ServiceNow Incident Recategorization

Reminder

• As previously announced via the May IT Update, as part of continuous improvement, Service Management will be implementing new incident categorization within ServiceNow.
• Training sessions are available, and attendance is highly recommended. Please review and register for a training session on TMS. VPN is required to access these listings.
• Estimated time of release is mid to late July.

Details

What does it entail?

• Replacement of existing incident categories with a 3-tier system.
• Service owners will have an opportunity to add specific categories at the second/third tier.
• Adds a requirement of Configuration Items (computer, application, server, etc.) on tickets where appropriate.

What do I need to do?

• Pre-launch (approximately 2 hours of your time):
  • Review updated training documentation.
  • Attend a training session when announced.
• Post-launch (time needed is dependent on how many reports and KB’s you have, we can work with you to determine the level of effort):
  • Update any reporting that utilizes current incident categories.
  • Update any knowledge articles and linked templates containing current incident categories with the new 3-tier designation.

Look for upcoming communications regarding training and available resources to assist with the transition to the new categorization model.

Need help?

• For help with any service management topics or questions, contact the IT Service Management team.
• Join us at our virtual office hours held from 10 - 11 a.m. on the first and third Thursday of each month.