1. Campus wide Ticketing Tool for UC Berkeley
Sprint Review #2 Incident Management– February 3, 2014
A joint project of
Campus Shared Services &
Information Services & Technology
Much of the content of this presentation has been presented to our high level stakeholders. But we’re here today to talk to the people who likely use the ticketing tool every day.

2. Agenda About this Sprint Key Decisions Metrics Sprint Review Demo
Key Field: Categories
Upcoming Project Dates
For More Information
Sprint Stories

3. About this Sprint January 16-January 30 Key Developments:
Incident Management
January 16-January 30
Key Developments:
Contact Information import
CSS-IT team assignment groups
Preparatory work for IVR integration

4. Key Decisions
Incident Management
Beneficiary Fields in Footprints would be incorporated in a business process change
Contact Phone number and could be edited in ServiceNow
Contact searchable by CalNet ID
Due to timing of IVR project, preparatory work for Avaya/ServiceNow integration was incorporated in this sprint

5. Metrics
32 points
# of changes: 663

6. Sprint Review - Demo
Incident Management
Scott Hall, Developer

7. Next Steps
Continue to research and develop how categories could be translated to ServiceNow (see next slide)
Determine focus of next sprint
CSS-IT decision on Knowledge Base readiness

8. Key Field: Categories Basis for identifying proper routing
Drives Metrics and decisions on improving services

9. Unpacking Categories Footprints: Specific to Universal
ServiceNow: Universal to Specific
Unpack category data to Business Services and CMDB
Develop guidelines for Category use
Analyze metrics on current categories
Speak to business partners regarding metrics

10. Some initial guiding principles
Category must be actionable
Selection based upon initial inquiry from Service Desk (ex. Load balancers)
Category must be unambiguous ( vs Service)

11. ServiceNow context of Categories
CalPlanning
CalTime
BFS
BAIRS
UNIX Support
Windows VM Team
Business Services
CMDB
Hardware
Software
Network Devices
Incident Categories
ServiceNow context of Categories
Information about Service Providers are identified in Business Services and
Assets (Hardware, Software, etc) are located in the Confirmation Management Database (CMDB)

12. Upcoming Project Dates
Selecting rest of team members
Visit from NYU’s ServiceNow team February 18-21
Continue presentation on Knowledge Management Training

13. For more information Project Wiki

14. Sprint Stories As a tech, I can search for a user via their CalNet ID
As a tech, the customer's Department, Location, , Phone Number should automatically populate from the campus directory 
As a tech, I want to be able to assign a ticket to one of the CSS-IT workgroups/teams 
As a tech, I want to assign a ticket to a zone team based on their building 
As a tech, I want to edit the phone and fields to modify the information received from LDAP 
As a tech, when I change the caller I want to be prompted if I want to make the original caller a watcher 
As a tech, I want to know the customer's Home Department Code from HCM 
As a tech, I want a field to put in the Building name and be able to search for the building name 
As a tech, I want the preferred phone and fields to auto populate from LDAP 
As a tech, I want to be able to search tickets based on a user's status (Faculty, staff, student)