ServiceNow Fulfillers,
Time for another installment of your monthly update. I’ll jump right into the things you care about.
Project Calendar
A high-level project calendar is now available. It can be seen on the project website: Customer Support Tool Project Calendar.
Classifying & Working Tickets
While the Incident/Service Request distinction will still exist in TDX, it is much more flexible and easier to work:
- Everything is flat – no more REQ > RITM > SCTASK.
- Tickets can be easily re-classified.
- We are improving the user experience to avoid having “two front doors” on the portal.
TDX Clean Slate
We are taking a clean slate approach in TDX and will not automatically move any tickets from ServiceNow. However, that leads to the TDX early access and ServiceNow late access we’re planning.
TDX Early Access & ServiceNow Late Access
Agents (current ServiceNow fulfillers) will have 2-3 weeks early access in TDX to get familiar with the tool. For comparison, fulfillers were given 3 days early access for ServiceNow go-live.
Fulfillers will also have 2-3 weeks late access in ServiceNow after TDX go-live. During this time, the ability to create new tickets in ServiceNow will be disabled as will notifications, so as not to confuse customers. Some best practice guidance on how to work within the tool to close out/move tickets to TDX will be shared.
High-Level Training Plan
Lastly, as promised in last month’s email, we have a high-level training plan.
Dates:
- 3-4 weeks prior to go-live, beginning one week prior to TDX early access
Methods:
- Instructor-led webinar sessions with live attendance (will be recorded)
- TDX eLearning sessions
- Open house/workshop sessions for drop-in Q&A
- How-to videos (3-4 minutes) on specific topics/tasks
- Reference materials (e.g. Agent Guide, TDX Terms, ServiceNow to TDX Crosswalk, etc.)
The training plan can also be accessed on the website: Customer Support Tool Training Information.
That’s it for this edition. More soon!
Best,
Calvin Groves, Director of Customer Support & Outreach