{"id":1955,"date":"2022-11-21T15:07:10","date_gmt":"2022-11-21T20:07:10","guid":{"rendered":"https:\/\/it.rutgers.edu\/service-management\/?page_id=1955"},"modified":"2025-05-19T14:38:56","modified_gmt":"2025-05-19T19:38:56","slug":"rutgers-it-service-management-virtual-showcase-november-9-2022","status":"publish","type":"page","link":"https:\/\/it.rutgers.edu\/service-management\/rutgers-it-service-management-virtual-showcase-november-9-2022\/","title":{"rendered":"Rutgers IT Service Management virtual showcase November 9, 2022"},"content":{"rendered":"    <section class=\"cc--component-container cc--hero-basic  hero-basic color-light-gray\">\n\n<div class=\"c--component c--hero-basic\">\n        \n<div class=\"outer-wrapper\">\n    <div class=\"inner-wrapper\">\n        <div class=\"text-container\">\n            <div class=\"text-wrapper\">\n\t\t\t\t<div class=\"f--field f--page-title \"><h1>Service Management<\/h1>\n\n<\/div><!-- f--field f--page-title -->\n\t\t\t\t<div class=\"f--field f--text \"><\/div><!-- f--field f--text -->\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n<\/div><!-- c--component c--hero-basic -->\n\n    <\/section><!-- cc--component-container cc--section -->\n\n\n    <section class=\"cc--component-container cc--heading-description vertical  heading-description color-white\">\n\n<div class=\"c--component c--heading-description\">\n        \n<div class=\"inner-wrapper\">\n    <div class=\"text-container\">\n\t\t<div class=\"f--field f--section-title \"><h2>\n            Rutgers IT Service Management Virtual Showcase November 9, 2022    <\/h2>\n<\/div><!-- f--field f--section-title -->\n        <div class=\"cta-container\">\n\t\t\t<div class=\"f--field f--description \"><\/div><!-- f--field f--description -->\n        <\/div>\n    <\/div>\n<\/div>\n<\/div><!-- c--component c--heading-description -->\n\n    <\/section><!-- cc--component-container cc--section -->\n\n\n    <section class=\"cc--component-container cc--heading-description vertical  heading-description color-white\">\n\n<div class=\"c--component c--heading-description\">\n        \n<div class=\"inner-wrapper\">\n    <div class=\"text-container\">\n\t\t<div class=\"f--field f--section-title \"><h2>\n            Showcase recording    <\/h2>\n<\/div><!-- f--field f--section-title -->\n        <div class=\"cta-container\">\n\t\t\t<div class=\"f--field f--description \"><p><iframe loading=\"lazy\" title=\"Rutgers IT Service Management Office virtual showcase\" width=\"640\" height=\"360\" src=\"https:\/\/www.youtube.com\/embed\/Rz4nKFAIzyI?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<\/div><!-- f--field f--description -->\n        <\/div>\n    <\/div>\n<\/div>\n<\/div><!-- c--component c--heading-description -->\n\n    <\/section><!-- cc--component-container cc--section -->\n\n\n    <section class=\"cc--component-container cc--rich-text  rich-text\">\n\n<div class=\"c--component c--rich-text\">\n        \n    <div class=\"f--field f--rich-text \"><div class=\"et_pb_row et_pb_row_2\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_2 et_pb_css_mix_blend_mode_passthrough et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_2 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<h2 style=\"text-align: left;\"><strong>Presentations<\/strong><\/h2>\n<p style=\"text-align: left;\">Find below presentation slides and video segment descriptions.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"et_pb_row et_pb_row_3 et_pb_row_3-4_1-4\">\n<div class=\"et_pb_column et_pb_column_3_4 et_pb_column_3 et_pb_css_mix_blend_mode_passthrough\">\n<div class=\"et_pb_module et_pb_text et_pb_text_3 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<h2 style=\"text-align: left;\"><strong>Overview<\/strong><\/h2>\n<p style=\"text-align: left;\">Welcome and introductions.<br \/>\n<i class=\"fad fa-angle-double-right\" aria-hidden=\"true\"><\/i>\u00a0<a href=\"https:\/\/www.youtube.com\/watch?v=Rz4nKFAIzyI&amp;t=0s\" target=\"new\" rel=\"noopener\"><strong>View on YouTube<\/strong><\/a><br \/>\n<i class=\"fad fa-angle-double-right\" aria-hidden=\"true\"><\/i>\u00a0<a href=\"https:\/\/it.rutgers.edu\/service-management\/wp-content\/uploads\/sites\/43\/2022\/11\/20221109-SMOShowcaseOverview-1.pdf\" target=\"_blank\" rel=\"noopener\"><strong>Presentation slides<\/strong><\/a>\u00a0(PDF; 1.2MB)<\/p>\n<h2 style=\"text-align: left;\"><strong>Incident Management<\/strong><\/h2>\n<p style=\"text-align: left;\">Reviewed recent and upcoming enhancements to Incident Management during the past calendar year. This includes enhancements to internal and external notifications (such as adding portal links to user emails and updates to system data presented to agents), the incident to request (or vice versa) conversion process, user profile information (additional location data), and updates to the incident form and list.