We recently deployed ServiceNow ITSM in our organization replacing a very archaic system for our IT requests and incidents (I feel like we upgraded our car from manual/crank windows to power windows!). We have not yet deployed the Employee Portal to our customers, and are reliant upon the email notifications for both fulfillers/resolvers and customers related to ticket activity. We are also not using the mobile app at this time.
Our fulfillers are already getting email fatigue with all of the email notifications - when a ticket is opened, updated comments, updated work notes, resolved/closed, adds to the watchlist. We have fulfillers on both ends of the spectrum - some rely upon the emails for notifications, others are comfortable using dashboards and notifications in the ITSM.
How are other organizations configuring their notifications? Looking for some insight to guide us as we move forward in maturing with ITSM, gaining efficiencies and adoption along the way.
We are an organization with 2500 employees, IT department of 70. We have one ITSM Admin configuring the system.
