IT Service Transformation Program
IT Service Transformation
Last year, we began our IT Service Transformation focused on enhancing how we provide customer support. Some exciting improvements have already been made at HMCL, with more onsite rounding, a new Ask IT walk-up space, phone calls routed to onsite support and new principal service analyst (PSA) roles. We’re beginning to expand this concept to other campuses. As IT transforms and expands this concept systemwide, we remain committed to being “at our customers’ service.”
Service Operations
ServiceNow Training Resources
Surveys are being conducted systemwide to find out how IT services are being delivered. More to come!
FAQs
- Change Management
- Demand Management
- Incident Management
- Knowledge Management
- Major Incident Management
- Problem Management
- Request Management
Quick Start Guides
Show-and-Tell Sessions
- Demand Management
- Incident/Major Incident
- Knowledge Management
- Problem Management
- Request Management
Communications for IT
- ServiceNow Update – May 3
- Major Incident Process
- Find Your Tickets Before They’re Reassigned
- ServiceNow Update – April 26
- Ticket Management
- Change Types, including CAB submittals
- Actions Required
- Tips
- ServiceNow Update – April 11
- Feedback
- Dashboard Tips
- Update Your Email Signature
- Requesting Support
SNOW Day Recordings
June 5: Incident, Major Incident & Problem
June 4: Incident, Major Incident & Problem
May 28: Change, Requests & Views/Dashboards Pt. 1
May 23: Incident, Major Incident & Problem Pt 1
May 22: Incident, Major Incident & Problem
Workflows
View step-by-steps guides on the different workflows in ServiceNow.
- Change
- Demand
- Incident
- Knowledge
- Major Incident
- Problem
- Requests
Visit the IT Support Service Operations Workspace || Visit the IT Support Employee Center home page
For Urgent Issues: IT Service Desk: 832.667.5600 || Physician Service Desk: 832.667.5555
