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Celisa Manly

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Request for recommendation - documentation/video on how service management practices relate to each other Attachments

Posted By Celisa Manly 04-29-2024 05:34:23 PM
Found In Library: IT Service Management (ITSM)

RE: Request for recommendation - documentation/video on how service management practices relate to each other

Posted By Celisa Manly 04-29-2024 05:34:00 PM
Found In Egroup: IT Service Management \ view thread
Good afternoon, Wow – my apologies for blowing up everyone's email. I had no idea when I replied to Lucas that there was this sort of interest in this information. Talk about performance pressure! Attached are the first ~20 slides or so of my "ITSM Fundamentals" deck. I've trimmed ...

RE: Request for recommendation - documentation/video on how service management practices relate to each other

Posted By Celisa Manly 04-23-2024 02:20:53 PM
Found In Egroup: IT Service Management \ view thread
Hi Lucas, I have an ITSM fundamentals presentation that I use, sometimes as a stand-alone and sometimes as an introduction to a deep dive on one of the practices. In it I cover: Definition of ITSMComparison to other frameworks (NIST, ISO, COSO, ITIL, COBIT etc.)Objectives of an ITSM Program: ...

RE: Support Levels, Incident Tiers Assignment

Posted By Celisa Manly 03-13-2024 01:42:25 PM
Found In Egroup: IT Service Management \ view thread
Hi Mike, Great questions! The intent here is to convey the end-users' point of entry; escalation through increasing levels of staff expertise; and the flow of knowledge back – thereby increasing the capabilities of Level 0 and Level 1, drawing on the ideas of "shift left" and "knowledge cycles." ...

RE: Support Levels, Incident Tiers Assignment

Posted By Celisa Manly 03-13-2024 11:28:31 AM
Found In Egroup: IT Service Management \ view thread
Good morning, Remo, I use either the graphic below, or, a classic swim lane process flow chart. In the graphic below, you could replace the "general" text with the escalation criteria. Hope this helps, Celisa

Differentiating between Service Requests and Incidents

Posted By Celisa Manly 01-31-2024 04:06:00 PM
Found In Egroup: IT Service Management \ view thread
Hi everyone, Here at Northern Arizona University, we're working on improving our understanding the difference between Service Requests and Incidents. I'm wondering if you have done something similar? We're starting at the "concept" level -- the "people" part of the People-Process-Technology triad ...

RE: ServiceNow Refresh at the California State University office of the Chancellor.

Posted By Celisa Manly 01-18-2024 02:35:03 PM
Found In Egroup: IT Service Management \ view thread
Hi Lou, At NAU we were also an early adopter, heavily customized, created technical debt. We tried to make ServiceNow look, feel, and behave like a custom-developed in-house tool – thinking it would spare our staff from having to learn something new. We have not refreshed the entire platform, ...

RE: TDX/Ivanti and CMDB

Posted By Celisa Manly 01-17-2024 09:36:16 PM
Found In Egroup: IT Service Management \ view thread
Hi Tammy, NAU has been maintaining a CMDB in our ITSM tool, ServiceNow, for several years. My experience is that – regardless of the technology you've adopted – some things are consistent whether you use ServiceNow, TeamDynamix, Cherwell, or any other tool. First, it's important to establish governance, ...

RE: Vendor comparison and price sheet

Posted By Celisa Manly 12-12-2023 04:11:49 PM
Found In Egroup: IT Service Management \ view thread
Hi Mitch, I'm interested in bringing a trainer into Flagstaff for our folks at Northern Arizona University this spring. I'm looking for a new vendor, because Pink Elephant has lost their accreditation from Axelos. If anyone has an RFI or recommendation, and is willing to share, please contact ...

ServiceNow APM

Posted By Celisa Manly 11-17-2023 02:06:05 PM
Found In Egroup: IT Service Management \ view thread
Good afternoon, Here at Northern Arizona University, we are navigating some upcoming changes to the license model for ServiceNow Application Portfolio Management (APM) application, which will be changing from per fulfiller to per business application. This has the potential to increase our costs significantly ...

