Ticketing Update for Campus Shared Services Thursday, January 16, 2014

Agenda First Sprint/Development Cycle Complete Go! Next Sprint: Looking into Incident Management Terms: Incident vs Service Request Action! – What you can do

First Sprint/Development Cycle Complete Sprint 1 – Knowledge Management aka KB CSS-IT is working on populating the Knowledge Base Let’s take a look! https://berkeley.service-now.com/ess/ To Review: KB from non-CalNet KB from CalNet regular user Note Feedback is only allowed for logged in user

Go! Next Sprint: Incident Management What is Incident Management Not a copy of Footprints Focus on Contacts and Internal Handoff (CSS-IT) Development Cycle or Sprint is a period of time about 2-3 weeks in which the team works on developing the tool Development will be focused on setting up Incident Management. Incident Management is what’s sometimes called Break-Fix versus Service Request which is for something new. See next slide for example We are not automatically copying Footprints because 1) different ways ServiceNow behaves that Footprints does not having us to look at making different choices and 2) it’s an opportunity to look at our process with fresh eyes and build something better For this Sprint, we will focus on Contacts (information we collect about the customer) and Internal Handoffs between teams in CSS-IT.

Terms: Incident vs Service Request “It was working but it broke” Break-Fix Ex. I used to be able to email, but now it won’t send Incident can transition to Service Request “I need something new.” Adding Ex. I’m a new employee and need my email set up Development Cycle or Sprint is a period of time about 2-3 weeks in which the team works on developing the tool Development will be focused on setting up Incident Management. Incident Management is what’s sometimes called Break-Fix versus Service Request which is for something new

Action! What you can do! Play with Knowledge Base Consider: What would you change about how your ticketing system works today? Attend a Sprint Review (Dates are posted on project wiki) https://wikihub.berkeley.edu/display/CTSP/Campus+Ticketing+System+Project

Action! – What you can do Review the Powerpoint presentation with notes on Knowledge Management What is Knowledge Management How is it a key component to Service Management How does it fit into the overall campus mission See instructions to download the Powerpoint in the notes of this slide Find the presentation on our website https://wikihub.berkeley.edu/display/CTSP/Campus+Ticketing+System+Project, under “Project Methodology, Lifecycle & Essential Artifacts” – Knowledge Management Presentation

Thanks! Next update: Thursday February 20, 12n Rm 239 Or Bluejeans: To join the Meeting: https://bluejeans.com/547978371 To join via Phone: 1) Dial: +1 408 740 7256 +1 888 240 2560 (US or Canada only) (see all numbers - http://bluejeans.com/numbers) 2) Enter Conference ID: 547978371

Contact Michelle Bautista, Product Owner, mbautista@berkeley.edu Project website https://wikihub.berkeley.edu/display/CTSP/Campus+Ticketing+System+Project