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    HelpDesk - Review after Fam Session

    → Europe/Zurich
    5/R-026 (CERN)

    5/R-026

    CERN

    15
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    HelpDesk - Review after Fam Session
    Zoom Meeting ID
    69851949906
    Host
    Maria Fiascaris
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    Slides presented with feedback from surveys, plus remarks from project team. Main points:

    • Clear value in Case Management (missing today)
    • Advantages for ticketing system with respect to ServiceNow, but also several concerns and risks
      • integration with ServiceNow - this is critical 
      • need for a stable ticketing system when we go live with all other new systems
      •  

    Feedback from people in the room about advantages of HelpDesk:

    • user friendliness of HCM HelpDesk vs. ServiceNow, with ServiceNow not used by some services or DAO
    • ability to directly see information about person concerned

     

    Gyorgy provided additional comments from his notes (included in main slide deck) and statistics from ServiceNow (see dedicated slides).

     

    Decision

    Proposal approved

    • Limit scope of HCM Help Desk to Case Management: go live in Phase I with Case Managament
      • Bring to design workshops some use cases (eg. long term illness to see in more details the system capabilities)
      • Several HR legal processes to be considered for Case Management
    • Keep using ServiceNow for ticketing system for now
    • Later: could reconsider ticketing system later (after 2028, hence outside implementation contract with Oracle)
      • The option to consider this for Phase 2 or 3 was also discussed and disregarded, since it would have the same issues (timing of go-live and effort needed)

     

    Additional Actions:

    • Gyorgy's team to look into improving ServiceNow functionalities: eg. embedding link to HCM, task list, etc.
    • Maria to investigate with Oracle how FAQs can be provided in the system (without HelpDesk)
    • KB articles (and possibly) some ServiceNow forms will have to be updated once we go-live with the HCM

     

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