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Sepist posted:This thread recommending a vertical mouse was such a great call. My hand has been fantastic for 2 weeks now. Hey! That's awesome. So happy to hear.
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Jan 11, 2023 18:14
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Toshimo posted:Where would I get started reading if I wanted to replace our in-house 20 year old fake Change Management system with a new ServiceNow implementation from scratch? Do you want this to be your only job? Because doing this leads to it being something you will be stuck with as the sole owner until you leave. And anytime I heard ServiceNow changes all i hear is $$$$ noises.
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Jan 11, 2023 18:19
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Get a contractor to handle ServiceNow poo poo
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Jan 11, 2023 18:21
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Quit your job and work somewhere else that already has a system
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Jan 11, 2023 18:25
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We've had so much turnover on our Servicenow team it's crazy. We started the implementation almost 5 years ago and I think have had 10-15 people go through that team. What was once a team of like 10 is now down to 4 or 5 lol. Every month they add something new to it that they want us to use it for. This year's new thing is it will be the source of truth for all assets in the entire corporation. We are talking 40+ hospitals with 10s of thousands of assets at each site. It was initially half rear end implemented and the stockroom is a mess. We've asked if we can just start with a fresh database and go around and enter all our assets but they won't let us do that. Run far away or hire someone else to do it for you.
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Jan 11, 2023 19:23
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We've had the same experience with servicenow. Either their sales reps are really loving good at their job or C levels have an insatiable appetite for stuffing all the data into monolithic tools.. maybe they think it'll provide insight into unlocking the secrets of maximum productivity? gently caress if I know but it's annoying and the scope creep is unstoppable. And yes the group responsible for integrating anything into servicenow has horrible turnover. It's the endless list of "can you make this small adjustment to form X and workflow Y??" changes that drives them off.
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Jan 11, 2023 19:33
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Ok, so if not ServiceNow, then what? What is the goon-approved Change Management Solution?
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Jan 11, 2023 19:36
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FreshService
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Jan 11, 2023 19:41
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I've been using FreshService for a year now and although there are some parts of it that annoy me I'm satisfied with it. It's nice to finally have tickets, inventory and solutions all in one place. EDIT: https://twitter.com/jeeyonshim/status/1613067372084236288?s=20&t=fuUspWstfC3iFvXI-A77Yw
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Jan 11, 2023 19:47
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We have something like over 2 million asset inventory records in one of our servicenow instances, our core business app runs on it….we have a lot of servicenow dedicated developers. That’s not even counting back office/itsm functions in a separate instance.
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Jan 11, 2023 20:14
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The Fool posted:FreshService FreshService is my baby where I’m at — it’s allowed me to automate the poo poo parts of my job by having people submit ticket templates that require the information needed to get them what they want. Super useful for service desk guys too. Canned responses, automations that trigger based on executing a scenario. The change management is p solid too It has some glaring flaws here and there but goddamn if it isn’t pretty great overall They have some of the best API documentation I’ve ever seen. Absolutely love their API. tehinternet fucked around with this message at 20:18 on Jan 11, 2023 |
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Jan 11, 2023 20:16
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xzzy posted:C levels have an insatiable appetite for stuffing all the data into monolithic tools.. maybe they think it'll provide insight into unlocking the secrets of maximum productivity? The latest initiative from our C level is to monitor the metric as to how many times we are commenting on a ticket and that info is getting to the user. We have SLAs and all that, but they are wanting to drill specifically into how many times per ticket we are entering customer notes.
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Jan 11, 2023 20:20
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Our SNOW implementation has expanded beyond just IT. HR and Finance are making some use of it, and Facilities is off of SAP and invested in SNOW. We also just added a ton of inventory to support the vending machines and Smart Locker implementations. Our SNOW team has been pretty stable, they're getting to do lots of big implementations.
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Jan 11, 2023 20:24
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I once worked at a place where management decided it would be a great idea if any more than three interactions between staff were mandated to then become an in-person meeting. So someone could submit a ticket, you could reply asking for clarification or whatever, they'd reply with the details and then everything else was meant to be face-to-face as it was obviously far too confusing for the written word to deal with. Fortunately it was one of those 'policies' that just got blanket ignored, and it's not like anybody knew how to keep track of it anyway.
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Jan 11, 2023 20:26
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We use ServiceNow and it works pretty well, but we literally have multiple departments dedicated to it. Well over a hundred people I would estimate.
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Jan 11, 2023 20:26
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Thanks. I don't think I'm going to be able to change from ServiceNow because there's already an implementation somewhere in the agency, but I appreciate knowing the alternative. As it is, I suspect I'm just going to have to use what we've got, which is why I was looking for literature.
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Jan 11, 2023 20:26
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If I get very lucky, I'll get a dedicated guy who has heard of ServiceNow to architect the thing while also supporting the failing in-house system. I'm sure it will be fine.
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Jan 11, 2023 20:28
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ServiceNow: At Least We're Not Jira
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Jan 11, 2023 20:31
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We are moving to ServiceNow as well, I had been resistance to my team doing it since we operate pretty well with just a slack channel for incidents but more and more our channel is used as a catch all because other departments use ServiceNow. Still using jira for kanban though until someone decided we should use our gitlab instance for that.
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Jan 11, 2023 20:49
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Sepist posted:We are moving to ServiceNow as well, I had been resistance to my team doing it since we operate pretty well with just a slack channel for incidents but more and more our channel is used as a catch all because other departments use ServiceNow. Functionally I can see how that work, but from a compliance point of view a slack channel for incidents seems.... less than ideal.
