Actions required: ServiceNow incident categorization changes coming soon
August 10, 2023
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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