ITSM + PPM: Evolution in Higher Education IT Management (213777948)
IT SERVICE MANAGEMENT TRAINING...IT Service Management (ITSM) ITSM is defined as “the...
Transcript of IT SERVICE MANAGEMENT TRAINING...IT Service Management (ITSM) ITSM is defined as “the...
ITSERVICEMANAGEMENTTRAINING
WrightStateUniversity–Computing&TelecommunicationsServices
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TableofContents
ITServiceManagement(ITSM)...............................................................................................3
ITIL.........................................................................................................................................3BenefitsofITIL.................................................................................................................................3ITILLifecycles...................................................................................................................................3Processes.........................................................................................................................................4
IncidentManagement.........................................................................................................................4RequestFulfillment..............................................................................................................................4
CaTSIncidentManagement....................................................................................................5
CaTSRequestFulfillment........................................................................................................5
ServiceNow............................................................................................................................6Introduction.....................................................................................................................................6LoggingIn.........................................................................................................................................6GeneralNavigation..........................................................................................................................7
BannerFrame......................................................................................................................................7ApplicationNavigator..........................................................................................................................8ContentFrame...................................................................................................................................10
Calls...............................................................................................................................................13Incident..........................................................................................................................................13
CreateNew........................................................................................................................................14WorkingExistingIncidents................................................................................................................19IncidentNotesandAdditionalComments.........................................................................................21
Notestab.......................................................................................................................................................21RelatedRecords............................................................................................................................................25
ResolvinganIncident.........................................................................................................................26Requests/ServiceCatalog...............................................................................................................29
Requests,RequestedItems,andTasks..............................................................................................29AccessingtheServiceCatalog............................................................................................................30CreatingaRequest............................................................................................................................31Approvals...........................................................................................................................................37
FilteringandCustomizingListViews...............................................................................................38SavingFilters......................................................................................................................................40ViewingSavedFilters.........................................................................................................................40
CustomizedFieldListing.................................................................................................................41CreatingandViewingReports........................................................................................................42
Viewing..............................................................................................................................................42CreatingaNewReport......................................................................................................................44
PreparingtoGo-Live.......................................................................................................................45
Appendix...............................................................................................................................47AppendixA–ServiceLevelTargets:ResponseandResolution........................................................47
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ITServiceManagement(ITSM)ITSMisdefinedas“theimplementationandmanagementofqualityITservicesthatmeettheneedsofthebusiness”.1ITSMistheoverallsetofgovernance,policies,processesandproceduresthatsupportthelifecycleofallITservices–frominitialstrategyandplanning,toimplementation,operation,improvementandfinallyretirement.
ITILITIL,formerlyanacronymofInformationTechnologyInfrastructureLibrary,isanITSMframeworkusedtoprovideguidanceandbestpracticeforITorganizations.AccordingtoAxelos,thelicensorofITIL,ITIListhe“mostwidelyacceptedapproachtoITservicemanagementworldwide”.2ITILisusedinavarietyofindustriesandorganizationsofallsizes.TheITILframeworkwasinitiallypublishedinthelate-1980sandhassincegonethroughfourupdates,thelastofwhichwaspublishedin2011,knownasITIL2011Edition.BenefitsofITILAccordingtoAxelos,ITILissuccessfulandbeneficialtoallorganizationsfor3primaryreasons3:Vendor-neutral:ITILbestpracticescanbeappliedtoanyorganizationwithinanyindustry,anddoesnotrequireaparticulartechnologyplatform.ITILisownedbytheUKgovernment,sonocommercialentityholdsproprietaryintellectualpropertyonthebestpracticeswithinITIL.Non-prescriptive:ITILdoesnotprovideastep-by-stepprocesstomanageITservicesandprocesses.Thereisno“rightway”.Rather,ITILprovidesguidanceonhowtogoaboutdevelopingprocesses,andleavesittotheindividualorganizationtoadoptandadaptITILtofittheneedsoftheorganization.Bestpractice:ITILrepresentsthecombinedknowledgeandexperiencesofglobalorganizationsandITleadersoverthecourseofdecadesandhasbeenupdatedtoreflectchangingbusinesstrendsandtechnologicaladvancements.ITILLifecyclesITILincludes5lifecyclesthatprovideguidanceondifferentaspectsoftheservicelifecycle.Theyinclude:ServiceStrategy:focusesonunderstandingtheneedsofthebusiness,managingthedemandandfinancialaspectsofservicesneededbythebusiness.1Axelos.ITIL®ServiceOperation(CrownCopyright2011),152Axeloswebsite,https://www.axelos.com/3Axelos.ITIL®ServiceOperation(CrownCopyright,2011),9
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ServiceDesign:focusesontheactualdesignofITservicesasneededbythebusiness.Thisincludescoordinatingwiththebusinesstoensurethedesignmeetsthebusinessneeds,determiningthenecessaryavailabilityofservices(e.g.,24/7,8-5M-F,etc),expectedamountoftimetorespondtoandresolveoutages,andensuringthedesignedservicehasthecapacitytohandletheexpecteduseandavailabilityrequirements.ServiceTransition:focusesontransitioningaservicefromdesignintoproduction.Thisincludestestingandvalidation,changemanagementanddevelopingappropriateamountsofknowledgedocumentationtoprovidetostaffresponsibleforsupportingservicesinproduction.ServiceOperation:focusesontheactualoperationofproductionservices.Thisincludestheservicedeskbeingthefirstpointofcontactformanagingthelifecycleofincidentsandrequests,aswellasmanaginghigherlevelsoftechnicalsupportrequiredtosupportservices,includingoperationalfunctionsofadatacenter.ContinualServiceImprovement(CSI):focusesonensuringthatservicescontinuetooperateinaccordancetotheneedsofthebusiness,includingrespondingtochangingneedsofthebusiness.Astheneedsofthebusinesschange,itisfirstidentifiedinCSIatwhichpointthecyclerestartswithServiceStrategy.ProcessesWithinthe5ITILlifecycles,atotalof26ITILprocessesexist.Atthecurrenttime,CaTSisfocusingontwoprocesses:IncidentManagementandRequestFulfillment.IncidentManagementAnincidentis“anunplannedinterruptiontoanITserviceorreductioninthequalityofanITserviceorafailureofan[ITcomponent]thathasnotyetimpactedanITservices(forexamplefailureofonediskfromamirrorset)”4.IncidentManagementis“theprocessresponsibleformanagingthelifecycleofallincidents”5.RequestFulfillment6Aservicerequestistheactofauseraskingtobeprovidedwith,oraccesstoasupportedITservice.Servicerequestsaretypicallysmallchangesthatarelowrisk,frequentlyperformedandlowcost.Examplesofservicerequestsincludeinstallationofsoftwareontoauser’sworkstation,relocatingaworkstationtoanewoffice,resettingauser’sforgottenpassword,orsimplyrequestinginformation.Requestfulfillmentistheprocessresponsibleformanagingthelifecycleofallservicerequests.
