Project Updates

Post date: Tuesday, November 25, 2014 - 09:25

This is a reminder that trouble tickets in BMC Remedy will be made read-only on Monday, December 1. Any open tickets remaining in Remedy after December 1 will NOT be migrated automatically—you will need to recreate them as incidents in ServiceLink. To reduce the amount of time and effort needed to manually move this information, we strongly encourage you to resolve as many trouble tickets as possible before December 1.
 
The project team will continue to provide support throughout November as we stabilize the new ServiceLink tools and processes. Training materials are available on the ServiceLink Training and Documentation page. Also consider joining the ServiceLink G+ community, which provides application release updates, tips, and a forum for discussion with your colleagues about ServiceLink.

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Post date: Thursday, November 20, 2014 - 11:10

We are pleased to report that with the roll out of ServiceLink to Communication Systems and Data Centers (CSDC) on October 31, the ServiceLink Project has successfully completed its work. Everyone involved should be very proud of the significant progress we made since we launched this project over a year ago. Their dedication, patience, and perseverance made this effort a success.
 
As the project sponsors, we’d like to provide a brief summary of key project accomplishments and activities (feel free to share this information with your teams):

  • Over 900 ITS staff have moved from BMC Remedy to ServiceLink. The application is now handling major service management processes (including incident, request, problem, knowledge, and change) and supporting infrastructure.
  • Our successful partnership with LSA and AST set a new standard for cross-campus cooperation on major IT projects. As a result of our collaborative work, we are developing an IT Service Provider Toolkit, which will allow the Michigan IT community to access this technology and leverage the processes we developed as part of the original implementation.
  • Service management process adoption activities within the scope of the ServiceLink project are now complete except for activities related to CSDC stabilization. Going forward, the service management team will work directly with department executive directors on an as-needed basis to help them increase their level of adoption and improve their processes.
  • And for those who like statistics:
    • Over 700 people participated in elearning or in-person training sessions
    • 197 people worked on the project
    • We created a ServiceLink G+ community, which currently has 380 members
    • The project team created over 60 support documents
    • As of this morning 271,178 incidents; 4,246 change requests; and 5,254 knowledge articles were entered in ServiceLink

The adoption of ServiceLink by ITS plays a critical role in achieving our organizational vision to both implement next generation technology and transform IT delivery. This new cloud-based platform will help us create solid service management processes so that we can deliver an improved customer service experience as well as reduce operational costs. We thank you for your support of this important project!
 
Jim Bujaki, Executive Director, Infrastructure Services & Operations
Holly Nielsen, Executive Director of Application and Information Services
Amy Wang, Executive Director for Support Services

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Post date: Tuesday, November 18, 2014 - 10:55

This is a reminder that trouble tickets in BMC Remedy will be made read-only on Monday, December 1. Any open tickets remaining in Remedy after December 1 will NOT be migrated automatically—you will need to recreate them as incidents in ServiceLink. To reduce the amount of time and effort needed to manually move this information, we strongly encourage you to resolve as many trouble tickets as possible before December 1.
 
The project team will continue to provide support throughout November as we stabilize the new ServiceLink tools and processes. Training materials are available on the ServiceLink Training and Documentation page. Also consider joining the ServiceLink G+ community, which provides application release updates, tips, and a forum for discussion with your colleagues about ServiceLink.

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Post date: Monday, November 3, 2014 - 11:15

The implementation of ServiceLink for Voice/VOIP/Video and Network is complete for:

  • Incident Management (i.e., trouble tickets)
  • Change Management
  • Problem Management
  • Knowledge Management

The ability to create new trouble tickets in BMC Remedy is now disabled. You should continue to process EXISTING trouble tickets in Remedy, but create NEW incidents in ServiceLink. (REMINDER: The transition of CSDC and IOS Footprints email queues to ServiceLink request fulfillment will happen at a later date.)
 
In late November, all trouble tickets in Remedy will be made read-only and you will need to manually recreate any remaining open trouble tickets as incidents in ServiceLink. We strongly encourage you to resolve as many trouble tickets as possible before then.
 
Visit the ServiceLink Training and Documentation page to learn more about using ServiceLink, and join the ServiceLink G+ community for application release updates, tips, and discussion with your colleagues. If you have questions about ServiceLink, please contact the ITS Service Center. Resources will also be available throughout November for those who request additional assistance.
 
Please contact us via the feedback form on the project site if you have questions, concerns, or suggestions on how we can help make your transition to ServiceLink easier. Thank you for helping make this move a success!
The ServiceLink Project Team

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Post date: Thursday, October 30, 2014 - 05:09

This is a reminder that this week, Voice/VOIP/Video and Network will begin to use ServiceLink for:

  • Incident Management (i.e., trouble tickets)
  • Change Management
  • Problem Management
  • Knowledge Management

(NOTE: Due to the discovery of additional requirements and business needs, the transition of CSDC and IOS Footprints email queues to ServiceLink request fulfillment will happen at a later date.)
 
