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Kelly Wilcox

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Rescheduled Changes in TDX

Posted By Kelly Wilcox 01-18-2024 12:54:00 PM
Found In Egroup: IT Service Management \ view thread
Happy New Year, Educause Members! Quick question to kick off 2024: How is your HigherEd institution handling rescheduling change orders that have already been approved in TDX? 🤔 Any innovative approaches or valuable insights you can share? Wishing you all a year filled with growth, success, ...

Unsuccessful vs Successful with Errors Change Orders

Posted By Kelly Wilcox 07-20-2023 07:42:00 PM
Found In Egroup: IT Service Management \ view thread
Good evening IT Service Management Community, I previously contacted the group hoping to understand how other universities are managing failed/unsuccessful changes. I have an additional question and hopefully, receive your university's definition of unsuccessful vs. successful w/errors, specifically ...

RE: Change Control Workflow

Posted By Kelly Wilcox 05-22-2023 03:29:00 PM
Found In Egroup: IT Service Management \ view thread
What ITSM tool are you using? ------------------------------ Kelly Wilcox Service Management / Change Manager Michigan State University ------------------------------

RE: Change Control Workflow

Posted By Kelly Wilcox 05-22-2023 03:28:45 PM
Found In Library: IT Service Management (ITSM)

Change Management - Change Order Communication Plans

Posted By Kelly Wilcox 10-31-2022 09:41:04 AM
Found In Egroup: IT Service Management \ view thread
Good morning - Would anyone be willing to share their change order communication plan expectations? I am curious about what other universities are doing to meet the lead time for approval and communication plan requirements. For example: We have a campus-wide network CO that will impact campus. Our ...

Can TDx Manage Multiple Academic / Event Calendars??

Posted By Kelly Wilcox 09-27-2022 09:15:31 AM
Found In Egroup: IT Service Management \ view thread
Good day IT Service Management Community, Is there a way to view multiple calendars (academic, events, and change) within TDx? I've tried leveraging MS Teams, Office365 (Outlook) and our existing ITSM toolset, however, I cannot find a way to integrate multiple calendars. The million-dollar question... ...

RE: Change Management - Post Implementation Review of Emergency Changes

Posted By Kelly Wilcox 09-01-2022 06:15:02 AM
Found In Egroup: IT Service Management \ view thread
Good day David, Can you share the template with me also? I am also interested in how our universities are handling PIR's. kwilcox2@msu.edu Thanks and have a wonderful day ------------------------------ Kelly Wilcox Service Management / Change Manager Michigan State University ------------------- ...

RE: RUGIT/UCISA/EDUCAUSE ITSM Open House- first ever!

Posted By Kelly Wilcox 08-24-2022 11:55:19 AM
Found In Egroup: IT Service Management \ view thread
Thanks, Mitch, I plan on attending. ------------------------------ Kelly Wilcox Service Management / Change Manager Michigan State University ------------------------------

RE: Password reset - Incident or request

Posted By Kelly Wilcox 08-24-2022 09:07:13 AM
Found In Egroup: IT Service Management \ view thread
Responses to your questions; How are you handling password reset inquiries in your ITSM tool? Is an incident or request created? Requests tickets. Are you using some tool/technology to support self-service password resets in the use case I mention above? During the new student orientation sessions, ...

RE: Change Management - Out of Scope/Routine

Posted By Kelly Wilcox 08-24-2022 08:22:26 AM
Found In Egroup: IT Service Management \ view thread
Good morning - We follow the same practice of having a CO for changes to the prod environment. ------------------------------ Kelly Wilcox Service Management / Change Manager Michigan State University ------------------------------

Change Management - Failed Changes

Posted By Kelly Wilcox 08-18-2022 10:21:15 PM
Found In Egroup: IT Service Management \ view thread
Good evening - I am curious to know how other HigherEd institutions are handling failed standard change orders. I have received feedback indicating we are being too rigid with the change process. I listed our definition of a standard/standard bau we use. I am in the process of reducing the change type ...

RE: ticketing system cause codes

Posted By Kelly Wilcox 08-18-2022 09:12:06 PM
Found In Egroup: IT Service Management \ view thread
Hello Becky, We use root cause for change and problem tickets. For requests and incidents, we use another list to help identify areas for improvement. ------------------------------ Kelly Wilcox Service Management / Change Manager Michigan State University ------------------------------

RE: Process Enhancement - Major Incident Review

Posted By Kelly Wilcox 08-18-2022 08:01:16 PM
Found In Egroup: IT Service Management \ view thread
Hello Amit, Are you able to send the link to the IT Incident Commander website? Thank you ------------------------------ Kelly Wilcox Service Management / Change Manager Michigan State University ------------------------------

RE: Scheduling/Calendaring system

Posted By Kelly Wilcox 08-18-2022 06:39:11 PM
Found In Egroup: IT Service Management \ view thread
We use Eventbrite for facilitating event registration and payment. https://ecommerce.msu.edu/services/eventbrite/MSU%20Eventbrite.aspx ------------------------------ Kelly Wilcox Service Management / Change Manager Michigan State University ------------------------------

RE: Incident Categories

Posted By Kelly Wilcox 08-18-2022 06:21:00 PM
Found In Egroup: Cybersecurity \ view thread
Hello Josh, We use an incident priorization matrix to decide how to determine the categories. ------------------------------ Kelly Wilcox Service Management / Change Manager Michigan State University ------------------------------

RE: ITSM Tool Transition and Consolidation Advice

Posted By Kelly Wilcox 07-21-2022 08:48:53 AM
Found In Egroup: IT Service Management \ view thread
Hi Nate, We are also preparing for an ITSM tool migration and would love to hear about the prep work strategy, lessons learned, and wins. ------------------------------ Kelly Wilcox Service Management / Change Manager Michigan State University ------------------------------

Best practices on creating and managing support groups

Posted By Kelly Wilcox 07-20-2022 04:08:02 PM
Found In Egroup: IT Service Management \ view thread
Good day, Many years ago, our ITSM team allowed teams to set up a service per support group model. Over the years, our services have grown, and so has the number of support groups. Our IT department plans on replacing the ITSM tool over the next several months. We have decided it would be prudent to ...