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Issue #21 March 26th, 2020
This monthly newsletter provides essential Service Management and ServiceNow information.

Announcements

ServiceNow Upgrade Followed by New Feature Discovery

ServiceNow is currently planned to be upgraded to the latest release, named New York, on April 4, 2020. The New York upgrade was originally scheduled for March 21, 2020. However, as we all respond to the COVID-19 situation, University IT and  Stanford Health Care are restricting non-essential upgrades to minimize risk to critical services.

What to expect

The New York release is a technical upgrade needed to stay current. We don’t anticipate that fulfillers or portal users will notice any significant changes or new features.

Post-upgrade discovery

To limit complexity, we’re focusing on supporting existing functionality for now. However, after the upgrade, we’ll begin to assess new enhancements, including: 
  • Agent Workspace, a feature that puts the multiple tools needed to resolve a ticket on the same page.

  • Mobile Agent, a mobile app that lets support staff and fulfillers triage, address, and resolve requests on-the-go.

  • Assessments and Surveys, a tool for creating and sending surveys and collecting, sharing, and understanding the responses. 

  • Communities, an application that enables everyone to connect, engage and collaborate with others to get questions answered and solve issues. 

  • Field Service Management, a set of tools to help manage work tasks that are completed on location.

In addition, the new release provides functionality that may enable us to improve the user experience with the Services and Support portal.

Reminder about ServiceNow upgrades

ServiceNow organizes its releases into groups or families, named after major cities from around the globe. ServiceNow typically schedules two release families each year. While we can schedule upgrades at our convenience, ServiceNow requires us to be within two versions of its latest release to be in good standing for support.

Need help?

If you experience issues after the upgrade, please submit a Help request.

Tips and Tricks

ServiceNow Functionality Simplifies Management of Major Incident Tickets

One of the challenges of dealing with a Major Incident is managing the flood of tickets received by your helpdesk. ServiceNow has a feature that allows you to associate all of the tickets related to the Major Incident, providing valuable information about its scope and severity. These related tickets are known as Child Incidents. The Child Incidents are automatically updated with the closure notes and closed when the Major Incident is resolved.

For more information about the Major Incident process and efficiently managing tickets, please see the following Knowledgebase articles:

Marvin Kirkendoll, Major Incident Process Owner

Resources

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