how to communicate to the itil user after a feature released in the system

[major li]

Hi community,

I run into a communication issue. I am the product owner of ITSM. Recently I have released a new feature which redesign the resolution code in the incident table. The change is submitted by process owner of incident management.

However, after the release of, the process owner asked me, as a product owner to communicate to the itil users even there is a KA already created to describe the new feature. I found it quite weird.  

May I know what is your practice in your organization?

Thank you. 

[Jaspal Singh]

Hi,

Why not use Annoucements and then limit the Announcements by using User Criteria to ITIL users. In case, you do not have Service Portal user criteria you can try following and activating the plugin and then use it in Annoucements.

[major li]

Hi Mr. Singh,

thanks for feedbacking to me. In my organization, we release some feature biweekly. So I am not so confident if itil user will be aware of the feature deployed. 

May I know in your organization, after the announcement, no more communication take place?

[Dr Atul G- LNG · Accepted solution]

Hi @major li 

Greetings!!

This is very common issue. I am a trainer and worked in role like you are doing ( a bit only)

- As Jaspal suggested Announcements are best option.

- As we are human we ignore these kinds of things until I need or i stuck. So KB is another option

- We add these KB's in feature sections on portal

- Email communication is still required

- User training ( TTT plan) is another way.

- Create small video and add in Saba or internal training portal

- Update to SD to follow these.

We cant take thousands users, but these are ways we can spread the updates.

[major li]

Hi @Dr Atul G- LNG ,

You have covered everything! Thank you.