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The Role of Organizational Change in an ITSM Implementation

At the end of the day an IT Service Management (ITSM) implementation is an exercise in organizational change enabled by process and technology. What this means is, work that typically moves up and down organizational “silos” will now be moving across the departments spanning the IT organization.

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« The ServiceNow Call Center | Main | Runbook Automation & ServiceNow »
Friday
Nov112011

On-Call Rotation in ServiceNow 

Presenter: Austin Buono
Length: 51:38

Austin Buono, Technical Analyst at Fruition Partners, discusses On-Call Rotation. He demonstrates how this application provides a way of rotating an on-call position within a group of people on a regular basis.

Throughout the hour Austin discusses:

  • Creating a new On-call Rotation
  • Managing notifications
  • Defining schedules
  • Escalation Guidelines
  • Twilio Integration
  • Tips and Tricks
» » Print ArticlePrint

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