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Jan 11, 2023 20:50
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Slack channel for incidents is fine as long as the right information about incident timelines is getting captured into a more structured system after the fact (like through a postmortem process). I have no love for "incident management tools" that slow down the process of running and resolving an incident
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Jan 11, 2023 20:58
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Toshimo posted:If I get very lucky, I'll get a dedicated guy who has heard of ServiceNow to architect the thing while also supporting the failing in-house system. I'm sure it will be fine.
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Jan 11, 2023 21:00
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Vulture Culture posted:What you'll actually end up with is people avoiding both systems over the confusion and user-hostility, instead backchannel messaging people they think can solve their problem Oh nah. That's not gonna happen and we won't have both up simultaneously anyway. The aging system will just be swapped out.
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Jan 11, 2023 21:17
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Thanks Ants posted:I once worked at a place where management decided it would be a great idea if any more than three interactions between staff were mandated to then become an in-person meeting. So someone could submit a ticket, you could reply asking for clarification or whatever, they'd reply with the details and then everything else was meant to be face-to-face as it was obviously far too confusing for the written word to deal with. I can see this being a good idea for tickets that get bounced around with "not my problem" type messages. (Or even worse, bounced around with no messages at all.)
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Jan 11, 2023 21:27
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It's just too prescriptive to work I think. It was a relatively small outfit so a system of department managers being able to escalate straight to the people heading up the IT department would have worked fine as well if things weren't making progress. That said, I do sometimes want to scream "pick up the loving phone and call them" at people who have sent 3-4 ticket updates trying to get hold of someone.
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Jan 11, 2023 21:52
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Amazing how it takes my coworker an hour to get back to me but an easy ticket from the CEO gets looked at in under five minutes Can't tell if I'm just grouchy and sleep deprived or if I'm just real tired of this place
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Jan 11, 2023 22:52
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i'd take the easy ticket from the ceo every time too
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Jan 11, 2023 22:53
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tokin opposition posted:Amazing how it takes my coworker an hour to get back to me but an easy ticket from the CEO gets looked at in under five minutes You're going to find that at every single organization ever, from private to public.
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Jan 11, 2023 22:55
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Vulture Culture posted:What you'll actually end up with is people avoiding both systems over the confusion and user-hostility, instead backchannel messaging people they think can solve their problem Then it’s on the IT people enabling that behavior, not the end user and that has to come from the top down. If your CIO/CTO caves all the time, you’re hosed no matter what The Fool posted:i'd take the easy ticket from the ceo every time too Same. Doesn’t matter if you’re good so long as the CEO thinks you’re good. All those C-Suite types know is name recognition.
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Jan 11, 2023 23:08
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App13 posted:In terms of “making the world a better place” the hydrologist role definitely wins out. This is the sad truth. At least the company I work for is Infosec/Anti-malware. So doing some good. Thanks Ants posted:I once worked at a place where management decided it would be a great idea if any more than three interactions between staff were mandated to then become an in-person meeting. So someone could submit a ticket, you could reply asking for clarification or whatever, they'd reply with the details and then everything else was meant to be face-to-face as it was obviously far too confusing for the written word to deal with. Wow, that's dumb. Thanks Ants posted:It's just too prescriptive to work I think. It was a relatively small outfit so a system of department managers being able to escalate straight to the people heading up the IT department would have worked fine as well if things weren't making progress. gently caress no. If I wanted to *talk* to *people*, I wouldn't have gotten into IT! ...how did I end up in user facing support again?
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Jan 11, 2023 23:28
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I need one of those signs that says it has been _ days since it was DNS.
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Jan 11, 2023 23:41
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I regret agreeing to do this gang tag thing. I have real work to do, you fuckers.
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Jan 12, 2023 00:04
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*unticks inform customer* *closes ticket*
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Jan 12, 2023 00:08
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I'm just going to set mine and consider it job done.
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Jan 12, 2023 00:12
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I am one of those people that doesn't call unresponsive users re: their tickets. My line of thinking is that they submitted the ticket because they have a problem that needs fixing. If they can't be bothered to read and reply to my emails attempting to help them fix their problem, I am not going to go out of my way to try to get a hold of them. I'm not their IT butler.
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Jan 12, 2023 00:18
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Internet Explorer posted:I regret agreeing to do this gang tag thing. I have real work to do, you fuckers. That’s your fault for not scoping the project correctly.
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Jan 12, 2023 00:25
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In our ticketing system we can put tickets in a "waiting for response from customer" status which sends them an email reminder every 3 days, and automatically closes the ticket after 12 days if they have not responded.
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Jan 12, 2023 00:30
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Squatch Ambassador posted:In our ticketing system we can put tickets in a "waiting for response from customer" status which sends them an email reminder every 3 days, and automatically closes the ticket after 12 days if they have not responded. This is the way, but uh, I think you accidentally added a 1 in front of "2 days if they have not responded". (We give them 4 days for "waiting for user" to change to autoclosing, so 6 days total).
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Jan 12, 2023 00:56
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Alright, couple of updates.
I think that's it.
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Jan 12, 2023 00:59
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Internet Explorer posted:Alright, couple of updates. Just give me a 6er for fun. I gotta do some studying tonight. See y’all tomorrow. (USER WAS PUT ON PROBATION FOR THIS POST)
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Jan 12, 2023 01:02
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