Here is what will happen:

  • On Thursday, October 30:
    • NOC/Service Center will build Friday’s Field Services Unit (FSU) route starting at noon and email notifications will be sent to FSU assignment groups as tickets are assigned
    • Data Center Operations will begin to enter CSDC Incidents in ServiceLink
    • On-Call incidents will be entered in ServiceLink and On-Call staff will start to use ServiceLink
  • On Friday, October 31:
    • The ability to create new trouble tickets in BMC Remedy will be disabled
    • Trouble tickets will NOT be migrated automatically from Remedy into ServiceLink
    • Continue to process existing trouble tickets in Remedy, but create NEW incidents in ServiceLink
  • Four weeks after go-live (late November)
    • All trouble tickets in Remedy will be made read-only
    • All open trouble tickets in Remedy will need to be recreated in ServiceLink as incidents
    • To reduce the amount of time and effort needed to manually move this information, we strongly encourage you to resolve as many trouble tickets as possible before then.

ServiceLink training materials are available on the ServiceLink Training and Documentation page:

The project team will continue to provide support throughout November as we stabilize the new ServiceLink tools and processes. We also encourage you to join the ServiceLink G+ community, which provides a forum for application release updates, tips, and discussion with your colleagues about ServiceLink.

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Post date: Tuesday, October 28, 2014 - 05:44

(Sent to ITCom.All.Staff@umich.edu on Wed Oct 22)
 
This is a reminder that next week, Voice/VOIP/Video and Network will begin to use ServiceLink for:

  • Incident Management (i.e., trouble tickets)
  • Change Management
  • Problem Management
  • Knowledge Management

(NOTE: Due to the discovery of additional requirements and business needs, the transition of CSDC and IOS Footprints email queues to ServiceLink request fulfillment will happen at a later date.)
 
Here is what will happen:

  • On October 30:
    • NOC/Service Center will build Friday’s Field Services Unit route at noon
    • Data Center Operations will begin to enter CSDC Incidents in ServiceLink
    • On Call Incidents will be entered in ServiceLink
  • On October 31:
    • The ability to create new trouble tickets in BMC Remedy will be disabled
    • Trouble tickets will NOT be migrated automatically from Remedy into ServiceLink
    • Continue to process existing trouble tickets in Remedy, but create NEW incidents in ServiceLink
  • Four weeks after go-live (November 28)
    • All trouble tickets in Remedy will be made read-only
    • All open trouble tickets in Remedy will need to be recreated in ServiceLink as incidents
    • To reduce the amount of time and effort needed to manually move this information, we strongly encourage you to resolve as many trouble tickets as possible before November 28.

ServiceLink training materials are available on ServiceLink Training and Documentation page. Additional CSDC materials will be published by October 31 and the project team will continue to provide support throughout November as we stabilize the new ServiceLink tools and processes. We also encourage you to join the ServiceLink G+ community, which provides a forum for application release updates, tips, and discussion with your colleagues about ServiceLink.
 
Please contact us via the feedback form on the project site if you have questions, concerns, or suggestions on how we can help make your move to ServiceLink easier. Thank you for your ongoing patience and support!
 
The ServiceLink Project Team

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Post date: Monday, October 27, 2014 - 06:15

(sent on 10-15 to ITCom.All.Staff)
On Friday, October 31, Voice/VOIP/Video and Network will begin to use ServiceLink for:

  • Incident Management (i.e., trouble tickets)
  • Change Management
  • Problem Management
  • Knowledge Management

Below are the latest updates regarding the transition:
Testing. Testing sessions started in early October and will continue through late October.  We have focused on common work scenarios such as the transition from BMC Remedy trouble tickets to ServiceLink incidents, and the conversion of select email/footprints queues to ServiceLink requests.
Request Fulfillment. Due to the discovery of additional requirements and business needs, the transition of limited CSDC and Infrastructure Services and Operations (ISO) Footprints email queues to ServiceLink request fulfillment will happen at a later date.
Adoption Activities.

  • Training sessions began the week of October 6 and will continue until the week before go-live. (View the schedule.) If you did not receive an invitation to a training session and believe you should have, please check with your manager.
  • Resources and training materials are available on the ServiceLink training and documentation web page. CSDC-specific information will be published by October 31.
  • Additional support will be provided throughout November as we stabilize the new ServiceLink tools and processes.

Data Migration. The project team has determined an approach for how the cutover from BMC Remedy to ServiceLink will be handled. Following are the key points of this process:

  • On October 31:
    • The ability to create new trouble tickets in Remedy will be disabled
    • Trouble tickets will NOT be migrated automatically from BMC Remedy into ServiceLink
    • Continue to process existing trouble tickets in Remedy, but create NEW incidents in ServiceLink
  • Four weeks after go-live (November 28)
    • All trouble tickets in Remedy will be made read-only  
    • All open trouble tickets in Remedy will need to be recreated in ServiceLink as incidents
    • To reduce the amount of time and effort needed to manually move this information, we strongly encourage you to resolve as many trouble tickets as possible before November 28.

