Monthly Archives: May 2019

ITSM ‘top tips’

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1. NU Service triggers an email notification to change owners (of significant and major changes) when their change has been added to the CAB agenda for review. This email notification is to invite the change owner to attend the CAB meeting at a specified time slot. The subject of this email notification is: “NU Service Notification: Change {Id} has been accepted for CAB review, at time {CABReviewTime}”.

If you have an existing outlook rule set to filter out/re-direct notifications from NU Service then it is recommended that you modify/add a new rule to ensure you have visibility of any CAB invitation email notifications.

2. NUIT Analysts are advised to extend their change planning horizon to facilitate the timeliness of communications associated with their changes.

3. As a reminder ‘Peer Review’ is important to help both change owners and approvers know more about people’s views on the proposal, and is especially important for significant and major changes. Change owners can encourage their peers to submit a peer review within NU Service.

Examples of types of reviewer include:

  • Owners of potentially impacted services
  • People who can advise on business impact
  • Technical reviewers
  • Support teams

 

ITSM ‘top tips’

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In the recent inaugural CAB meeting, a few points came up that the group thought might be useful to share with others in NUIT – here are a few ‘top tips’:

  1. Add a note to change tickets to outline consultations that have taken place, including details of who was consulted, and the outcome
  2. Include the time it would take to roll back the change in the overall time requested to carry out the deployment.
  3. There is a need to show a summary implementation plan in the change detail document, but the technical detailed implementation plan (or work instruction) can be held elsewhere. Please make reference to this in the change detail document if it exists.
  4. Where a change is no longer required, the ticket should be cancelled using the ‘cancel’ action, rather than completed using the ‘record outcome’ action.

NU Service dashboard personalisation

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Following last night’s release, the Analyst Dashboard for all users was reset to a default state to allow an alteration to the dashboard to cascade correctly.

This will have reset any sort orders etc that an individual may have applied to the queries on the dashboard.

In order to make any future alterations ‘stick’, you have to perform an action that will force the system to recognise a dashboard update. For the Analyst Dashboard, the simplest way to do this is to make any sort order etc modifications, then move the thin vertical grey line between the queries by a small amount to the left or right:

This should force a notification to appear stating ‘Dashboard updated’; now you can reload the dashboard and your changes will have been saved.