4Axelos.ITIL®ServiceOperation(CrownCopyright2011),725Axelos.ITIL®ServiceOperation(CrownCopyright2011),726Axelos.ITIL®ServiceOperation(CrownCopyright2011),86
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CaTSIncidentManagementTheCaTSIncidentManagementprocesswasdevelopedoverthecourseofthefirst6monthsof2016bytheITSM/RF-IMProjectTeamledbyJonathanJacksonandcomprisedofacross-sectionofCaTSstaff.TheteamspentmanyhoursusingITILbestpracticetodeveloptheprocesstofittheneedsofboththeuniversityandCaTS.RefertotheCaTSIncidentManagementdocumentat:www.wright.edu/itsm
CaTSRequestFulfillmentTheCaTSRequestFulfillmentprocesswasdevelopedoverthecourseofthefirst6monthsof2016bytheITSM/RF-IMProjectTeamledbyJonathanJacksonandcomprisedofacross-sectionofCaTSstaff.TheteamspentmanyhoursusingITILbestpracticetodeveloptheprocesstofittheneedsofboththeuniversityandCaTS.RefertotheCaTSRequestFulfillmentdocumentat:www.wright.edu/itsm
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ServiceNowIntroductionServiceNowisasuiteofcloud-basedapplicationsforenterpriseITmanagement.ItisbuiltanddesignedaroundITILbestpractices.OrganizationsdeployServiceNowtocreateasinglesystemofrecordforenterpriseITandothersupportdepartments,loweroperationalcosts,andenhanceefficiency.
• Cloud-based–easilyaccessibleusinganysupportedwebbrowser• ModularapplicationssuchasIncidentManagement,ProblemManagementandChange
Managementproviderelationshipsbetweenworkperformedwithineachapplicationandcreatesarecordofworkperformed.
• Non-ITapplicationssuchasHR,Legal,Audit/ComplianceandFacilitiesLoggingInTologintoServiceNow,useoneofthefollowingURLs:
• Fortraining/testing:https://servicenow-test.wright.edu/• Forproduction:https://servicenow.wright.edu/(PleasedonotuseuntilGo-Liveon
August2nd)
ServiceNowutilizestheuniversity’sSingleSign-on(SSO)provider,PingIdentity.IfyouarealreadyloggedintothePingservice(e.g.,viatheWINGSportal)youshouldbedirecteddirectlyintotheServiceNowinstance.Ifyouaren’tloggedintothePingservice,youwillbedirectedtotheuniversity’sloginpage.Tologin,enteryourCampususernameandpassword.
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GeneralNavigationAfterlogginginyouwillbetakentotheServiceNowinstance
A–BannerFrameB–ApplicationNavigatorC–ContentFrameBannerFrameTheBannerFramerunsacrossthetopofeverypageandcontainstheWrightStateUniversitylogoandglobalnavigationcontrols.ClickingthelogowillreturnyoutoyourHomepage
A
B
C
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TheitemsontherightsideoftheBannerFrameinclude:
• UserMenu:Pulldownmenusthatcontainslinkstoviewyourprofileandlogout.
o Note:LogoutiscurrentlycontrolledbythePingIdPserviceandwillnotfunctionasexpectedunlessyouarealreadyloggedoutofPing(currentlyonlyfunctioningfromwithintheWINGSportal)
• GlobalSearch:Searchescontent,includingtickets.o Thisisoneoftheeasiestplacestotypeaticketnumbertofindanexistingticket.
• Help:Linkstohelpresourcescontainedwithintheinstance(currentlythedefaultdocumentation)aswellastraining/documentationprovidedbyServiceNowontheirdocs.servicenow.comwebsite
• Settings:Userinterface,themes,timeformat,timezonesettings,accessibilityfeatures.
ApplicationNavigator
Theapplicationnavigatorshowsyoutheapplicationsthatyoucurrentlyhaveaccesstouse.TheseincludeapplicationssuchasServiceDesk,Calls,Incident,ServiceCatalog,etc.Eachapplicationmenuiscollapsiblebyclickingontheapplicationtitle.Whentheapplicationisexpanded,youwillseetheavailablemodulesofthatparticularapplication.
