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Hi Kristen

There are two websites going on with our site currently.  
1.  ServiceNow is handling the incident management and knowledge management at the current time.  
2.  Our own in-house CMS is currently handling everything else.  The search-box on the front page is searching both, however it is not working as we hoped and they are trying to figure out a better way to search the knowledge-base in service now.


The simple reason is that our website was just about ready when we decided to adopt ServiceNow, so we had to plan for that, and we knew that we wanted knowledge base inside of ServiceNow.  So we waited to launch until that was ready.

Now we are working on Service Catalog to move to ServiceNow and will start exploring the CMS inside of ServiceNow.

It makes sense to have the IT website on one system if we can,  but it might just not work.  I am told you can use CSS on ServiceNow to make it look like you want. Our UI Web team is exploring/learning that now.  

Our search bar on the front page is searching both, but is not working real well right now with ServiceNow so our programmers are figuring  this out.


I will add one thing about knowledge base.    We have assigned each knowledge article to a full time IT staff member to be responsible for.  ServiceNow can expire articles and when that happens the assigned staff member gets an email so they can look it over update it and republish it.   We see that as a huge bonus to keep things relevant.  I also hired a student tech writer to create a knowledge base article template and go through every article to edit, and make consistent. 

Kevin

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Comments

Hi Kevin,

This might be one of the most complete IT education sites I've seen on the web — and organized to meet the expectations of the bulk of your visitors. I like that the navigation is easy to locate and understand.

I'm wondering if you should have some other item other than Microsoft as your initial banner image — one that is more USU branded might make for a better welcome image.

Also, have you and your team given any thought to making the design responsive? Many of your visitors will be accessing the site on their mobile devices — having designs that accommodate different screen sizes will make your site more accessible to your users.  We recently tweaked our College site to be responsive: http://college.uchicago.edu, and now develop all new sites with this approach.

Congratulations!

Val

Valerie Archambeau
Director, College Information Technology, University of Chicago
val@uchicago.edu  |  773-834-2189  |  FAX 773-702-5846
----------------------------------------------------------------------------------------
Note: College IT NEVER requests passwords or other personal 
information via email. Messages requesting such information 
are fraudulent.



From: Kevin Reeve <Kevin.Reeve@USU.EDU>
Reply-To: The EDUCAUSE IT Communications Constituent Group Listserv <ITCOMM@LISTSERV.EDUCAUSE.EDU>
Date: Friday, April 5, 2013 11:03 AM
To: "ITCOMM@LISTSERV.EDUCAUSE.EDU" <ITCOMM@LISTSERV.EDUCAUSE.EDU>
Subject: Re: [ITCOMM] USU new IT website

Hi Kristen

There are two websites going on with our site currently.  
1.  ServiceNow is handling the incident management and knowledge management at the current time.  
2.  Our own in-house CMS is currently handling everything else.  The search-box on the front page is searching both, however it is not working as we hoped and they are trying to figure out a better way to search the knowledge-base in service now.


The simple reason is that our website was just about ready when we decided to adopt ServiceNow, so we had to plan for that, and we knew that we wanted knowledge base inside of ServiceNow.  So we waited to launch until that was ready.

Now we are working on Service Catalog to move to ServiceNow and will start exploring the CMS inside of ServiceNow.

It makes sense to have the IT website on one system if we can,  but it might just not work.  I am told you can use CSS on ServiceNow to make it look like you want. Our UI Web team is exploring/learning that now.  

Our search bar on the front page is searching both, but is not working real well right now with ServiceNow so our programmers are figuring  this out.


I will add one thing about knowledge base.    We have assigned each knowledge article to a full time IT staff member to be responsible for.  ServiceNow can expire articles and when that happens the assigned staff member gets an email so they can look it over update it and republish it.   We see that as a huge bonus to keep things relevant.  I also hired a student tech writer to create a knowledge base article template and go through every article to edit, and make consistent. 

Kevin

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

After way too long, we were finally able to launch our IT website last month.  

http://it.usu.edu


A couple of interesting notes,

After getting within a few months of launching the website we adopted service now as our IT incident management and everything else system.   So that created some challenges on how to best integrate the two.

Incident Management and knowledge base are in service now,  everything else is in the content management system for our site. We are working on building out our service catalog in service now so that will shift.  

One highlight from our new site it the ability to promote items with our revolving banners and our IT security blog which our security team is doing a great job with.

We have not done any promotion of our new website yet but will soon.  We are tracking what people search for and will tweak the site accordingly.

The nice thing about service now is its ability to "expire" articles and alert someone to update it.   We hope that will help us keep things new and relevant in a constant changing configuration and new technology mode.

There is still much to do on our site, but glad it is finally live.  

Kevin Reeve
Utah State University

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Hi Kevin

Congratulations!. I especially like the rotating banner. The IT Status page is terrific - providing a clear indication of what's happening. I also like that you can look at past and future week activities. Question - when a service is not "online" will there be a link for more info regarding the status?

