Service Management Minute - Edition 4

This Week in Changes

This week CAB approved these 12 changes:

Standing Change

GitLab Updates Required ASAP

Thanks to the teams managing a Gitlab Community or Enterprise Edition who updated to the latest release. Because the latest Gitlab release includes important security fixes remaining instances require updates as soon as possible.

Action Required:

• Update to the latest release.Update to the latest release.
• Please add the system’s hostname to the list in Change Record 11511.Please add the system’s hostname to the list in Change Record 11511.

Weekly Top 5

How can Service Management enable remote work? 

1. Tracking! We still need to track issues, trends, and work. This keeps work flowing, and enables reporting  on needs and response during this new way to work. So please continue entering tickets, tasks, and changes in Cherwell.
2. It seems like we are doing a great job with remote communication tools! While these are great for collaborating, resisting the urge to use these tools in place of Cherwell helps ensure that items don't get lost in inboxes, chats, other tools, or conversations with just one person. With Cherwell, information is available to all the teams who need it.
3. Articles enable self-help for the customer, and can detail specific steps for the front lines.  The easier it is to get the customer to a resolution, the more time is available to practitioners for other work. If you need assistance with publishing articles, please don't hesitate to check in with ITS@wpi.edu.
4. Congratulations on all of the changes made to enable D term  academics and continued administrative work! As the pace settles (hopefully), entering all of these as Change Requests helps record the work of our teams and updates by vendors. Some may be emergency, out-of-cycle, or simply informational, some will be normal, all are important! Updating/closing existing changes is important, too!
5. Participating in items #1-4 can allow you to worry a little less about staying connected to work 24/7. In this way Service Management can contribute to work/life balance as we navigate our remote journey!

For a conversation about providing service remotely, check out this article in HDI SupportWorld.

CAB via Zoom!

CAB is still taking place on Mondays at 11:00 am; we'd love to see you there!