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FilterNavigatorandFavoritesYoucanusetheFilternavigatortotypeanapplicationnameormodule.Asyoutype,thefilterwilldynamicallypresentapplicationsmatchingthesearchterm.ApplicationsormodulesthatyoumarkasafavoritewillappearwithintheFavoritesmenu.Youcanmarkanapplicationormoduleasa“Favorite”bymousingoverthemenuoptionandclickingintothestaricon.AsyoubeginusingtheContentFrameinthenextsection,theremaybetimesthatyouneedadditionalscreen“realestate”.Ifyoufindyourselfinthissituation,youcanminimizetheApplicationNavigatorbyclickingtheleft-pointingarrowinthelower-leftcorner.Doingthiswillshowsmalliconsrepresentingitemsthatyou’vemarkedasaFavorite.ClickingthearrowagainwillexpandtheApplicationNavigatortofullsize.
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ContentFrameTheContentFrameistheprimarylocationfordoingworkwithinServiceNow.WhenyoufirstlogintoServiceNowyouwillbeshownthedefaultHomepage.ThedefaultHomepagewillshowitemsconfiguredbytheServiceNowadministrators.
Dependingonyourrole,thedefaultHomepagemayappearslightlydifferent;ingeneral,thedefaultHomepagewillhavethefollowingsections:
• CurrentMajorIncidents:ascrollinglistofactiveincidentswithapriorityofeither1-Criticalor2-High(prioritizationdiscussedinalatersection)
• MyWork:alistofallwork(regardlessoftypeorapplication)thatisassigneddirectlytoyou.
• OpenCallsNotReferred:(HelpDeskstaffonly):listofcallsandemailssenttotheHelpDeskthathavenotyetbeensenttoIncidentManagementorRequestFulfillmentworkflows.
• MyGroups-AllWork:alistingofalloftheworkassignedtoeverymemberofyourassignmentgroups.Userswhoareamemberofmultiplegroupswillseeworkfromallgroups.
• MyGroupsUnassignedWork:alistofallofyourgroupsworkthatdoesnothaveanindividualassigned(thiswascalledthe“OpenQueue”inHEAT).Userswhoareamemberofmultipleassignmentgroupswillseeallgroups’unassignedwork.
ClickingontheNumberofanyoftheitemswithinthelistswilltakeyoutothatspecificticket.
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YoucanmakemodificationstoanyHomepage,atwhichpointthemodifiedpagewillberenamedtoinclude“My”infrontofthetitle.Asyoucanseebelow,thisuserhasmovedthe“CurrentMajorIncidents”gadgettoadifferentlocation,andthenameofthepagehaschangedto“MyITILHomepage–CaTS”.YoucanrenamethisHomepagebydoubleclickingthetitleandtypinganewname.
UserscanalsoaddnewcontenttotheirHomepagebyclickingthe“Addcontent”buttonintheupper-leftcorner.
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Atanypoint,youcanreturntoadefaultorcustomizedHomepage,byclickingintotheHomepagedrop-downmenuandselectingtheHomepageyouwanttoview.
Note:AsyouuseServiceNowandswitchbetweenHomepages,ServiceNowrememberstheHomepageyoulastused,andwillshowitasthedefaultonyournextlogin.Usethedrop-downmenutoreturntoapre-configuredorcustomizedHomepage.
TakeafewminutestofamiliarizeyourselfwiththegeneralnavigationofServiceNow
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CallsTheCallsapplicationwillbeprimarilyusedbytheHelpDesktotrackeachcallreceivedattheHelpDesk.ThiswillprovidethedepartmentwithmetricstobetterunderstandthetypesofcallsreceivedbytheHelpDeskandwhethertheyareIncidents,Requestsormoresimpletaskssuchasresettingauser’spassword,providingthemwithaccountinformation,ortransferringcallstoanotherdepartment.TheCallsapplicationwillalsobeusedtomanageincomingemailsenttohelpdesk@wright.edu.FromtheCallsapplication,HelpDeskstaffcantransferacalltoeitherIncidentorRequestworkflowsdependingonthecontentofthecallrecord.ThestaffoftheHelpDeskwillreceiveseparatetrainingtousetheCallapplication.IncidentRefertotheCaTSIncidentManagementProcessdocumentationfordetailsonhowCaTSwillmanageincidentworkflow.TheIncidentapplicationwillbeusedtotrackthelifecycleofallIncidents.ToaccesstheIncidentapplication,usetheApplicationNavigator.
TheIncidentapplicationshowsthefollowingmodules:• CreateNew:usedtocreate/loganewincident• Assignedtome:listofallopenincidentsassignedtoyou• Open:listofallincidentsthatarenotinaClosedstate• Open–Unassigned:listofallincidentsthatarenotassignedtoanindividualtechnician/analyst• Resolved:listofallincidentsintheResolvedstate• Closed:listofallincidentintheClosedstate• All:listofallincidentsregardlessofstate• Overview:showsaHomepageviewofgraphsandlistspertainingtoincidents.• CriticalIncidentsMap:amapviewwithlocationsidentifiedwithMajorIncidents.
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CreateNewClicktheCreateNewlinktoopenanewincidentrecord.Thetophalfoftheincidentrecordisshownbelow:
Youwillnoticeaseriesoffields.
• Fieldswitharedasterisk*denoterequiredfields.Youwillnotbeabletosubmitor
savetheincidentrecordifthesefieldsareblank• Fieldsfilledwithagraybackgroundareread-onlyfields.
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FieldDescriptionsFieldName DescriptionShortDescription Ashortdescriptionoftheincident.Thebestwaytoapproach
thisfieldistorelateittothesubjectlineofanemail–aconcisedescriptionoftheincident.Examples:“Usercan’tlogin”,“Workstationnotpoweringon”,“NetworkSwitchFailure”.
