The ITSM implementation project continues in Phase II, working directly with service areas that need to be migrated off of the HP Service Center application into the ServiceNow application. In addition, OIT is beginning to hold conversations with a broad set of IT partners across the University to help them begin planning for their onboarding process to ServiceNow (Phase III). With more IT units using a common tool, common processes, and a common language we become more efficient as an institution.
ITIL Definition Reminder: Incident Management
An Incident can be defined as an unplanned interruption to an IT service or reduction in the quality of an IT service. An Incident will have an impact on the service, although it may be slight and may even be transparent to customers. An example of an Incident is an application outage.
Incident Management refers to ownership of Incidents through their lifecycles. An Incident Lifecycle consists of logging, categorizing, prioritizing, initial diagnosis, incident escalation, investigation and diagnosis, resolution and recovery, and closure.
Since OIT launched Incident Management in ServiceNow last August, OIT Technology Help (Service Desk) has recorded more than 53,000 incidents.