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Corey Liss

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RE: Definition of I.T. Projects vs I.T. Tasks

Posted By Corey Liss 10-19-2023 04:26:38 PM
Found In Egroup: IT Service Management \ view thread
From https://pmo.uchicago.edu/project-definition-and-initiation/ --- The work will be considered a project if it meets one or more of the following criteria: is estimated to take over 320 hours (effort) requires coordination among two or more groups within IT Services is estimated to take longer ...

RE: Change requests with Information Security implications

Posted By Corey Liss 09-27-2023 04:41:43 PM
Found In Egroup: IT Service Management \ view thread
I'm going to come at this from the opposite side as Celisa, and focus on the submission part. At UChicago, requests for firewall updates/new rules/etc. are submitted as service requests in ServiceNow, using a form that explicitly asks all of the information we need, and running through the security reviews ...

RE: Poke the bear - Logging inquires

Posted By Corey Liss 09-06-2023 03:35:16 PM
Found In Egroup: IT Service Management \ view thread
Request. Our big struggle is keeping things from going the other way -- people have a strong tendency to log incidents on request tickets. -Corey --- Corey Liss Service Delivery Manager | IT Services The University of Chicago Pronouns: he/him/his Phone: 773.702.0392 Mobile Phone: 773.307.5318 ...

RE: Group vs Individual assignments in Change Requests

Posted By Corey Liss 08-02-2023 03:40:36 PM
Found In Egroup: IT Service Management \ view thread
At Chicago, our general practice is that people don't create change requests for other groups; they put in a general service request, then someone in the group in question creates the CR. Typically, whoever creates the CR assigns it to themselves, though in some cases a manager will create the CR and ...

RE: Unsuccessful vs Successful with Errors Change Orders

Posted By Corey Liss 07-21-2023 05:28:53 PM
Found In Egroup: IT Service Management \ view thread
For uchicago, any change that ends in a rollback is definitely marked Unsuccessful. In the scenario you describe, though... We have a lot of variation in our server farms and desktops, some of it due to legacy, some of it due to idiosyncratic software. As a result, we expect that, in any mass patch ...

RE: Standard Changes

Posted By Corey Liss 05-19-2023 02:26:15 PM
Found In Egroup: IT Service Management \ view thread
I think we're in line with what others have been saying. We allow Standard Changes to cause downtime if it's during a regularly scheduled maintenance period approved by the business and we allow patching and updates that follow a standard release procedure and aren't expected to cause unusual downtime ...

UX Consultants or Agencies for IT Portals

Posted By Corey Liss 11-17-2022 05:00:48 PM
Found In Egroup: IT Service Management \ view thread
All, We have an IT service portal in ServiceNow at the moment which is not heavily used. We'd like to bring in some contractors to help us analyze the user experience of our portal to try and figure out why people are reluctant to use it and how we can revamp it to invite more use. Has anyone else ...

RE: Change Management & Veto

Posted By Corey Liss 11-14-2022 01:35:25 PM
Found In Egroup: IT Service Management \ view thread
Theoretically yes, in practice it's never come to that -- people voluntarily pull back the change if they see too much resistance building and fix whatever the issue was before resubmitting. Additionally, our IT Security team has the right to veto any change they feel poses a security risk; I don't think ...

RE: Policy for Standard Changes Going Awry

Posted By Corey Liss 10-28-2022 04:55:12 PM
Found In Egroup: IT Service Management \ view thread
We don't require a 100% success rate for Standard Changes, but we do review all unsuccessful changes, and if we see that a group or a specific change is failing a lot we'll reach out to the group to find out what's going on. Depending on how that discussion goes, we may revoke the standard change in ...

RE: Routine Change Processes

Posted By Corey Liss 09-21-2022 09:51:34 AM
Found In Egroup: IT Service Management \ view thread
For us, applying a 24-hour window like that would have defeated the purpose -- being able to do standard changes "on the fly" as part of regular operational work while still having the CYA of a ticket was one of the benefits of standardizing (and helped incent people to record these kinds of routine ...

RE: Intake methods for tickets/cases

Posted By Corey Liss 07-12-2022 04:46:06 PM
Found In Egroup: IT Service Management \ view thread
Email, phone, portal, walk-up Phone has priority, and the walk-up is a dedicated service that does nothing else, so sort of that as well? We do convey that phone is prioritized over email/portal for urgent issues. Email and phone are the strong preferences, depending on the individual. We see some resistance ...

RE: Service Ownership, Service Offering Managers - questions about these roles

Posted By Corey Liss 03-28-2022 05:53:03 PM
Found In Egroup: IT Service Management \ view thread
We've added a couple of fields to the Business Service for audit or CAB purposes, but nothing related to ownership or contacts... I didn't even know the Business Contact field existed. Might have to look at that, we have had some discussions about business owners lately... For the time being we're just ...

RE: Service Ownership, Service Offering Managers - questions about these roles

Posted By Corey Liss 03-28-2022 04:52:29 PM
Found In Egroup: IT Service Management \ view thread
We've added a couple of fields to the Business Service for audit or CAB purposes, but nothing related to ownership or contacts... I didn't even know the Business Contact field existed. Might have to look at that, we have had some discussions about business owners lately... For the time being we're just ...

RE: Service Ownership, Service Offering Managers - questions about these roles

Posted By Corey Liss 03-25-2022 05:36:25 PM
Found In Egroup: IT Service Management \ view thread
We aren't 100% consistent with this, but in general, we try to put our service owners at the director level and service offering managers at manager/senior technical lead level. We try to have both roles assigned for every service. Managers and directors are in "people management" as well as service ...

RE: ITSM tool feedback survey

Posted By Corey Liss 11-24-2021 01:25:23 PM
Found In Egroup: IT Service Management \ view thread
David, Sorry to be late responding to this (Proofpoint is still quarantining EDUCAUSE email on me)... But would it be possible for you to share the questions you asked on your CAB process? We see similar behavior here (broad attendance but not much participation), so it might be interesting for us ...

RE: Request process for suppression of alerts

Posted By Corey Liss 10-26-2021 11:40:55 AM
Found In Egroup: IT Service Management \ view thread
Nick, A question on your process.... How exactly do you handle changes which affect a large number of CIs? We haven't found a way that doesn't involve either a change request for each CI or manually adding dozens of CIs to a related list, both of which seem like a lot of effort (and probably prone ...

RE: ServiceNow Agent Workspace

Posted By Corey Liss 10-26-2021 11:35:54 AM
Found In Egroup: IT Service Management \ view thread
Sorry to be late repsonding here, this got trapped in my spam filter... UChicago has been on Agent Workspace since last December, I'm happy to set something up with our Service Desk manager and/or the SN dev team to talk about how we handled it. (One tip: Be prepared to completely overhaul how your metrics ...