ELT Meeting Dec 8, 2014
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1 FISC 101 & Service Now Overview ELT Meeting Dec 8, 2014
2 Agenda FISC 101 Service Now Overview
3 FISC 101 Regina Sykes Senior Business Analyst Mgr FISC Dec 8, 2014
4 Services Provided By the FISC Badging services Parking/Transportation Primary contact for ALL FMD Services Olin Residence Hall Desk Management Other/as needed
5 Contact Entry Points to the FISC Walk-up Services Call Submit a Service Request in ServiceNow
6 FISC - Key Performance Indicators Call Volume Monthly Call Volume Average talk time Average speed to answer Monthly Call Abandonment Rate Work Order Management Number of Monthly Facilities Engineering Work Orders Opened Number of Monthly Custodial Work Orders/Requests Opened Opened vs closed work orders
7 FISC Monthly Call Volume
8 Facilities Maintenance Requests May 2014 Oct 2014
9 Facilities Maintenance Requests Opened/Closed Stats Month Opened May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Notes 34 open 9 open, 1 pending 30 open, 1 work started 47 open, 1 pending, 1 waiting on materials 77 open 68 open, 1 pending, 1 waiting on materials, 2 work started 128 open, 2 pending, 3 waiting on materials, 3 work started
10 Open Facilities Maintenance Requests by Category Open Pending Waiting on Materials Controls 1 Building Exterior 6 Elevators 7 Grounds 7 Electrical 9 Pest Control 21 Door 24 HVAC 34 Other 46 Carpentry 62 Plumbing 63 Lighting 88 Carpentry 1 Door 2 Door 2 HVAC 2 Work Started Other 1 Plumbing 1 Door 4
11 Custodial Requests Aug 2014 Oct 2014
12 Custodial Requests Opened/Closed Stats Sub-categories of Open Requests Clean Toilet 1 Dusting 4 Mopping 6 Other 13 Paper Towel Dispenser Nonfunctioning 2 Restock Toilet Paper 1 Trash Removal 3 Vacuuming 6 Month Opened Aug-14 Sep-14 Oct-14 Nov-14 Notes 6 open 7 open 10 open 26 open, 1 work started
13 Requested Items May 2014 Nov 2014
14 Requested Items May 2014 Nov 2014 By Type of Requested Item
15 Parking/Transportation
16 for Facilities Marshall Howell Applications Analyst - CIT
17 Glossary of Terms Requested Item(RITM) is the parent for all tasks related to special requests or projects, not related standard custodial or maintenance work orders Facilities Task(FTASK) all maintenance work tasks related to requested items, including D&C requested work and customer requested projects. These belong to RITMs Custodial Task(CSTASK) created and associated with moves, setups and floor cleaning request Facilities Maintenance request(fmr) standard maintenance work orders usually non-chargeable Custodial Service Request(CSR) standard custodial work orders usually non-chargeable Customer Service Rep(CSR) Individual working at the FISC service desk
18 Accessing Facilities Service Center On the left navigation pane click on Facilities Service Center The Page shown will be displayed after* *Display may appear slightly different based on browser.
19 Submitting a Work Order Click on Submit a Work Order. Name/Dept./Phone will be prepopulated. Enter the location information for the specific request.
20 Request a Service Click on Request a Facilities Operations Service. Select an available service that meets your needs. i.e. Request a Setup Service
21 New Key Request Click on New Key Request On Behalf of will auto populate but can be changed to another user you re requesting for. Enter the location information for the specific request. **Number of keys is not quantity, it is number of different key types.
22 Accessing your Work Orders and Requests Click on Access your Work Orders and Requests To view all of your active Work Orders select the corresponding application link.
23 Q&A Feel Free to ask any questions related to ServiceNow for Facilities as well as any concerns you may want to discuss.
24 Marshall Howell Business and Technology Applications Analyst Campus Box S. Euclid St. Louis, MO (314) Regina Sykes Senior Business Analyst Campus Box S. Euclid St. Louis, MO (314)
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