In support of our promise of service excellence to our customers, WashU IT End User Services (EUS) has launched Achieving Service Excellence – The SLA Component web-based training in Learn@Work. The training is required annually of EUS staff; however, staff with WUSM ITSS and other WashU IT groups are welcome to complete the training.
WUIT EUS – Achieving Service Excellence – The SLA Component: This training will auto-reassign annually for EUS staff
The interactive training will bring awareness to SLAs:
- Their purpose
- Their importance
- Their indication in ServiceNow
The overarching theme of the training is to provide service excellence rather than focus on resolving incidents before they breach SLAs in ServiceNow.
A quiz disguised as a game completes the training.
Learners who do not achieve a score of at least 80% will wind up stranded on an island! Learners can retake the training to achieve a passing score.
Note: Currently, there are email notifications sent to EUS assignment groups when 50%, 75%, and 100% of an incident’s SLA elapses. The training encompasses information about the notifications. If your group does not receive the SLA email notifications, you can disregard the information about the notifications. If you would like to add the email notifications for your assignment group(s), please submit a request for a ServiceNow Platform Config.
Have Questions? Email us.