Number Theuniquenumberoftheincident.AllincidentswillbeginwiththelettersINC.Othertypesofrecords(e.g.,RequestsorCalls)willbeginwithadifferentsetofnumbers.Note:INCnumbersandnumbersforothertypesofrecordsareindependentlynumbered,soitispossiblefortheINCnumbertomatchaRequestnumber(e.g.,INC0000001andREQ0000001).Theletterscreatetheuniquenessandidentifythetypeofticket.
Caller Theuserreportingorisaffectedbytheincident.ThisfieldissearchablebyFirst+LastName,Username,UID,EmailAddress,LastName,andDepartment.Thisfieldisauto-searchable;asyoutype,suggesteduserrecordsarenarrowedasyoucomplete.
CallerNotFound UsediftheCallerisnotamemberoftheWSUcommunity.Ifthisboxischecked,additionalfieldswillappeartomanuallytypetheuser’sFirstName,LastName,E-MailAddress,andCurrentContactNumber
CurrentContactNumber Auto-populatesfromtheuserrecord.Thenumberauto-populatedistheuser’sphonenumberasitappearsinthepublicdirectory.Ifnonumberappearsinthedirectory,thefieldwillbeblankandwillneedtobemanuallypopulated.Thisfieldcanalsobeeditedintheeventtheuserrecorddoesnothavethecorrectnumberorisadifferentnumber(e.g.,maindepartmentnumberinsteadofuser’sactualnumber)
ContactMethod Theuser’smethodofcontacttoCaTS:E-Mail,Phone,Walk-in,orSelfService
Caller’sAlternateContact Analternatecontactmethodforuser.Thiscouldbea2ndphonenumber,alternateemailaddress,administrativeassistant,etc
User’sPreferredContact ThepreferredmethodtheuserwouldlikeCaTStousetomakecontactwiththemforthisincident.
Building\Room Thebuildingandroomoftheincident.Thismaydifferfromtheuser’suserrecord(e.g.,afacultymemberteachingina
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classroom).ThisdataispopulatedfromArchibus,theuniversity’ssystemofrecordforfacilities.LiketheCallerfield,thisfieldauto-searches.Locationsareintheformat:RoomXYYFloorXBuildingNameExample:Room031DFloor0DunbarLibrary
Locationnotfound UsedforlocationsnotfoundwithintheLocationtable.Archibusonlystoreslocationdataforbuildingsownedorleasedbytheuniversity.Ifthisboxischecked,anotherfield“Location”willappearthatthelocationinformationcanbeprovided.
LocationDetails Afieldtoprovideanyextrainformationabouttheuser’slocation.Examples:“3rdcubicleonleft”,or“Needtoobtainpassfromfrontdesk”
Category High-levelCategoryoftheincidentSubcategory DynamicfieldbasedonCategorytonarrowthecategorizationof
theincident.ConfigurationItem Aconfigurationitem(CI)isanycomponentthatanIT
organizationwantstotrack.Thiscouldbesoftware,enterpriseapplications,workstations,servers,networkequipment,HVACunits,UPS,generators,etc.ThisfieldisusedtoidentifytheCIexhibitingtheincident.Atthecurrenttimeenterpriseapplications(e.g.,WINGS,Pilot,Pharos,etc),WorkstationsinActiveDirectory(e.g.,P-001122334455)andprintersareloadedintotheCItable.
Description AlongerdescriptionoftheIncidentthatwasinitiallydescribedinShortDescription
State ThecurrentStateofanIncident.PossibleStatesinclude:• New–Anewincident• Referred–Referredtoagrouporindividualforwork• Work-in-progress–Incidentisactivelybeingworkedon• AwaitingCustomer–Analyst/technicianisawaiting
feedbackfromthecustomer• AwaitingVendor–Incidentisawaitinga3rdpartyvendor
inordertoresolve
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• AwaitingChange–(Notcurrentlyused)Incidentisawaitingachangetobeperformedinordertoberesolved
• AwaitingEvidence–Incidentisnotabletobereproducedandisawaitingfurtherdetailstoassistinresolution.
• Resolved–Incidenthasbeenresolvedandisawaitinguserconfirmation.
Openedby TheuseroranalystthatopenedtheincidentOpened Date/timetheincidentwasopenedAssignmentgroup Theassignmentgroupcurrentlyassignedtheincident.Usethis
fieldtoassigntoanothergroup.Assignedto Theindividualanalyst/technicianassignedtoworktheincident.
Impact Theimpactoftheincident,generallyareflectionofthenumberofusersaffectedbyanincident.
ImpactDetails Read-onlyfieldtoprovideadefinitionofImpactselections
Urgency Howcriticaltheaffectedserviceistothebusinessoftheuniversity.
UgencyDetails Read-onlyfieldtoprovideadefinitionofUrgencyselections
Priority Read-onlyfieldshowingthepriorityoftheincident,basedonthefollowingmatrix: Impact
Urgency 1–High 2–Medium 3–Low1–High 1–Critical 2–High 3–Medium2-Medium
2–High 3–Medium 4–Low
3-Low 3–Medium 4-Low 5-Planning
PriorityOverride Usedbyananalysttooverridethedefaultpriority,andwillallowthemtoselectaprioritytheydeemappropriate.Whenselectedafield“PriorityOverrideJustification”willappearrequiredtheanalysttoprovideareasonforusingtheoverride.AllpriorityoverrideswillbereviewedbyCaTSManagementtodeterminewhytheoverridewasselectedandwhetherthedefaultprioritymatrixisinsufficient.
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Asyounavigatetheincidentrecord,youwillnoticeiconsappearingtotherightofcertainfields.
ThemagnifyingglassiconindicatesthatthefieldisareferencetoanothertablewithintheServiceNowdatabase.Youcangenerallytypeintothesefieldsandyouwillbepresentedwithsuggestedrecordsbasedontheexistingtextinthefield.Alternatively,youcanclicktheicontopop-openanewwindowthatprovidesmoreadvancedsearchingandfilteringoptionstoselecttheappropriaterecord.
