ServiceNow
What is ServiceNow?
CEDP utilises ServiceNow as an ITSM (IT Service Management) and a ITOM (IT Operation Management). CEDP uses Incidents and Requests as a way for schools to log issues and tasks to CEDP service areas.
ServiceNow is a known as a PaaS (Platform as a Service), you can find out more by searching for ServiceNow on google.
How do CEDP use ServiceNow?
Incident Management - CEDP ICT uses Incident management for all break fix issues and anything else that isn't covered in a request. Incidents are the most common type of ticket that comes into ICT.
Request Management - CEDP ICT uses request management for all common changes in the system, this includes VoIP, Accounts, Permissions and device management
Change Management - CEDP are in the process of moving over to change management in ServiceNow as a new way to log all standard, minor, major and emergency changes.
Problem Management - When CEDP gets lots of incoming tickets all related to a single issue, commonly a problem is created to group these tickets and to allow a central place to put updates that will flow to all linked tickets.
Asset Management - CEDP ICT uses ServiceNow's asset management system to keep track of all devices that are given out to CEDP staff members. We use this to plan for future devices as well to known when devices warranty and lifecycle is ending.
Logging a Ticket:
Requestor Portal
To log a request directly to the ICT, go to Submit a Ticket in ServiceNow at the following link;
https://cenet.service-now.com/parramatta
Please check all requests before logging a ticket to IT.
Please ensure you put the Principal inside the "Principal's Approval" field. If the principal is on leave, you can put the next person in the executive team in this field. E.G Assistant Principal or REC.
Tickets without the correct approval will be closed and you will need to open a new ticket.
Principals can view their approvals by going to https://cenet.service-now.com/parramatta and clicking on I Need to Approve, or by clicking the link sent to them via email.
Ticket Escalation
To log issues directly to the Service Desk for further escalation, Click the Escalate button at the top right of a school-based ticket.
Make sure to include the following;
Short description: Site AgeID - brief issue summary
Describe the issue: (providing all applicable/historical details as needed)
Who is affected/scope?
Affected platform/device?
How are they affected? (describe how this differs from the expected function/operation)
When did it start/possible triggers?
Previous troubleshooting (helps to identify if it is a device, user, application, configuration or network issue)
Attachments: screenshots, recording, etc. (if necessary)
If for any reason a school ticket cannot be escalated, tickets can be raised to ESD directly by including all of the above information in an email to esd@parra.catholic.edu.au
Please include the Short Description as the email Subject.