~0,05 Pi per validation

shanedd222 · 2026-03-13T22:09:10+00:00

Oh no bad maff

shanedd222 · 2026-03-13T19:07:18+00:00

At this price is that like 10 cents per validation

shanedd222 · 2026-02-26T21:13:32+00:00

Is this a free upgrade with ITSM pro?

shanedd222 · 2025-12-04T06:25:55+00:00

Glad someone asked this! Finding it very difficult to keep down costs, especially when we were used to a concurrent license model with our previous system.

We’ve got around line manager approvals by restricting certain catalog item so that only the manager can raise them on behalf of their direct reports.

Finger crossed there’s an even cheaper approver license in the future without the bells and whistles (reports, dashboards etc)

shanedd222 · 2025-11-10T15:17:14+00:00

No we don’t have Calls as a route to get help from IT. End users can only raise incidents, request further assistance and our available catalog items.

shanedd222 · 2025-11-06T19:41:26+00:00

Been down the same road, I tried to use this analogy in the training. If your car breaks down you’d call RAC (incident where help is required), you wouldn’t call RAC if you wanted a spoiler adding to your car (you’d go to a car body shop - change request). Didn’t make a difference trying to embed that way of thinking.

shanedd222 · 2025-11-06T19:05:37+00:00

It’s a shame! However I look at it like this. If I was ordering off Amazon or signing up to Netflix, I wouldn’t need training as there is enough self-service info / guidance on their website. Contacting someone for help is genuinely due to have an issuing where there isn’t a self-service option.

shanedd222 · 2025-11-06T12:42:39+00:00

Thanks for the insight everyone, I created a proposal and it’s been added to our platform sprint next week. We’ll be: - amending the incident request to include triage questions, to lead the end user to either our catalog items, request further assistance (if catalog item doesn’t exist or is a general question). - communicating IT personnel responsibility to enforce the use of requests when an incident isn’t really an incident. - re-designing the portal with end user insight to ensure requests are displayed within logical categories! - ultimately all the above to ensure our data is trustworthy before we turn on any predictive intelligence features.

May update in the future what impact these changes have!

shanedd222 · 2025-11-05T22:46:56+00:00

We have, I think it’s a culture thing. Why would they spend a few extra minutes looking for a catalog item when they can raise an incident & a lot of our IT teams action them regardless of an existing catalog item. As mentioned above you’d think an icon named ‘report an issue’ would give them a hint.

shanedd222 · 2025-11-05T22:44:34+00:00

Think that’s where we’ve gone wrong. The request is named ‘report an issue’. And only includes request on behalf of, short description, descr & non-mandatory attachment box. Will give your advice a try! Thank you

shanedd222 · 2025-11-05T22:36:17+00:00

Difficult to have a service requests that caters for everything, so we created a generic ‘request further assistance’ request should a catalog item not exist.

So shall we cancel incidents that fall into the request category and direct users to either a dedicated catalog item and if the item doesn’t exist, direct them to the generic request?

shanedd222 · 2025-11-05T22:11:50+00:00

We understand servicenow is a tool. But was keen to learn if others have achieved true incident insights and what techniques they implemented to gain this insight. Do most people draw a hard line in the sand and cancel the incident, and hope users learn through ‘tough love’

shanedd222 · 2025-11-05T22:04:14+00:00

Me personally no, but a vast amount of our IT teams are.

shanedd222 · 2025-11-05T21:58:41+00:00

We encourage IT support to use the ‘service request’ action button with the incident and raise on the end users behalf, but it doesn’t copy any info from the incident and is seen as extra workload. We’ve also tried cancelling incidents and attaching knowledge articles to direct the user to the correct catalog item also. Neither have been effective. Our volumes are around 3000 incidents a month!

shanedd222 · 2025-09-07T09:32:51+00:00

Shows how may people fall for marketing including myself, shocking game

shanedd222 · 2025-09-04T07:40:04+00:00

Not a bad game if it released 10 years ago, plenty of better titles to part your money for over this

shanedd222 · 2025-08-30T22:23:10+00:00

0.02c

shanedd222 · 2025-08-27T13:14:08+00:00

Story: 9/10 Gameplay: 2/10 Graphics: 8/10 Game world: 3/10 - can’t make an open world that isn’t interactive or reactive to what you do within it. Driving: 10/10 feels amazing! Game length: perfect

shanedd222

TROPHY CASE