Has anyone implemented Quality Assurance/Control in ITSM?

[Ryan S]

Has anyone designed a solution to conduct quality checks on tickets within ServiceNow? Our Service Center has a couple folks that review tickets to ensure proper notation, routing, categorization, etc. At this point they are just adding a work note to the ticket to indicate it was checked, but tracking the details outside ServiceNow (since you don't want everyone seeing the information). Has anyone looked at how to do all this within ServiceNow?

[Priyanka Gupta]

Hi Ryan,

You could add the audit logs to ServiceNow in a separate field that would be visible(lock down by ACL) to only the people who review the tickets at this time. This will ensure the others dont see the tracking details.

-Priyanka

[pri_pt]

Hi Ryan,

Yes, we have done this. We have created a custom table called Helpdesk Quality Assessment that references the incident/case.
This table has all the review questions that we originally added in an excel sheet as choice fields and it then calculates the score using a business rule. We then added ACLS for it to be read-only for the staff that was assessed and only the reviewers can edit it.

It is very primitive at this stage with enhancement plans in the near future.

Hope this helps with your question. 

Kind Regards,

Pri

[Chick]

Pri,

Are you able to share your Project We are looking to do that same? I have not been able to figure out how to get the Percentage (Manager try to be a Developer). Are you able to report on this table as well to look at was groups or helpdesk personnel is below your standards ?

[Donald Small1]

Hi Pri,

I am also looking to implement something like this.  Are you able to share the project XML?