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

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

3. 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!
To Review:
KB from non-CalNet
KB from CalNet regular user
Note Feedback is only allowed for logged in user

4. 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.

5. Terms: Incident vs Service Request
“It was working but it broke” Break-Fix
Ex. I used to be able to , 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 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

6. 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)

7. 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 under “Project Methodology, Lifecycle & Essential Artifacts” – Knowledge Management Presentation

8. Thanks! Next update: Thursday February 20, 12n Rm 239 Or Bluejeans:
To join the Meeting:
To join via Phone:
1) Dial:
(US or Canada only)
(see all numbers -
2) Enter Conference ID:

9. Contact Michelle Bautista, Product Owner, mbautista@berkeley.edu
Project website