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Generally speaking, our service desk is the first line of support for all services in the catalog but, as you said, for vendor supported services, there might be an option for consumers to contact the vendor directly. Azure and AWS are examples where the consumer can contact the vendor directly. Overall, ...

I would agree with a few others here on considering the CR unsuccessful and following up with a PIR / root cause analysis to determine what can be done to modify the process to result in a successful outcome on the future. All involved should understand that the objective of change management is not ...

Good afternoon all! At the University of Texas at Austin we are working to implement the major incident management (MIM) module in ServiceNow and would be ever grateful to anyone who has successfully implemented this at their institution and would be willing to provide a live demo with a short Q&A to ...

We too have been noodling on this at UT Austin and haven't made any decisions to change the structure yet. In my mind, the majority of users are going to search for the keyword "cloud" rather than trying to find a category in the catalog for cloud services. With that in mind, I'm tending towards ensuring ...

Hey Sarah, The way we assess risk sounds very similar to what Mark described. I've attached a short PowerPoint presentation that details how we assess risk and how it applies to standard and normal changes. The questions are part of the request for change form in ServiceNow. The risk (and whether ...

Hey Jim, We also don't have a 24 hour requirement but if you aren't already, you might consider applying an Agile approach to standard changes by having changes released in sprints. Each service, or service group, would implement their standard changes in a regularly scheduled maintenance window. which ...

At UT Austin, we have employed a few communication modalities to reach people directly but it is always a work-in-progress. Passive: For changes, we utilize the ServiceNow IT Maintenance Calendar and also publish a report of approved scheduled changes coming up in the next two weeks to an IT community ...