Incident Management

• Go-live
• Continued remediation of defects and enhancements

• Remediation of defects and enhancements
• Train-the-trainer sessions

• Remediation of defects and enhancements.

• UAT completed.

• Identified major roles required for Incident Management

• Incident/Problem management demo to ServiceNow champions group [Apr. 28]

• Sprint completed

Incident Management User Story Summary

Below is a summary of our desired outcomes for our initial Incident Management sprint. You can view the detailed summary here.

• Ability to log an incident ticket from:
  • Agent Workspace
  • Incident application
• Ability to log an IT issue from the Service Portal without having to contact the Service Desk
• Ensure mechanisms are in place to capture all the necessary information when an Interaction is created so that basic information is entered in the incident record
• See hint text on Impact, Urgency and Priority fields, so that users can accurately calculate the right priority for the ticket they are working on
• See a graphical summary of the stages in the incident management process so that progress can be tracked through the system.
• Ability to categorize incidents quickly so that they can be assigned to the correct group and reporting trends can be established
• Ability to quickly see when certain field values have changed to gain understanding of the progress of the incident.
• Set incidents to automatically close 7 calendar days after they have been set to Resolved state, unless the requester does NOT accept the resolution
• Prevent all users from editing an Incident record after it has been closed so that the integrity of the Incident record is maintained.
• Ability to log a case when an incident on behalf of someone other than the requester
• Ability to copy an existing Incident and create a new one so that users don't need to manually enter the value of all the fields in the new incident
• Ability to use the list view's preview icon to view the details of an incident so that incidents can be quickly scanned without having to open each one
• Ensure that explanatory information is provided when an Incident is moved to the On Hold state so that anyone reading it will understand exactly what the reason is.
• Ability to create a problem from an incident so that incidents that cannot be resolved can be further investigated and the root cause of the incident determined.
• Ability to relate change requests to my incident so that I can understand whether a change has caused my incident or whether changes are in progress to fix my incident
• Ability to associate parent/child records to an incident so that complete historical record of all activities is maintained
• Ability to create a draft knowledge article from an incident so that relevant information can be captured as part of the Incident process
• SLA triggers for Incident assignment
• Enable customer visible comments and internal support only comments fields
• Configure Major Incident Trigger rules so they reflect Sheridan's Major Incident requirements
• Only Incident Manger or members of the Major incident management group have the ability to promote an incident to a Major Incident
• Have a defined communication plan so that the right stakeholders are informed about the Major incident
• Ability to define a roster for Major Incident Managers and escalation timers so that major incidents are addressed in a timely manner.
• Use the Incident Task during a Major Incident so that individual/group work on a single Major incident can be tracked
• Configure the dashboard so that it easily provides information about the Incidents that are assigned to me and my groups so that I can efficiently manage my workload throughout the day.
• Provide reports to measure efficiency and effectiveness of the Incident Management process and its operation
  

[Oct. 2019] Representatives from SuMO and ServiceNow were on-site demonstrating the out-of-the-box capabilities of each ServiceNow component to key stakeholders across Sheridan. As a prerequisite to these demos, the process owners for each component were asked to create and submit their user stories, outlining the:

• current state of operations
• challenges faced
• desired outcomes for implementation

Discussions regarding best-practices, and how ServiceNow can be best used to align to Sheridan's practices were integral parts of these workshops.

Workshop Participants: Joel Thomas, Andrea, Ian Colquhoun, Brian Auberge, Angelo Spina, Brian Smith (CTL), Bob Pearce (FAST), Stan Padacz, John Barber, Martin de Bernardo (FAAD)