Theinformationiconappearsnexttoreferencefieldstoprovideyoutheoptiontoviewmoredetailedinformationaboutthatparticularrecord.Mousing-overtheiconwilldisplayanoverlaywindowwiththeinformation.Clickingtheiconwilltakeyoutothatparticularrecord.
TherelatedrecordsiconwillappearifthatparticularrecordhasotherrelatedIncidents.Forexample,ifthisiconappearsnexttotheCallerrecorditindicatesthattheCallerhassubmittedotherincidents.Clickingtheiconwillopenawindowdisplayingtheserelatedrecords.
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Onceyoucompleteallrequiredfields,therearetwowaystosavetheincident:
1. Right-clickintheIncidentheaderandselectSave.ThiswillsavetheIncidentandwillkeeptheincidentrecordopenonscreen.
2. Clickthe“Submit”button.ThiswillsavetheincidentandwillreturnyoutoalistingofopenIncidents.
ThissameSavevs.Submit/UpdatelogicappliestomanytypesofrecordsinServiceNowandwillbeutilizedinotherapplications.
WorkingExistingIncidentsOnceanincidentissaved,youcannavigatetotheincidentrecordbyoneofthefollowingways:
• LocatingtherecordinagaugeontheHomepage• LocatingtherecordviaanapplicationmodulewithintheApplicationNavigator• TypingtheincidentnumberintotheGlobalSearch
TakeafewminutestofamiliarizeyourselfwithcompletingthetopportionoftheIncidentrecordandsavinganIncident.
FeelfreetologmultipleIncidents,andassignthemto
individualsseatedaroundyou.
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Oncetheincidentrecordisopened,youwillseethesamescreenasyoudidwhenyoucreatedtheincident.Onceyoubegintoworkanincident,changetheStatetoWork-InProgress.
ItisalsoagoodideatochangetheAssignedtofieldtoyourname,ifitisn’talready.
OnceyouhavechangedtheStateoftheincident,youcaneitherSavetheincidentbyright-clickingintheIncidentheader,orclickUpdate.ThebehaviorofthesetwoactionsisthesameasitwaswhenyouinitiallycreatedanIncident:Savingwillkeeptheincidentrecordonscreen;clickingUpdatewilltakeyoutoalistofincidents.
Note:ChangingtheStatetoWork-InProgressdoestwoimportantthings:1. Let’stheHelpDeskanduser(viaSelf-Service)knowthatsomeoneisworkingtheincidentandtheincidentisn’tsittinginqueue.2. StopstheServiceLevelTargetforResponsetime(seetableinAppendixA)
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IncidentNotesandAdditionalCommentsWithanIncidentrecordopen,whenyouscrolldowntothesecondhalfofthescreen(belowtheDescriptionfield),youwillseeadditionaloptionswithintheIncidentrecord.IfyouhaveTabbedformsenabledwithinSettings(inBannerFrame),youwillseethreetabs;otherwisethefollowingcontentwillbelistedverticallyonscreen
• Notes:containsfieldsforAdditionalcomments,WorkNotes,Activitylogandwatchlists• RelatedRecords:containsinformationforotherrecordsthatarerelatedtotheincident.
ThisincludesParentincident(usedtolinkmultipleincidentsrecordstogether),andincidentscausedbyChanges(notyetused)
• ClosureInformation:containsfieldthatrequiredtoresolve/closeanincident
NotestabShowall/oneJournalFieldOntheNotestab,totherightoftheAdditionalcomments/WorknotesfieldisaboxallowingatechniciantoviewtheAdditionalcommentsandWorknotesfieldsaseithertwofields,orasinglefield.Togglethisoptionbackandforthtoseewhatchanges.
Whenthe“Showalljournalfields”isenabled,the“Additionalcomments”and“Worknotes”fieldsappearastwoseparatefields.
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Whenthe“Showonejournalfield”isactive,the“Additionalcomments”and“Worknotes”fieldappearsasasinglefieldwithacheckboxtoflagthecontentasa“Worknote”
AdditionalCommentsCommentsenteredintothe“AdditionalcommentsfieldwillbevisibletotheuserviaSelf-Service;andtheuserwillreceiveanemailwiththecontentoftheparticularcommentadded.Thisfieldwillbetheprimarymethodusedtocommunicatetotheuserviaemail
IftheuserrepliestotheemailreceivedviaAdditionalcomments,thecontentoftheiremailwillappearintheActivitystreambelowthenotefields.
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WorkNotesIfatechnicianwantstomakenotespertainingtoanIncident,butdoesnotfeeltheuserneedstobemadeawareofthenote,theycancreatea“Worknote”.TomakeaWorknote,simplytypeintotheWorknotesfield,orcheckthe“Worknotes”checkboxifviewingthefieldsasasinglefield.
ActivityStreamBeneaththeAdditionalcomments/Worknotesfieldistheactivitystreamfortheincident.Thisshowsallcomments,notesandotherapplicableactivityoftheincidentincludingchangesofpriority,incidentstate,andemailssentfromServiceNow.WatchlistThewatchlistisalistingofusersand/oremailaddressesthatwillreceiveAdditionalcommentsenteredintotheincidentrecord.Bydefault,theuserlistedintheCallerfieldwillreceivethesecomments.Theremaybecaseswhereatechnicianwantstoaddco-workerstotheWatchlist;oraHelpDeskAnalystaddingthemselvestotheWatchlistpriortoescalatingtheincidentto
Note:Ultimatelyit’suptoyouhowtoconfigureyourNotesfields;however,werecommendleavingthemastwofieldstoreducethechanceofaccidentallysendingtheuseraWorknote.
