The next 2-day remote learning ITIL V4 Foundation class offered by our training provider, Stormwind Studios, is on August 30, 2021, 9:30 a.m. – 3:00 p.m. – August 31, 2021, 10:00 a.m. – 3:00 p.m. Additional classes may be offered this year. Please work with your resource manager to avoid staffing deficiencies. Contractors and student […]
Author: Allison
July 1: ServiceNow Platform Change
On July 1, there will be numerous changes to the ServiceNow platform (wustl.service-now.com) for ITIL users. These changes will provide more functionality and streamline workflows. The changes are outlined in the sections below. Task (SCTASK) Records and Request Item (RITM) Records Email Functionality SCTASK records and RITM records will have full email functionality. Emails sent or […]
May 4: ITIL V4 Foundation Training Update
The next 2-day ITIL V4 Foundation class offered by our training provider, Stormwind Studios, is on May 17, 2021, 9:30 a.m. – 3:00 p.m. – May 18, 2021, 10:00 a.m. – 3:00 p.m. We have 20 spots available for the remote-learning webinar. Additional classes may be offered this year. WashU IT employees are required to […]
February 23: ITIL V4 Foundation Training & Exam Update
ITIL v4 Foundation Training We recently sent a survey to WashU IT employees who have not completed the ITIL v4 Foundation training to assist us with aligning our future training offerings with employees’ availability. Once a schedule is determined, we will send an update to resource managers and email the employees who have not completed […]
February 5: ServiceNow Problem Management Module Launched
On February 5, 2021, Washington University Information Technology launched the Problem Management module in the ServiceNow for IT support and services (wustl.service-now.com). The Problem Management module manages the lifecycle of problems (the cause or potential cause of one or more incidents), focusing on finding permanent solutions. ServiceNow general users are not affected by this change. ITIL […]
Final ITIL v4 Foundation Training Class for 2020
We have one remaining ITIL v4 Foundation training class for the year. As a reminder, this training is required of all WashU IT employees. The 2-day class, consisting of watching a live webinar remotely, is on November 16, 9:30 a.m. – 3:00 p.m. – November 17, 10:00 a.m. – 3:00 p.m. The certification exam is optional unless required by […]
ITIL v4 Foundation Certification Exam
If you completed a 2-day or 3-day ITIL v4 Foundation training class, you are eligible for the WashU IT-funded ITIL v4 Foundation certification exam. We encourage you to take advantage of this opportunity to obtain the certification if you have not done so. Our exam vouchers will expire on February 24, 2021. If you intend […]
Training: ServiceNow Requests and Incidents for ITIL Users
Using ServiceNow as designed enhances our ability to deliver service to customers, track our work, and measure our performance. The proper classification of work as Requests or Incidents is an important distinction and element of ServiceNow design. If you are a ServiceNow ITIL user who submits Requests and Incidents or you are interested in learning […]
Tips: ServiceNow Portal for IT Support & Services
The intuitive and user-friendly ServiceNow self-service portal (wustl.service-now.com) enables you to request IT services and equipment, search for IT solutions, and report IT issues. Additionally, you can easily track the status of your requests and reported IT issues, and send messages to technicians assigned to your requests and reported IT issues. Read below for tips […]
ITIL V4 Foundation Training
As a reminder, WashU IT staff will complete ITIL V4 Foundation training to improve our service delivery. Contractors/Student Workers Contractors and student workers should watch the 40-minute LinkedIn Learning ITIL Foundation 4 First Look video. Employees Employees are required to complete a 2-day ITIL v4 Foundation training course. The WashU IT-funded certification exam is optional unless required […]