Actions required: ServiceNow incident categorization changes coming soon

Summary

• Service Management will be implementing new incident categorization within ServiceNow continuous improvement.
• We expect these changes to launch later this August - look for updated communications.
• Pre- and post-launch actions are required - see Details for more information.

Details

What does it entail?

The new categorization will replace existing incident categories with a 3-tier system. Service owners will have an opportunity to add specific categories at the second or third tier. The new structure also adds a requirement of Configuration Items (e.g., computer, application, server, etc.) on tickets where appropriate.

What do I need to do?

• Pre-launch (approximately 1 hour of your time):
  • Review updated training documentation (login may be required).
  • Training sessions are available upon request for individuals unable to attend our scheduled training.
• Post-launch (time needed is dependent on how many reports and knowledgebase articles 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.

Need help?

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

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