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Mike Sweeney

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RE: Support Levels, Incident Tiers Assignment

Posted By Mike Sweeney 03-13-2024 02:05:18 PM
Found In Egroup: IT Service Management \ view thread
Hi Celisa, Yes this does. Thanks for explaining that. Mike Mike Sweeney Service Portfolio Manager Information Technology Services University at Albany 518.437.4524 msweeney2@albany.edu 1400 Washington Avenue, ITB 102B, Albany, NY 12222

RE: Support Levels, Incident Tiers Assignment

Posted By Mike Sweeney 03-13-2024 12:40:15 PM
Found In Egroup: IT Service Management \ view thread
Hi Celisa, Thanks for sharing this. Based on the diagram, are you saying the user can't interact with the 2 and 3 levels of support, or are you indicating you don't capture demand at the 2 and 3 levels of support? I understand that the contact wouldn't immediately interact with levels 2 and 3 support, ...

RE: Where do you store/publish your services

Posted By Mike Sweeney 08-24-2023 06:36:00 PM
Found In Egroup: IT Service Management \ view thread
Hi Paul, I really like this question, because I get this question from ITS staff regarding where our service information is posted. I use the attached graphic during the ITSM orientation process for new staff to show the areas where we publish our service information, because it depends on what ...

Where do you store/publish your services Attachments

Posted By Mike Sweeney 08-24-2023 06:36:00 PM
Found In Library: IT Service Management (ITSM)

RE: Where do you store/publish your services

Posted By Mike Sweeney 08-24-2023 06:11:26 PM
Found In Egroup: IT Service Management \ view thread
Portfolio is stored in SharePoint where only ITS staff can see Catalog is published in wiki which doesn't require login Knowledge base is stored in wiki which doesn't require login. Knowledge base only contains information for service offerings. Information for solutions is provided to customers to store ...

Service Portfolio categorization question

Posted By Mike Sweeney 03-30-2023 07:15:29 AM
Found In Egroup: IT Service Management \ view thread
Hi Everyone, What would you label/categorize a software application in your Service Portfolio? We currently use the attributes configuration items, solutions, and service offerings for items in our service portfolio. Do you use any of those attributes or something else for software applications? I ...

RE: Change Management & Veto

Posted By Mike Sweeney 11-14-2022 05:50:35 AM
Found In Egroup: IT Service Management \ view thread
Hi Pankhil, We won't proceed with a change until the head of our committee makes the determination if a change should proceed after a certain number of committee members have weighed in via email. The approval text is Change is approved if no concerns are raised in the next # hours This allows ...

RE: ServiceNow outage

Posted By Mike Sweeney 10-11-2022 08:59:56 AM
Found In Egroup: IT Service Management \ view thread
I'm sorry to hear about the ServiceNow outage, however I would be really interested in hearing your approach in how you captured demand and managed work when the cloud hosted service management tool was down. We are currently looking into options for a new ITSM tool to replace our on-prem tool, and ...

RE: Release Management Planning

Posted By Mike Sweeney 06-10-2022 07:27:00 AM
Found In Egroup: IT Service Management \ view thread
Hi Dave, Do you mean Release Management for application development, or did you mean how we manage the release of changes or updates in the service portfolio? For changes in the portfolio, at our institution most of the changes occur utilizing project management. We start by identifying the service ...

Release Management Planning Attachments

Posted By Mike Sweeney 06-10-2022 07:26:56 AM
Found In Library: IT Service Management (ITSM)

How to do configure your service management tool to capture detailed metrics?

Posted By Mike Sweeney 05-19-2022 04:40:05 PM
Found In Egroup: IT Service Management \ view thread
How do you categorize and capture detailed work in your service management tool? For example, I have a service offering Academic Technology and Support that covers all issues relating to physical classrooms. If a projector was broken in a classroom it would be categorized as an incident, the service ...

RE: ticket Classification question

Posted By Mike Sweeney 05-04-2022 09:31:16 AM
Found In Egroup: IT Service Management \ view thread
Hi Jim, I agree with you regarding your logic, however it doesn't always work when the assets involved are owned by separate entities. For example Our IT organization is not responsible for all hardware on campus. Some departments own their equipment and ITS doesn't manage the inventory for it. ...

RE: ticket Classification question

Posted By Mike Sweeney 05-03-2022 08:33:23 AM
Found In Egroup: IT Service Management \ view thread
Hi Deborah, We have 4 labels for issues that we address in our organization. Service request, a user asks for something. Incident, something is broken and the user can perform their job until the issue is resolved. Operational Activity, work that is routinely performed but no one asks us to do ...

Seeking advice and examples of service roadmaps

Posted By Mike Sweeney 05-03-2022 06:16:24 AM
Found In Egroup: IT Service Management \ view thread
Hello, We are starting our journey of implementing the development and use of roadmaps for our services. Does anyone have advice/guidance or examples of service roadmaps they could share? I am really interested in seeing any roadmap examples from the various categories, like one service from the ...

RE: ticket Classification question

Posted By Mike Sweeney 05-02-2022 01:56:24 PM
Found In Egroup: IT Service Management \ view thread
Hi Deborah, Thank you for asking this question. I think it's a really interesting situation and I've appreciated the answers shared so far. We have many service offerings that are given to the user without them asking for it, but if they didn't have it and they asked for it then we would give it ...

RE: separating services in catalog by audience

Posted By Mike Sweeney 01-30-2022 08:13:17 PM
Found In Egroup: IT Service Management \ view thread
Hi Mark, I think Business services and IT services are appropriate labels for institutions that have distributed IT. Parts of our campus have some departments that manage their own IT, and they make requests of service offerings in our IT services category through the Service Desk. This is because ...

RE: separating services in catalog by audience

Posted By Mike Sweeney 01-27-2022 07:19:51 PM
Found In Egroup: IT Service Management \ view thread
Hi Becky, If you roll up your services or offerings to a higher level, how do you ensure the correct service owner or team members are involved when resolving an issue that arises? If the service owner and team members are the same for all of the things being rolled up then it's probably not an issue. ...

RE: Learning about service management

Posted By Mike Sweeney 01-06-2022 02:36:57 PM
Found In Egroup: IT Service Management \ view thread
Hi Alex, We recognize that project management is not service management but they are both horizontals that span the entire IT organization. Our project portfolio categorizes projects via service and can report on the status of closed or opened projects via service or service category. For ITSM, ...