Customer experience with On-Call product

[Andy Valentine]

I am working on behalf of our Major Incident process manager to find customer/contacts with experience in use of On-Call product.

We are actively working in lower environments to build our solution, with some hurdles to cross relating legacy solution to new (ServiceNow) solution.  As the group is learning how the product works OOTB it would be very helpful to share needs and learnings.  Are there some peeps out there in MN SNUG will to share experience?

Cheers!

[Andy Valentine]

@Steve Hunt for awareness

[swnewton]

We use on-call scheduling. What questions do you have? Hopefully we can help!

[Karl Nelson]

Hi @swnewton ,

I am working with @Andy Valentine on the on-call project.  We have some high-level questions and would appreciate any insight you may have on them.

1. Do you have any policies surrounding security?  (Specifically on whether the rota_manager role should be limited to one associate per group or if the role can be used more broadly in certain cases.)
2. We have a use case where individuals are on call for certain technologies rather than groups.  Does your company have a similar use case?  If so, how have you handled it?
3. We have a use case where the on-call group should be called using a centralized phone number, rather than calling individual users within the group.  Does your company have a similar use case?  If so, how have you handled it?

Thank you,
Karl

[swnewton]

Hi Karl,

1. Yes, we only grant the rota_manager role to one member of the team to manage their on-call rotation.

2. No, we only go by group.

3. We have many teams that prefer a notification to a group device instead of the individual's mobile phones. We decided we didn't want to create generic users for each of these groups because it would be too many. Therefore we only allow groups to use on-call scheduling if they commit to notifications to individual members of their team.

I hope this helps!

-Skip