Wireless Database. Although this concurrent workstream does not have a direct impact on most CDSC staff, please be aware that the deployment date for the Wireless Database has been moved from October 17 to October 31 due to various development issues.
We understand that these changes are challenging and appreciate your ongoing patience and support. We believe this implementation approach will better integrate existing CSDC workflows and data requirements into the ServiceLink platform.
Many of your ITS colleagues have been using the ServiceLink tools since last year and we encourage you take advantage of resources such as the ServiceLink G+ community to get information, assistance, and peer support. Please contact us via the feedback form on the project site if you have questions, concerns, or suggestions on how we can help make your move to ServiceLink easier. Thank you!
The ServiceLink Project Team

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Post date: Tuesday, September 2, 2014 - 22:41

On Friday, October 31, Voice/VOIP/Video and Network will begin to use ServiceLink for:

  • Incident Management (i.e., trouble tickets) & Request Fulfillment
  • Change Management
  • Problem Management & Knowledge Management

Below are the latest updates regarding the transition:

  • Testing.
    • Testing sessions have been scheduled with Ambassadors and other select participants in early September.
    • The team and participants will run through common work scenarios. The sessions will focus on the transition from BMC Trouble Tickets to Incidents in ServiceLink and the conversion of select email/footprints queues into ServiceLink requests.
  • Adoption Activities.
    • Training sessions begin the week of September 29. (View the schedule.) Sessions will be team-specific and teams will only attend sessions required to conduct relevant work.
    • Session invitations were sent last week. If you did not receive an invitation and believe you should have, please check with your manager.
    • Additional resource and support materials are under development and will be made available on this site over the next several weeks.

This implementation approach deploys all service management processes by service and will better integrate existing CSDC workflows and data requirements into the ServiceLink platform. We understand that these changes will be challenging. We hope to help minimize any disruption by providing additional on-site support throughout November as we stabilize the new ServiceLink tools and processes.
In addition, many of your ITS colleagues have been using these ServiceLink tools since last year. The ServiceLink G+ community is a great resource to get info, assistance, and peer support. If you have questions, concerns, or suggestions on how we can help make your move to ServiceLink easier, please contact us via our feedback form.

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Post date: Friday, August 15, 2014 - 11:56

The ServiceLink release for CSDC Service Management Processes will take place on Friday, October 31. Voice/VOIP/Video and Network will transition to ServiceLink for:

  • Incident Management & Request Fulfillment
  • Change Management
  • Problem Management & Knowledge Management

The project team will provide process overview and ServiceLink demo sessions according to the following tentative schedule:

  • Session 1: Incident Management & Request Fulfillment; September 29-October 7
  • Session 2: Change Management; October 7-October 15
  • Session 3: Problem & Knowledge; October 15-October 23

Staff will receive invitations for team training sessions within the next week or two. Sessions will be team-specific and each team will only attend sessions required to conduct their relevant work. We will provide additional support throughout November as we stabilize these services. All transition work should be complete by the end of November.
 
This new approach deploys all service management processes by service and will better integrate existing CSDC workflows and data requirements into the ServiceLink platform. A revised CSDC project roadmap, as well as additional support materials, are available on the project site.

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Post date: Monday, August 11, 2014 - 21:52

We have made the following updates based on issues reported to us:
 
Training Materials Updated:

 
Work Orders & Pre-orders NOW Refreshed Every 10 Minutes Instead of Hourly

  • Per your feedback, we have shorted the the time to find updated Work Orders & Pre-orders.  ServiceLink will pull these updates from Pinnacle every 10 minutes.  

 
Timecard

  1. The Notes field length increased from 40 to 250 characters.
  2. The Billing Cycle End Date now displays the 19th of the month instead of the 20th.
  3. The Overtime checkbox is now read-only for Capital Work Orders. (NOTE: OT is not allowed on Capital projects.)
  4. Added a read-only Pinnacle Status field. (Pending/Submitted)

Searching for Materials

  • When searching for a Z Code the Item Price displays for the selected Z Code.

 

  • Use Material List (Z Code) to view a report of all Z Codes from Pinnacle.

 

  • Time Entry Reports
    • The Time Entries This Week Report lets you view your time entered, but select the previous week instead of the current week when searching for time cards. (Fixes are in progress).
    • The Time Entry Notes report will return all time cards regardless if there are actual notes or not. (Fixes are in progress).

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IMPORTANT REMINDER: Please continue to send your BOM enhancement requests or issues to the ITS Service Center. Your feedback is very important as we continue to improve BOM in ServiceLink.

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