MIM process changes coming Friday, July 29

    July 14, 2022

    The IT Service Management team will introduce newly designed Problem Management and Major Incident Processes on Friday July 29.

    The newly designed processes will streamline and automate many of the cumbersome manual tasks associated with the Major Incident Process and introduce the benefits of a robust Problem Management Practice. Effective problem management provides the understanding needed to reduce the number of incidents and the impact of incidents that cannot be prevented. Here are a few highlights from the newly designed processes:

    • Problem Process Manager named:  Mike Gadwah
    • Clearly defined roles and responsibilities.
    • Automation of the SBAR (situation, background, assessment, and recommendation) as part of the Incident Management process.
    • Automation of the AAR (After Action Review) as part of the Problem Management practice.
    • Electronic Major Incident checklist.
    • Enablement of the MIM workbench.

    The following ITSM Training opportunities are being offered to assist participants in gaining a clear understanding of the new processes. Additionally, the overview will provide a ServiceNow tool demonstration of the changes being introduced to support the new processes.

    Who should attend?

    • All Service Owners and Offering Managers
    • All Helpdesk personnel
    • All resolver-group Subject Matter Experts (SMEs) who create and work on incidents or problems
    • All individuals who are involved or could potentially be involved in a Major Incident
    • Anyone wanting to learn about the new processes and tool updates

    Register for one of the following ITS Service Management: Updates to the MIM and Problem Process (FY23) sessions in Yale’s Training Management System (TMS) - login to Yale’s Virtual Private Network (VPN) may be required:

    • Session 1 - Wednesday, July 20, 2:00 - 3:30 p.m.
    • Session 2 - Tuesday, July 26, 10:00 - 11:30 a.m.
    • Session 3 - Wednesday, August 10, 2:00 - 3:30 p.m. (post-launch session)

    The ITS Service Management team looks forward to seeing you at one of the training sessions.

    Need help?

    For help with any service management topics, you can always send an inquiry to the IT Service Management team with questions.
    Join us at our Virtual Office Hours held on the first and third Thursday every month, from 10:00 - 11:00 a.m. via Zoom.

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