Managing Service Status Announcements Using IT Service Manager

Functionality has been added to the IT Service Manager (Footprints) Change Management instance to enable integration with IT Service Status announcements. This integration will make it easier to post service status announcements to the NWU-COMP-ANNOUNCE listserv when creating a Change Management RFC.

TO POST THE INITIAL IT SERVICE STATUS ANNOUNCEMENT:

  • From the Change Management RFC, select "Send" in the 'Service Status Announcement' dropdown field
  • Add your listserv message to the 'Initial Service Status Message' text box; this should be a non-technical message targeted to a university-wide audience and should be reviewed before entering the text in the RFC; the RFC 'Title' will be used as the title of the message

Manager approval for the RFC is required for the listserv message to be posted.

The NWU-COMP-ANNOUNCE listserv message will be posted five days before the start time of the RFC event.  If the message is added to the RFC within five days of the start date, the message will be sent out to the listserv within 15 minutes.

The Service Status Message can be added to the RFC at any time up to the listed start time.

Start and end times, event title and event description can be updated in the RFC before the initial service status announcement is posted.

In addition to the listserv posting, the RFC event will be added to the service-status.northwestern.edu calendar under the Scheduled Maintenance section.

TO POST AN IT SERVICE STATUS COMPLETION ANNOUNCEMENT:

If an initial service status message had been posted to the listserv, a follow-up notice may be sent from the RFC when the work is completed.

  • From the Change Management RFC, the 'Service Status Announcement' selection must be set to "Send" and the 'Status' value for the RFC must be set to "Completed"
  • On the Change Information tab, add your listserv message to the 'Completion Service Status Message' text box; you can accept the default wording or overtype the text with a customized message

The Actual Start/End dates will be used in the body of the listserv email message to indicate when the work was completed.

The listserv completion message will be posted within 15 minutes after saving the RFC.

NOTE: Additional updates to the service status announcement and service calendar can be made directly at https://service-status.northwestern.edu/




Keywords:COMP-ANNOUNCE, footprints   Doc ID:77145
Owner:TSS IT Service Management .Group:Northwestern
Created:2017-10-03 13:09 CDTUpdated:2019-04-01 08:24 CDT
Sites:Northwestern
CleanURL:https://kb.northwestern.edu/service-status
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