrastructure and Applications
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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, ...
Posted By Celisa Manly 07-09-2024 03:42:50 PM
Found In Egroup: IT Service Management
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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, ...
Posted By Celisa Manly 07-09-2024 03:39:59 PM
Found In Egroup: IT Procurement and Supplier Management
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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, ...
Posted By Celisa Manly 07-01-2024 02:48:38 PM
Found In Egroup: IT Service Management
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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 ...
Posted By Celisa Manly 07-01-2024 02:43:00 PM
Found In Egroup: IT Disaster Recovery and Business Continuity
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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 ...
Posted By Celisa Manly 06-24-2024 02:08:00 PM
Found In Egroup: Cybersecurity
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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 ...
Posted By Celisa Manly 04-29-2024 05:34:00 PM
Found In Egroup: IT Service Management
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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 ...
Posted By Celisa Manly 04-23-2024 02:21:00 PM
Found In Egroup: IT Service Management
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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 ...
Posted By Celisa Manly 03-13-2024 01:42:00 PM
Found In Egroup: IT Service Management
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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 ...
Posted By Celisa Manly 03-13-2024 11:29:00 AM
Found In Egroup: IT Service Management
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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
Posted By Celisa Manly 01-31-2024 04:06:00 PM
Found In Egroup: IT Service Management
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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 ...
Posted By Celisa Manly 01-18-2024 02:35:00 PM
Found In Egroup: IT Service Management
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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 ...
Posted By Celisa Manly 01-17-2024 09:36:00 PM
Found In Egroup: IT Service Management
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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, ...
Posted By Celisa Manly 12-12-2023 04:12:00 PM
Found In Egroup: IT Service Management
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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 ...
Posted By Celisa Manly 11-17-2023 02:06:00 PM
Found In Egroup: IT Service Management
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Good afternoon, Here at Northern Arizona University, we are navigating some upcoming changes to the license model for ServiceNow Application Portfolio Management (APM) application, which will be changing from per fulfiller to per business application. This has the potential to increase our costs ...
Posted By Celisa Manly 11-17-2023 02:04:00 PM
Found In Egroup: IT Procurement and Supplier Management
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Good afternoon, Here at Northern Arizona University, we are navigating some upcoming changes to the license model for ServiceNow Application Portfolio Management (APM) application, which will be changing from per fulfiller to per business application. This has the potential to increase our costs ...
Posted By Celisa Manly 09-27-2023 02:22:00 PM
Found In Egroup: IT Service Management
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Good afternoon, Lou, I'm curious about the communication practices, the assessment practices for changes, and your CAB representation. Communication and collaboration are an integral to effective change enablement, and often require attention to the culture of change even more than the forms and ...
Posted By Celisa Manly 09-05-2023 11:10:00 AM
Found In Egroup: IT Service Management
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Hi Mitch, I think of inquiries as "Requests for Information" rather than incidents. I'm interested to see what others have to say! Thanks, Celisa