Wendy Luljak
Senior IT Communications Strategist
University Information Technology Services
University of Wisconsin-Milwaukee
E-mail: wluljak@uwm.edu  Phone: 414-229-3795
Sabin 388

From: "Kevin Reeve" <Kevin.Reeve@USU.EDU>
To: ITCOMM@LISTSERV.EDUCAUSE.EDU
Sent: Monday, April 1, 2013 1:36:30 PM
Subject: [ITCOMM] USU new IT website

After way too long, we were finally able to launch our IT website last month.  

http://it.usu.edu


A couple of interesting notes,

After getting within a few months of launching the website we adopted service now as our IT incident management and everything else system.   So that created some challenges on how to best integrate the two.

Incident Management and knowledge base are in service now,  everything else is in the content management system for our site. We are working on building out our service catalog in service now so that will shift.  

One highlight from our new site it the ability to promote items with our revolving banners and our IT security blog which our security team is doing a great job with.

We have not done any promotion of our new website yet but will soon.  We are tracking what people search for and will tweak the site accordingly.

The nice thing about service now is its ability to "expire" articles and alert someone to update it.   We hope that will help us keep things new and relevant in a constant changing configuration and new technology mode.

There is still much to do on our site, but glad it is finally live.  

Kevin Reeve
Utah State University

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Hi Wendy,

Yes if there is an outage or system problem, they click on the column that shows the problem and it will give them more information.  

The IT Status page was patterned off of what google does and was  written in-house last summer. One of our sys admins suggested it.   Now we are trying to figure out how to have it triggered automatically from service now when an outage or something happens and is recorded and tracked there.   The goal is to not have to enter anything twice, but we have to do that now.

So we are still trying to figure out the best way to make it work.  The cool thing about the tool is that what you see on the home page of our IT site is a widget, so we can take that and put it on any webpage that wants it.    





Kevin


From: Wendy M Luljak <wluljak@UWM.EDU>
Reply-To: The EDUCAUSE IT Communications Constituent Group Listserv <ITCOMM@LISTSERV.EDUCAUSE.EDU>
Date: Mon, 1 Apr 2013 13:40:59 -0500
To: <ITCOMM@LISTSERV.EDUCAUSE.EDU>
Subject: Re: [ITCOMM] USU new IT website

Hi Kevin

Congratulations!. I especially like the rotating banner. The IT Status page is terrific - providing a clear indication of what's happening. I also like that you can look at past and future week activities. Question - when a service is not "online" will there be a link for more info regarding the status?

Wendy Luljak
Senior IT Communications Strategist
University Information Technology Services
University of Wisconsin-Milwaukee
E-mail: wluljak@uwm.edu  Phone: 414-229-3795
Sabin 388

From: "Kevin Reeve" <Kevin.Reeve@USU.EDU>
To: ITCOMM@LISTSERV.EDUCAUSE.EDU
Sent: Monday, April 1, 2013 1:36:30 PM
Subject: [ITCOMM] USU new IT website

After way too long, we were finally able to launch our IT website last month.  



A couple of interesting notes,

After getting within a few months of launching the website we adopted service now as our IT incident management and everything else system.   So that created some challenges on how to best integrate the two.

Incident Management and knowledge base are in service now,  everything else is in the content management system for our site. We are working on building out our service catalog in service now so that will shift.  

One highlight from our new site it the ability to promote items with our revolving banners and our IT security blog which our security team is doing a great job with.

We have not done any promotion of our new website yet but will soon.  We are tracking what people search for and will tweak the site accordingly.

The nice thing about service now is its ability to "expire" articles and alert someone to update it.   We hope that will help us keep things new and relevant in a constant changing configuration and new technology mode.

There is still much to do on our site, but glad it is finally live.  

Kevin Reeve
Utah State University

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Kevin, this looks great! As Wendy commented, the outage status page is very good – definitely something others can look to as a model of an easy-to-understand dashboard. I also really like the links at the top for different audiences (Students/Employees/IT). 

Jan Dervish 
Project & Customer Relationship Management
Information Technology

(434) 592-5325


Liberty University  |  Training Champions for Christ since 1971

 


From: Kevin Reeve <Kevin.Reeve@USU.EDU>
Reply-To: The EDUCAUSE IT Communications Constituent Group Listserv <ITCOMM@LISTSERV.EDUCAUSE.EDU>
Date: Monday, April 1, 2013 2:36 PM
To: "ITCOMM@LISTSERV.EDUCAUSE.EDU" <ITCOMM@LISTSERV.EDUCAUSE.EDU>
Subject: [ITCOMM] USU new IT website

After way too long, we were finally able to launch our IT website last month.  



A couple of interesting notes,

After getting within a few months of launching the website we adopted service now as our IT incident management and everything else system.   So that created some challenges on how to best integrate the two.

Incident Management and knowledge base are in service now,  everything else is in the content management system for our site. We are working on building out our service catalog in service now so that will shift.  

One highlight from our new site it the ability to promote items with our revolving banners and our IT security blog which our security team is doing a great job with.

We have not done any promotion of our new website yet but will soon.  We are tracking what people search for and will tweak the site accordingly.

The nice thing about service now is its ability to "expire" articles and alert someone to update it.   We hope that will help us keep things new and relevant in a constant changing configuration and new technology mode.

There is still much to do on our site, but glad it is finally live.  

Kevin Reeve
Utah State University

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

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