ServiceNow APM

Posted By Celisa Manly 11-17-2023 02:03:31 PM
Found In Egroup: IT Procurement and Supplier Management \ view thread
Good afternoon, Here at Northern Arizona University, we are navigating some upcoming changes to the license model for ServiceNow Application Portfolio Management (APM) application, which will be changing from per fulfiller to per business application. This has the potential to increase our costs significantly ...

RE: Change requests with Information Security implications

Posted By Celisa Manly 09-27-2023 02:22:03 PM
Found In Egroup: IT Service Management \ view thread
Good afternoon, Lou, I'm curious about the communication practices, the assessment practices for changes, and your CAB representation. Communication and collaboration are an integral to effective change enablement, and often require attention to the culture of change even more than the forms and workflows. ...

RE: Poke the bear - Logging inquires

Posted By Celisa Manly 09-05-2023 11:10:12 AM
Found In Egroup: IT Service Management \ view thread
Hi Mitch, I think of inquiries as "Requests for Information" rather than incidents. I'm interested to see what others have to say! Thanks, Celisa

ITSM Career Opportunity at Northern Arizona University

Posted By Celisa Manly 06-23-2023 11:57:00 AM
Found In Egroup: IT Service Management \ view thread
Good morning! Northern Arizona University is seeking a Change and Configuration Manager within the IT Service Management Office. This position will lead our ITIL-based practices for Change Enablement and Configuration Management, including managing our Configuration Management Database (CMDB), and supporting ...

RE: Change Enablement Change Categorization - Expedited

Posted By Celisa Manly 04-06-2023 11:47:02 AM
Found In Egroup: IT Service Management \ view thread
Good morning, We have a change type called "Expedited" for changes which must be implemented before the next CAB meeting, but, do not rise to the level of "Emergency." Change Owners must select one reason for using the Expedited Change type. The lists are described below. The Change Manager ...

RE: Where does your IT Vendor Management team live?

Posted By Celisa Manly 10-31-2022 03:17:46 PM
Found In Egroup: IT Procurement and Supplier Management \ view thread
At Northern Arizona University, the function is within the IT Division but our staff have close relationships with Contracts, Risk Management, Procurement and Accessibility. IT Vendor Management began in the IT Service Management portfolio, and recently moved to the IT Business Services portfolio. ...

RE: Policy for Standard Changes Going Awry

Posted By Celisa Manly 10-28-2022 05:20:29 PM
Found In Egroup: IT Service Management \ view thread
Hi Sarah, At closure, the change owner codes each change as successful; successful with issues; or failed. In our practice, we take the term "issues" quite broadly and consider not just the technical success of the change but also its impact on the community, our users, and other change owners. ...

RE: Recommendations or advise for software licensing management

Posted By Celisa Manly 10-13-2022 09:21:56 AM
Found In Egroup: IT Procurement and Supplier Management \ view thread
Hi Jeff, It's lovely to hear from you, and I hope things are going well at Cornell! We are implementing the Software Asset Management – Professional module on the ServiceNow platform. Our implementation plans include creating a single inventory of all licensed software, and, managing the provisioning ...

RE: Interest in starting monthly virtual discussion group

Posted By Celisa Manly 09-29-2022 11:28:33 AM
Found In Egroup: IT Procurement and Supplier Management \ view thread
Hi Vicki, We are implementing the Software Asset Management – Professional (SAM-P) module on the ServiceNow platform. I don't have a capability and maturity model specifically for software asset management, but I would take a SWAG that we're at a "1." Processes are ad hoc, there is no single source ...

Sample Communication Plans for Google Workspace

Posted By Celisa Manly 09-16-2022 11:14:41 AM
Found In Egroup: IT Service Management \ view thread
Hi everyone, Would you be willing to share your Google Workspace communication plan, or reply with a brief description of it? I'm wondering... With what audience(s) are you communicating – all campus, just Google account holders, etc.?Are you sending one single point-in-time communication (like ...