Following guidance from EduCause, a Process Owner is the authority on a process, ensuring that the process supports the institution’s mission; promote the value of the process as part of the Service Management Program and work with the Service Management Office to continually monitor process health and maturity.
In 2023 your requests/issues are sent to servicenow-support@berkeley.edu (for IT/HR issues) or telcathelp@berkeley.edu (for Telecom Catalog issues). In 2023 we are in a pilot to use the ServiceNow Idea and Demand modules for intake. Stay tuned for updates.
The ServiceNow team and the Process Owners work in partnership to review incoming requests. Incoming requests will go through a review process, more information will be gathered from you, and will be prioritized, based upon the other requests in the queue. Prioritization will be done by assessing Value and Risk.
In most cases, this is who will review your request:
Process Owners/Champions:
- Enhancement request
- Improvement request
- New integration request
- Non-urgent bug
- Process question
- Business Process review
- Best practice question
- Onboarding new groups into an existing process
- Storing new data in CMDB
- Add a new Service
ServiceNow team:
- Emergency break
- Outage of system, component, or integration
- Issue with integration, component, system upgrade / patch (e.g., UC Path API update, Pinnacle upgrade, etc.)
- “How to” in ServiceNow
- Issue with a feature that doesn't have a process owner
Read more about process owners/champions.
Questions? Please send email to servicenow-support@berkeley.edu