Main Nav

Hi Doug –

 

We have an online calendar with all scheduled change mgt activities built-in in PeopleSoft (custom development) with workflow that we encourage stakeholders to look at.

We use this calendar for all communications purposes. Since we manage not only main campus systems, but also enterprise systems for all 5 UHS campus, it includes changes for all those enterprise systems as well.

 

Btw, I was at your campus last week. My sister goes to UoM and is doing her PhD in Nursing. Nice campus.

 

Best,

 

Rita

 

 

___________________________

Rita Barrantes, PhD, PMP

Assoc. to CIO and Mgr, IT Services

Univ. of Houston IT - Office of the CIO

832-842-4702 | rbarrantes@uh.edu

 

 

AttachmentSize
image001.png1.42 KB
image002.png1.44 KB
image003.gif3.28 KB

Comments

Message from dtyre@miami.edu

Hello all; we are defining/combining/designing from scratch change management across multiple campuses and hopefully will have a nice process design within a few months.  Then we will have the folks from ServiceNow in to help implement within the tool.

 

My question is: How do you inform your stakeholders of changes?  I see that ServiceNow has a nice Change Schedule that integrates with Outlook, but can the tool make life easier when attempting to inform any or all stakeholders?  Our current process is to mass email people in and out of IT with change information.  Does the tool allow you to target emails or other communication to the appropriate stakeholder groups?  Is there a better approach than email?  Do you just point users to the schedule?  Can you set up multiple views of the schedule so that individual groups only see the changes that apply to them?  Does this bring up any auditing concerns?

 

I know, way too many questions, but if you have time to share, it would be appreciated.

 

Thanks,

Doug Tyre

IT Service Management Professional

Ph: 305-284-5971   ■   dtyre@miami.edu

 

 

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

Hi Doug –

 

We have an online calendar with all scheduled change mgt activities built-in in PeopleSoft (custom development) with workflow that we encourage stakeholders to look at.

We use this calendar for all communications purposes. Since we manage not only main campus systems, but also enterprise systems for all 5 UHS campus, it includes changes for all those enterprise systems as well.

 

Btw, I was at your campus last week. My sister goes to UoM and is doing her PhD in Nursing. Nice campus.

 

Best,

 

Rita

 

 

___________________________

Rita Barrantes, PhD, PMP

Assoc. to CIO and Mgr, IT Services

Univ. of Houston IT - Office of the CIO

832-842-4702 | rbarrantes@uh.edu

 

 

We use Numara FootPrints application to store, communicate and direct flow of Change Management activity and status to our stakeholders. Footprints is a nice application that allows for multiple workspaces to be created for various activities such as Change Management, Help Desk tickets, Incident Tickets, Facilities tickets and formal Project Management with built-in Workflow.

 

Thanks,

Paul

 

Paul Gravelle

Director, Applications Development & DBA Services

Colorado Community College System

Information Technology

1059 Alton Way, Bldg. 758, Rm 118

Denver, CO. 80230

 

office: 720-858-2790

mobile: 720-556-7766

fax: 303-363-8239

paul.gravelle@cccs.edu

www.cccs.edu

 

 

 

 

Good Morning Doug, We're in the midst of a Change Management Initiative here at Tufts and we too use ServiceNow. I don't have specific answers to your questions as we haven't tackled those items yet or are in a position where we are not mature enough to tackle them. I would be happy to discuss Change Management & ServiceNow, off list, if you have other questions. Have a wonderful day! :o) Kara ***Please note that no Tufts IT professional will ever ask for password or personal information via email. Such requests are fraudulent.*** *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Kara Bilotta Service Measurement & Analysis Team Lead Tufts Technology Services (TTS) 35 Lower Campus Road Medford, MA 02155 P: 617.627.5549 F: 617.627.3066 http://it.tufts.edu *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* From: , Doug > Reply-To: "ITIL@LISTSERV.EDUCAUSE.EDU" > Date: Tuesday, August 6, 2013 3:52 PM To: "ITIL@LISTSERV.EDUCAUSE.EDU" > Subject: [ITIL] ServiceNow Change Management communication Hello all; we are defining/combining/designing from scratch change management across multiple campuses and hopefully will have a nice process design within a few months. Then we will have the folks from ServiceNow in to help implement within the tool. My question is: How do you inform your stakeholders of changes? I see that ServiceNow has a nice Change Schedule that integrates with Outlook, but can the tool make life easier when attempting to inform any or all stakeholders? Our current process is to mass email people in and out of IT with change information. Does the tool allow you to target emails or other communication to the appropriate stakeholder groups? Is there a better approach than email? Do you just point users to the schedule? Can you set up multiple views of the schedule so that individual groups only see the changes that apply to them? Does this bring up any auditing concerns? I know, way too many questions, but if you have time to share, it would be appreciated. Thanks, Doug Tyre IT Service Management Professional Ph: 305-284-5971 ■ dtyre@miami.edu [cid:image001.png@01CE92BC.D254E8D0][cid:image002.png@01CE92BC.D254E8D0] [Description: Description: Description: UM_IT_Mast_Logo_sm] ********** 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/.

Doug,

 

We have used the Change Management module in ServiceNow for about three years, but have not attempted to create user or stakeholder communication through that tool. Approvers (service owners and service managers) automatically get emails, and you can add individuals or distribution lists to the Watch List field. I would be extremely hesitant about sending information in a Change Request out to a large group of people. CRs are very technical and would probably confuse many users. There also may be security concerns sharing that level of detail with users.

 

We post brief notices about upcoming changes on our KU IT website at technology.ku.edu. See the “Service Updates” section on the left. We also post notices on our campus portal and send out a weekly email to departmental technical support staff. (Additional note: Unplanned outages are also posted on this page. The News & Updates section provides user notification if we are in the midst of an outage.)

 

We do use the Forward Schedule of Changes in ServiceNow but only for internal staff. Everyone who files a Change Request is supposed to review that before they submit a change.

 

Hope this is helpful.

 

Thelma

 

Thelma Simons  | Project & Process Management Office | KU Information Technology 

The University of Kansas  |  1001 Sunnyside Drive  |  Lawrence KS  66045
Phone: 785.864.0269  |  Email: tsimons@ku.edu   |  Web: www.technology.ku.edu

 

Message from dtyre@miami.edu

Thanks to all.  I am responding to everyone individually so that I don’t overwhelm the group, but I am so impressed at the value received here.  The advice received is so targeted to exactly the issue at hand.  In this case, as usual, I have learned that the tool can’t overcome a flawed process.

 

Close
Close


Annual Conference
September 29–October 2
Register Now!

Events for all Levels and Interests

Whether you're looking for a conference to attend face-to-face to connect with peers, or for an online event for team professional development, see what's upcoming.

Close

Digital Badges
Member recognition effort
Earn yours >

Career Center


Leadership and Management Programs

EDUCAUSE Institute
Project Management

 

 

Jump Start Your Career Growth

Explore EDUCAUSE professional development opportunities that match your career aspirations and desired level of time investment through our interactive online guide.

 

Close
EDUCAUSE organizes its efforts around three IT Focus Areas

 

 

Join These Programs If Your Focus Is

Close

Get on the Higher Ed IT Map

Employees of EDUCAUSE member institutions and organizations are invited to create individual profiles.
 

 

Close

2014 Strategic Priorities

  • Building the Profession
  • IT as a Game Changer
  • Foundations


Learn More >

Uncommon Thinking for the Common Good™

EDUCAUSE is the foremost community of higher education IT leaders and professionals.