Note:AlthoughthecontentofWorknotesisnotreadilyvisibletotheuser,thecontententeredintothisfieldshouldbeconsideredapublicrecordthatcouldbeviewedbyastudentsubmittingaFERPArecordsrequest,oramemberofthegeneralpublicsubmittingapublicrecordsrequest.
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Tier2.ThisallowstheHelpDeskAnalystreceiveinformationpertainingtotheticket,whichmayassisttheminresolvingasimilarincidentinthefuture.ToaddyourselftotheWatchlist,clicktheAddmeicon.ToaddsomeoneelsetotheWatchlist,clickthe“EditWatchList”iconYoucannowusetheuserlookupfieldtoadduserstotheWatchList.
Oryoucanenteranemailaddress.ClicktheLockicontoexittheeditor.SavetheIncidentrecord.WorkNotesListTheWorkNotesListbehavesthesameastheWatchList,theonlyexceptionbeingthatindividualsaddedtothislistwillreceivecontentaddedasWorknotes.
TakeafewminutestofamiliarizeyourselfwithaccessexistingIncidentsandusingtheAdditionalcommentsandWorknotes
fields;andaddinguserstoWatchandWorknoteslists.
FeelfreetolognewIncidents,andassignthemtoindividualsseatedaroundyou.
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RelatedRecordsTherelatedrecordstabhasfieldstorelateanincidenttoaChangerecord(notcurrentlybeingused),ortoaparentincident.ParentIncidentTheparentincidentrelationshipcanbeusedwhennumerousincidentsarebeingcreatedforthesameissue(e.g.,awidespreadoutage).Oneincidentcanbedesignatedasthe“parent”incident;thenforeachadditional(e.g.,“child”)incidentcreated,itcanbelinkedtotheparentincident.WorknotesandAdditionalCommentsaddedtotheParentincidentwillbecopiedintoeachChildincident;socaremustbetakentoavoididentifiableinformationwhenaddingcommentstotheparentincident.Further,whenaparentincidentgetsmarkedas“Resolved”,eachchildincidentwillalsobeplacedintothe“Resolved”status,andapplicablenotificationswillbesenttotheuserofeachincident.
Takeafewminutestofamiliarizeyourselfparent/childincidents.1. CreateanIncident,makingnoteoftheINCnumber.
2. CreateanotherIncidentandmaketheIncidentinStep1theparent.
3. Createathirdincidentandalsorelateittotheoriginalincident.4. Addcommentsandworknotestotheparentincident.
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ResolvinganIncidentOnceyouarereadytoresolveanincident,clickthe“ResolveIncident”buttonfromwithintheIncidentheader.
Youwilllikelybepresentedwithawarningthattherearerequiredfieldsthathavenotbeencompleted.
Therequiredfieldsarelocatedonthe“ClosureInformation”tab,whichhasnowbeenindicatedwithanasterisk(*)
ClickingintotheClosureInformationtabwillshowfieldshighlightedinred
ClosecodeprovidesmetricsastohowtheIncidentwasresolvedasdetailedinthefollowingtable
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Closednotesprovidesdetailastothecauseofincident,taskstofindresolution,taskstoresolve,etc.ClosureCode MeaningSolved(Workaround) Incidentwasresolvedusingaworkaround.Aworkaround
providestheusertheabilitytocontinuetheirwork,butinaslightlydifferentway.Thiscouldbeusingadifferentwebbrowser,orhavingahardwaredevicetemporarilyreplacedwithaloaner.
Solved(Permanently) Incidentwasresolvedwithouttheuseofaworkaround.SolvedRemotely(WorkAround) Incidentwasresolvedremotely(eitherviaphone,email,or
Bomgar)usingaworkaround.SolvedRemotely(Permanent) Incidentwasresolvedremotelywithouttheuseofawork
around.NotSolved(NotReproducible) Reportedissueisnolongerappearingandisnotabletobe
reproduced.NotSolved(TooCostly) Incidentwasnotresolvedduetocost.Anexamplecouldbean
out-of-warrantyrepairisneeded;however,thedepartmentchoosesnottospendthemoneytofix.
NotSolved(NotaSupportedApplication/Service)
ReportedincidentwasforanapplicationorservicethatisnotsupportedbyCaTS(e.g.,Gmailloginissues,PokemonGoconnectivity,etc)
Closed/ResolvedbyCaller Caller/userfoundtheirownsolution.UsersareabletoresolvetheirownIncidentsviaself-service.
OtherFields:ClosureCI:IftheCIcausingtheIncidentdiffersfromtheonelistedatthetopoftheincidentrecord,itcanbeaddedhere.Closedby:TechnicianthatclosedtheIncident–thiswillbeauto-populatedClosed:Data/timeincidentwasclosed–thiswillbeauto-populatedOnceyouhaveenteredaClosecodeandClosenotes,clickthe“ResolveIncident”buttontoresolvetheIncident.
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YouwillbedirectedtoalistingofallactiveIncidents,andwillreceiveanotificationthattheIncidenthasbeenresolved.
TakeafewminutestoresolvesomeoftheIncidentsyou’vecreated.
Feelfreetocreateadditionalincidentstoresolve.
Feelfreetoassignnewincidentstothoseseatedaroundyouforpracticingworkingwithincidentsassignedbyothers.
