Does your IT Service Desk use KB articles solely to guide them on how to troubleshoot and resolve or escalate incidents or do they use some other knowledge or training? In other words, are they required to pull up a KB article when they take a call t...
Hello all, Question. With the way ServiceNow provides guidance regarding REQ/RITM and SCTASKS the RITM is the item that is requested by the customer with the SCTASK being where the work is done. We have implemented our platform where the SCTASK is as...
Is anyone able to offer guidance on next steps?I've been following all the steps from this link: How to Configure Digest Token Authentication for EMR Help with Epic Hyperspace and Hyperdrive - Supp... The Epic FDI record is configured, CryptoJS libar...
My organization is in the process of revamping our Service Catalog as we have recently introduce Demand Management, PPM, and the suite of SPM. Before these apps were deployed, some Service Catalog entries were created that now would better align as ...
Since the default words for Impact and Urgency are subjective, what have you all done to rename these so that they are meaningful for the users logging incidents? For example: Urgency"Patient lives at risk" = Critical"Preventing work" = High"Have wor...
Has anyone come up with a good approach to populating the Location table to support IT Service Management functions like INCs, CHG, RITM, etc.?How have you structured your location table, does it have a hierarchy? Thanks
Hello to the ServiceNow Life Sciences special interest group. Steve Gomolka with DXC Healthcare & LS ServiceNow Business. Seeking business process expertise from within / or closely connected / to the industry. Research, DevelopmentProduct Tria...
What is your organizations policy on allowing modification of Planned Start and End Date/Time of a CHG after it has been summited for Approval and is in Assess or Authorize State? In what states can someone modify the CHG?
1. Who specific is a member of your CAB that approves changes that go to your CAB?2. What is the approval policy for the CAB with those members? ie. All have to approve or majority or only any one member has to approve a CHG that goes to CAB?
How many organizations added a fourth Change model of "Expedited"? If so what is the approval workflow for that expedited change?
All, How do you organize the teams and steps of the process for Epic Application? Does each application have an Assignment Group (HIM, Ambulatory, MyChart, Willow etc.)?How do you track Lifecycle? 1. We triage issue/change and ensure proper priority...
Hello!Our organization is implementing InterSystems Health Connect and we want to integrate alerts into our ServiceNow instance to create incidents. Have any of you done this? How was your experience with the API integration?
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Anyone have a well defined CsDM model for healthcare they are willing to share? did you follow IT4IT or TBM taxonomy?
We just finished implementing Employee Center (standard) and need to stand up a lightweight governance process to manage modifications to our taxonomy and connected content going forward. Does anyone have an example of something like that or best pr...
