This page is intended for IT staff, service and practice owners, managers, and stakeholders who design, deliver, support, or rely on IT services at WashU and want to understand how ITIL practices support service excellence and value realization.
Support Materials for ITSM
Process
Process
- Creating and Completing an Incident Record (PDF)
- Incident Management Process Documents
- Major Incident Process (KB Article)
Quick Guides
- Configuration Items in Incidents (PDF)
- How to find a Person’s Assignment Group for a ServiceNow Incident (PDF)
- Impact, Urgency, Priority, and Target Resolution Times on Incidents (KB Article)
- Parent and Child Incidents (PDF)
- The Five W’s of a ServiceNow Incident (PDF)
Web-Based Training
Achieving Service Excellence – The SLA Component – Interactive web-based training in Learn@Work to bring awareness to Incident SLAs:
- Their purpose
- Their importance
- Their indication in ServiceNow
Note: The training encompasses information about email notifications that are sent when 50%, 75%, and 100% of an incident’s SLA elapses.
All assignment groups within WashU IT End User Services (EUS) receive these notifications. Other assignment groups will not receive the notifications unless requested. To request the email notifications for your assignment group(s), please submit a request for a ServiceNow Platform Config.
Process
Process
Process
Practice
Quick Guides
- Assignment Group and Assigned to Fields in an RFC (PDF) – Assignment Group is used for initial approvals for Normal changes
- CAB Meeting Instructions for Voting Members (PDF)
- Copy a Change Record or Create one from an Incident (PDF)
- How to Join and Add the CAB Meeting in Microsoft Teams (PDF)
- Requesting ServiceNow Change Blackout Dates (PDF) – Instead of informational changes, request blackout dates
- Secure Enclave Change Request Board (CAB) Process (PDF)
Process
Roles & Responsibilities
- Practice Manager One-Pager (PDF)
- Problem Manager One-Pager (PDF)
- Problem Coordinator One-Pager (PDF)
Training
Questions? Contact the Service Management Office at smo@email.wustl.edu.