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Requests/ServiceCatalogServiceNoworganizesServiceRequestsintothe“ServiceCatalog”application.Aservicecatalog,withintheITILframeworkis,“allliveITservices,includingthoseavailablefordeployment”7.Oneoftheeasiestwaystothinkaboutaservicecatalogisamenuofservices,itlistseachservice,cost(ifapplicable),expectedavailability(24/7vs.8-5),responseandresolutiontimesforincidents,etc.Eventually,CaTSwillformallyidentifyeveryserviceofferedbythedepartmentandbuildthemintotheServiceCatalog;however,forourinitialdeploymenttheservicecatalogwillbesparselypopulatedwiththeintentiontogrow.Requests,RequestedItems,andTasksServiceNoworganizesindividualservicerequestsintothreetiersofrecords.AtthehighestlevelisaRequest–identifiedasanREQnumberinthesystem.TheeasiestwaytothinkaboutaRequestrecordistothinkofitasanorderwithinane-commercesystem(e.g.,Amazon).WithinaRequest,multipleRequestedItemsmaybeadded.ARequestedItemisidentifiedinServiceNowwithanRITMnumber.TheRITMistheactualitem,orservicebeingrequested.Finally,atthelowestlevel,eachRITMrecordmayhavemultipleTaskrecords.TheseareidentifiedbyaTASKnumberandrepresentliteraltasksthatmustbecompletedinordertofulfilltheoverallrequest.Taskscanbecreateautomaticallyviapre-designedworkflowsbasedonactualbusinessprocesses,orcanbecreatedmanuallyasneededforaparticularrequest.ArepresentationoftherelationshipbetweenRequests,RequestItemsandTasksisshowninthetableonthenextpage.
7Axelos.ITIL®ServiceOperation(CrownCopyright2011),24
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Request RequestItem TaskNewWorkstationSetup SetupWorkstation ConfigureWorkstation AssignIPAddress SetupPrinterXYZ InstallPrinterSoftware InstallAdobeSoftware InstallsoftwareNewEmployeeAccount AD/LDAPAccount ProvisionAccount BannerAdminAcct SupervisorApproval DataOwnerApproval ProvisionAccountAccessingtheServiceCatalog
Fromthe“ServiceCatalog”application,clickon“Catalogs”.Thiswillshowyoualistingofallcatalogsconfigured.AsmoredepartmentsuseServiceNow(e.g.,HR,Facilities)therewillbemultiplecatalogswhichdefineeachdepartment’sservices.
TheCaTSServiceCatalogappearsasalink,clickonittoseeServiceRequeststhatarecurrentlyavailable.
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CreatingaRequestClickintothe“GeneralRequest”withinthetop“HowCanWeHelpYou”section.TheGeneralRequestwillbetherequestwewilluseformostrequestsuntilwecandevelopmorerequestworkflows.YouwillnoticefieldverysimilartothoseseenonIncident:ShortDescription:ashortdescriptionoftherequestRequestedFor:theuserrequestingtheservice
DateRequired:theuseroranalystcanenteradatethattheuserwouldliketherequesttobecompletedUrgency:howquicklytheuserwouldliketherequestfulfilledDescription:longerfieldtoprovidemoredetaileddescriptionoftherequest.
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Oncethedetailsoftherequestareentered,clickthe“OrderNow”button.Youarenowtakentothestatuspagefortheparticularrequest.YouwillnoticethataRequestNumberhasbeencreated.
YouwillalsonoticetheStageinwhichtherequestiscurrentlyin.Thisprovidestheuseranideaofwheretherequestisinprocess.Mousing-overtheseiconswillshowsomedetailofthestage.Also,youcanclickthearrownexttothestageiconstoseeafullerdescriptionofthestages.TheitemlistedintheDescriptionistheRequestedItem,clickintothistoseemoredetail.
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Youwillseeanumberoffields:Number TheRequestItemnumber,noticethisnumberbeginswithRITMItem WhichServiceCatalogItemisusedtoprocessthisrequestRequest TheRequestnumber(REQ)thatthisRITMisapartofRequestedfor TheuserthisrequestisforOpenedby Theuserthatopenedtherequest–notethismaybethesameas
RequestedforiftheuserusedtheSelfServiceportalWatchList JustlikeIncidents,aWatchListisusedtosendcommunicationof
therequesttomultipleindividualsState ThecurrentStateoftheRequest.Approval Ifanapprovalisnecessary,whatstatetheapprovalisinStage WhatstageoftherequestworkflowthecurrentItemisinOpened DateandtimetheRequestwasopenedDuedate ThedaterequiredthatwasenteredbytheuserBelowthedefaultRITMfields,youwillthenseeVariablesthatwereenteredforthisparticularRITM.
Note:DependingontheServiceCatalogItem,thevariableswillbedifferentduetothenecessarydataneededinordertoprocesstherequest.
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Belowthevariables,youwillseethe“AdditionalComments”field.JustlikeIncidents,textenteredintothisfieldwillbevisibletotheuserandwillbesentviaemailuponsubmission.
Scrollingfurtherwilltakeyoutothe“CatalogTasks”and“Approvers”sections.TheCatalogTaskswillshowyoualltaskscurrentlyactiveforthisparticularRITM.You’llnoticeinourexample,thereisaTaskcurrentlyassignedtotheHelpDesktoreviewtherequesttoensureitisavalidrequestandhasappropriateamountofinformation.ClickintotheTASKrecord
Withinthetaskrecord,similartotheRITMrecord,youwillseeoveralldetailsoftherequestandrequestitem.AlongtherightcolumnyouwillseeAssignmentgroupandAssignedtofields.Sinceyouaretheanalystworkingthisparticulartask,selectyourassignmentgroupandname.
ScrollingdowntheTASKrecordwillshowyouthevariablesthatwereenteredintotheRITMalongwiththeShortDescriptionandDescriptionfields.
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YouwillalsonoticetheWorkNotesandAdditionalCommentsfields.
Onceyou’vecompletedyourworkonthisTASK,youcanclickthe“CloseTask”button.