<br \/>\n<i class=\"fad fa-angle-double-right\" aria-hidden=\"true\"><\/i>\u00a0<a href=\"https:\/\/www.youtube.com\/watch?v=Rz4nKFAIzyI&amp;t=133s\" target=\"new\" rel=\"noopener\"><strong>View on YouTube<\/strong><\/a><br \/>\n<i class=\"fad fa-angle-double-right\" aria-hidden=\"true\"><\/i>\u00a0<a href=\"https:\/\/it.rutgers.edu\/service-management\/wp-content\/uploads\/sites\/43\/2022\/11\/20221109-SMOShowcaseIncidentManagement.pdf\" target=\"_blank\" rel=\"noopener\"><strong>Presentation slides<\/strong><\/a>\u00a0(PDF; 172KB)<\/p>\n<h2 style=\"text-align: left;\"><strong>Service Request Catalog\/Managing Requests<\/strong><\/h2>\n<p style=\"text-align: left;\">Reviewed the structure of Request Management and how to access catalog items and tasks as an agent, as well as a run through of the Request lifecycle from catalog submission to item fulfillment by an agent.<br \/>\n<i class=\"fad fa-angle-double-right\" aria-hidden=\"true\"><\/i>\u00a0<a href=\"https:\/\/www.youtube.com\/watch?v=Rz4nKFAIzyI&amp;t=1775s\" target=\"new\" rel=\"noopener\"><strong>View on YouTube<\/strong><\/a><br \/>\n<i class=\"fad fa-angle-double-right\" aria-hidden=\"true\"><\/i>\u00a0<a href=\"https:\/\/it.rutgers.edu\/service-management\/wp-content\/uploads\/sites\/43\/2022\/11\/20221109-SMOShowcaseRequestManagement.pdf\" target=\"_blank\" rel=\"noopener\"><strong>Presentation slides<\/strong><\/a>\u00a0(PDF; 3.5MB)<\/p>\n<h2 style=\"text-align: left;\"><strong>Dashboards, Reporting &amp; Performance Analytics;<\/strong><\/h2>\n<p style=\"text-align: left;\">Provided an overview of the ServiceNow Reporting application\u200b; including quick ways to create, view, and share reports, viewing and customizing out-of-the-box reports, building homepage dashboards, and advanced features such as visual task boards and interactive analysis.<br \/>\n<i class=\"fad fa-angle-double-right\" aria-hidden=\"true\"><\/i>\u00a0<a href=\"https:\/\/www.youtube.com\/watch?v=Rz4nKFAIzyI&amp;t=3216s\" target=\"new\" rel=\"noopener\"><strong>View on YouTube<\/strong><\/a><br \/>\n<i class=\"fad fa-angle-double-right\" aria-hidden=\"true\"><\/i>\u00a0<a href=\"https:\/\/it.rutgers.edu\/service-management\/wp-content\/uploads\/sites\/43\/2022\/11\/20221109-SMOShowcaseReporting.pdf\" target=\"_blank\" rel=\"noopener\"><strong>Presentation slides<\/strong><\/a>\u00a0(PDF; 5.4MB)<\/p>\n<h2 style=\"text-align: left;\"><strong>Rutgers IT Help portal<\/strong><\/h2>\n<p style=\"text-align: left;\">Reviewed the Rutgers IT Help; including the knowledgebase (find answers), service catalog (request service), and incident form (report an issue). Demoed user interactions including approvals, closed record surveys, and the task activity page. Reviewed myRutgers companion widget that pulls portal information and links for ease of use.<br \/>\n<i class=\"fad fa-angle-double-right\" aria-hidden=\"true\"><\/i>\u00a0<a href=\"https:\/\/www.youtube.com\/watch?v=Rz4nKFAIzyI&amp;t=4775s\" target=\"new\" rel=\"noopener\"><strong>View on YouTube<\/strong><\/a><\/p>\n<h2 style=\"text-align: left;\"><strong>Training and Certification Program\/Future Initiatives<\/strong><\/h2>\n<p style=\"text-align: left;\">Discussed available training and certification options provided by the Service Management Office such as the ITILv4 certification and day-in-the-life sessions.\u00a0 \u00a0During this session we also reviewed some upcoming items for ServiceNow, such as the new user experience (Next Experience), and future application launches.<br \/>\n<i class=\"fad fa-angle-double-right\" aria-hidden=\"true\"><\/i>\u00a0<a href=\"https:\/\/www.youtube.com\/watch?v=Rz4nKFAIzyI&amp;t=6320s\" target=\"new\" rel=\"noopener\"><strong>View on YouTube<\/strong><\/a><br \/>\n<i class=\"fad fa-angle-double-right\" aria-hidden=\"true\"><\/i>\u00a0<a href=\"https:\/\/it.rutgers.edu\/service-management\/wp-content\/uploads\/sites\/43\/2022\/11\/20221109-SMOShowcaseTrainingFuture.pdf\" target=\"_blank\" rel=\"noopener\"><strong>Presentation slides<\/strong><\/a>\u00a0(PDF; 2.4MB)<\/p>\n<h2 style=\"text-align: left;\"><strong>Open Q&amp;A<\/strong><\/h2>\n<p style=\"text-align: left;\">Question and answer period.<br \/>\n<i class=\"fad fa-angle-double-right\" aria-hidden=\"true\"><\/i>\u00a0<a href=\"https:\/\/www.youtube.com\/watch?v=Rz4nKFAIzyI&amp;t=7356s\" target=\"new\" rel=\"noopener\"><strong>View on YouTube<\/strong><\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><!-- f--field f--rich-text -->\n\n    <\/div><!-- c--component c--rich-text -->\n\n    <\/section><!-- cc--component-container cc--section -->\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":992,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"page-category":[],"class_list":["post-1955","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - 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