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Terri Kouba

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RE: Where do you store/publish your services

Posted By Terri Kouba 08-25-2023 12:45:37 PM
Found In Egroup: IT Service Management \ view thread
UC Berkeley: 1 (https://technology.berkeley.edu/services) and 7 (ServiceNow) On 8/24/2023 5:53 PM, Mitch Pautz via EDUCAUSE Connect wrote: Quick poll. P.S. I don't mean a request catalog Please select all that apply 1. Public website 2. On a wiki 3. In your ITSM tool knowledge... IT Service Management ...

RE: Looking for some advice

Posted By Terri Kouba 03-10-2023 12:26:38 PM
Found In Egroup: IT Service Management \ view thread
Hi Walter, The University of California, Berkeley is looking at #2 and we have been working with Erika, Brenda, Anita and others at UC Davis. Feel free to reach out at my email below if you have any questions. Regarding the Zoom Phones, we did a pilot a couple years ago and it was very successful. ...

RE: Public Health and Outbreak Management

Posted By Terri Kouba 02-21-2023 08:49:30 AM
Found In Egroup: IT Service Management \ view thread
Hi Carol, At the University of California, Berkeley, we, too, collected data feeds from multiple systems to handle the pandemic. In the early days, we also managed a list of people who had 'authorized access' to come to campus. The 'authorized access' lists were maintained in ServiceNow. We have ...

RE: Project Intake Process

Posted By Terri Kouba 11-08-2022 09:10:25 AM
Found In Egroup: IT Service Management \ view thread
Hi Sara, The University of California, Berkeley, uses this process for technology projects that go through the Technology Program Office. Thanks, Terri -- Terri Kouba, IT Solutions Architect and ServiceNow Service Manager University of California, Berkeley Berkeley Information Technology | ...

RE: AT&T IPFlex SIP solution

Posted By Terri Kouba 09-22-2022 11:39:27 AM
Found In Egroup: IT Service Management \ view thread
Hi Veronica, The University of California, Berkeley converted many of our PRIs to SIP trunks (IP Flex). I'll forward your question to the person in charge of that project for his review. Thanks, Terri -- Terri Kouba, IT Solutions Architect and ServiceNow Service Manager University of California, ...

RE: Password reset - Incident or request

Posted By Terri Kouba 08-24-2022 09:28:46 AM
Found In Egroup: IT Service Management \ view thread
Hi Mitch and everyone, We try to have folks do self-service as much as possible, but it depends on the password they are trying to reset. For voicemail passwords, it's self-service only if we've set them up in our voicemail system with the correct email address. Otherwise, they submit an incident. ...

RE: Input on the ServiceNow® Demand Management Application

Posted By Terri Kouba 08-11-2022 09:58:08 AM
Found In Egroup: IT Service Management \ view thread
Hi Heather, The University of California, Berkeley, Telecommunications department uses Demand and Assessment. My colleague Colette created a nice workflow diagram to show the business process and an excellent project summary (some of the additional links require a login so you wont have access). ...

Job Posting: ServiceNow Applications Programmer 3 at UC Berkeley

Posted By Terri Kouba 07-26-2022 12:53:22 PM
Found In Egroup: IT Service Management \ view thread
Hello everyone, I'm happy to announce that UC Berkeley's ServiceNow team is hiring two Applications Programmer 3 positions.?? If you or someone you know is looking to join a fun ServiceNow team, please forward this email to them. We are looking for a skilled developer with demonstrated experience ...

RE: Seeking advice and examples of service roadmaps

Posted By Terri Kouba 05-04-2022 09:46:19 AM
Found In Egroup: IT Service Management \ view thread
Hi Mike, I've attached two examples, to give you an idea of different ways to format roadmaps, created using Google slides. I hope that helps. Thanks, Terri -- Terri Kouba, ESM Service Manager University of California, Berkeley Berkeley Information Technology | Enterprise Service Management ...

Seeking advice and examples of service roadmaps Attachments

Posted By Terri Kouba 05-04-2022 09:46:19 AM
Found In Library: IT Service Management (ITSM)

RE: Service Level Agreements

Posted By Terri Kouba 04-01-2022 12:19:36 PM
Found In Egroup: IT Service Management \ view thread
University of California, Berkeley is very similar to Drake University's color-coded chart. Thanks, Terri -- Terri Kouba, ESM Service Manager University of California, Berkeley Berkeley Information Technology | Enterprise Service Management Email: kouba@berkeley.edu We champion diversity. We act ...

RE: Change Control/Management

Posted By Terri Kouba 03-29-2022 04:15:21 PM
Found In Egroup: IT Service Management \ view thread
University of California, Berkeley Change Management Review Charter - https://berkeley.service-now.com/kb?id=kb_article_view&sysparm_article=KB0011206 How to use it: https://berkeley.service-now.com/kb?id=kb_article_view&sysparm_article=KB0011591 Thanks, Terri Terri Kouba, ESM Service Manager ...

RE: Project and Portfolio Management functionality

Posted By Terri Kouba 02-08-2022 05:38:58 PM
Found In Egroup: IT Service Management \ view thread
Hi Celisa, When setting up your portfolios, did you choose to set them up based upon organization structure or services? Thanks, Terri UC Berkeley On 2/8/2022 2:52 PM, Celisa Manly via EDUCAUSE Connect wrote: Hi Jennifer, We have implemented project and portfolio management on the ServiceNow ...

RE: Project and Portfolio Management functionality

Posted By Terri Kouba 02-08-2022 02:45:18 PM
Found In Egroup: IT Service Management \ view thread
Hi Jennifer, ServiceNow has a very nice Portfolio Management application. This page has a video that summarizes some of its capabilities: https://docs.servicenow.com/bundle/rome-it-business-management/page/product/project-management/concept/c_PortfolioManagement.html ServiceNow is a "leader" in the ...