Customer experience with On-Call product
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
04-21-2022 06:00 AM
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!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
04-26-2022 07:04 AM
We, also use on-call rotation, but with just the basic OOB options, and escalations to each of the members in the group based on schedule and the defined escalation type.
This is used just for ITSM support coverage for after business hours when the incident meets certain criteria for the assignment rule, or manually assigned during business hours by Tier1 to the On-call group.
The on-call manager actions at this point are to review/approve the proposed on-call coverage when the scheduled member is going to be on PTO.
Now Agent mobile app is a need as in order to acknowledge the raised incident and stop escalation, the on-call member needs to assign the record to them and edit the record. Using the Now Agent mobile app, it reduces the need to be tethered to the workstation and at a minimum respond to the caller, asses the issue and work on a resolution.