ThesystemwillnowreturnyoutotheRITMrecord.Recall,theTASKwejustcompletedwastheHelpDesk’stasktoensuretheappropriateamountofdetailwascapturedintheRequest.Becausewe’reusingagenericrequest,wearen’tabletocollectspecificdatafromtheuseratthetimeofsubmission.ScrolldowntheRITMrecord,andwe’llseethatanewTASKhasbeencreatedtoFulfilltherequest.
Atthispoint,theHelpDeskwillchangetheAssignmentgrouptotheappropriategrouptofulfilltheRequest.TochangetheAssignmentgroup,clickintotheTASKrecordandchangetheAssignmentgroup.
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Forthisexample,I’mgoingtoselectDesktopServicesandthenUpdatetherecord.
ThemembersoftheDesktopServicesgroupwillnowreceiveanemailinformingthemthataTaskhasbeenassignedtotheirgroup.
ClickintothenewestTaskrecord.We’llassumewe’vedonethenecessaryworktocompletethistask,sowe’llnowclickthe“CloseTask”button.YouwillnoticethatafinalTaskhasbeencreatedtoconfirmwiththeuserthattherequesthasbeenfulfilledtotheirsatisfaction.We’llassumethisisthecaseandwe’llclosethistask.OnceallTaskshavebeensuccessfullycompleted,youwillnoticethattheStateoftheRITMchangesto“CloseComplete”.
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ApprovalsSomerequestworkflowsrequiresomeonetoapprovetherequestinordertoproceedwithfulfillment.Thiscouldbethemanageroftheusermakingtherequest,abusinessmanagerapprovingfunding,ortheownerofdataforwhichaccessisbeingrequested.Dependingonhowtheworkflowisdesigned,itispossiblethatcertaintaskstofulfillarequestwon’tbeaddedtotheRITMrecorduntilapprovalshavebeengranted.AsanalystsinServiceNow,wecanseeifarequestisawaitingapprovalandfromwhom.Thisappearsonthe“Approvers”tabofaRITMrecord.
ItisalsopossiblethatmultipleapproversarerequiredforaRITM.Dependingontheworkflowdesign,itispossiblethatsomeapprovalswon’tbecreateduntilapreliminaryapprovalisgranted.
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FilteringandCustomizingListViewsWhenviewingalistofrecords,ServiceNowprovideseasyfilteringoptionstonarrowthescopeofthedatayouwanttoseebyusingtheFilteringfeature.NavigatetotheIncidentapplicationandselectOpentoviewalistingofallopenincidents.BetweentheIncidentheaderandthelistingofincidents,youwillseetheFilteringicon,clickit.
TakeafewminutestocreateServiceRequestsfromtheServiceCatalog.
FeelfreetocreatemultipleGeneralRequestsandassignthemto
thoseseatednearyou.
Ifyoucreatearequestthatneedsanapproval,pleaseletyourinstructorknowandtheywillapproveorrejecttherequest.
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Youwillnowseethefilteringoptions.Bydefaultthefilterissetto“Activeistrue”.Toaddadditionalcriteriatothefilter,selecteitherthe“AND”or“OR”Booleanoperator.AND–willshowrecordsthatmatchallsetsofcriteriaOR–willshowrecordsthatmatcheithersetsofcriteria.OnceyouselectaBooleanoperator,anadditionalfilteringoptionwillappearallowingyoutoselectafieldfromtheIncidenttable.SelectOpenedLeavethesecondfieldsetto“On”.Inthethirdfield,select“ThisMonth”.Click“Run”.YouwillnoticethatthelistofIncidentschangestoonlyshowIncidentsthatwereopenedthismonth.
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SavingFiltersIfyoufindyourselfre-usingthesamefiltersover-and-overagain,youcansavethem.Withafilteron-screenthatyouwanttosave,clickthe“Save…”button.
Provideanametosavethefilteras,andclickSave.
ViewingSavedFiltersToviewafilteryou’vepreviouslysaved,clickintotheTitleMenu
Select“Filters”,thenthefilteryouwishtoview.
Takeafewminutestofamiliarizeyourselfwithcreatingfilters.
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CustomizedFieldListingRecall,intheprevioussectionwecreatedafilterbythedateanIncidentwasOpened.Mostlikely,youdidnotseetheOpeneddateinthelistingofIncidents.Toeditthefieldsvisibletoyouinalist,clickthePersonalizedListgear
Youwillbepresentedwithalistingofavailablefieldstodisplayonyourlistview.Usingthelistarrows,youcanaddandremovethefieldsyouwanttoseeonthislist.Toresetthefieldsbacktothesystemdefaults,clickthe“Resettocolumndefaults”
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CreatingandViewingReportsViewingReportsarelocatedwithintheReportsapplication.Toviewanexistingreportyou’vecreated,oronethatwascreatedgloballyandshared,clickintothe“View/Run”module.Reportsareorganizedinto4categories:MyReports–reportsyou’vecreatedGroup–reportssharedwithgroupsofwhichyouareamemberGlobal–reportssharedglobally
Selectingareportwillpresentittoyouonscreen
Takeafewminutestofamiliarizeyourselfwithcustomizingviews
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YoucanmodifyanexistingreportbyexpandingtheEditmenu
Youcansaveyoureditsasyourownreport,byclickingthedrop-downmenuontheSavebutton.
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CreatingaNewReportTocreateanewreportfromscratch,clickthe“CreateNew”modulewithintheReportsapplication.
Youwillbepresentedwiththereporteditor.Youcangiveyourreportaname
Next,youcanselectthetableyou’dliketoreporton;andselectthefieldsyou’dliketoseeonyourreport.Commonlyusedtablesare:Incident,Task,Request,&RequestItemInthe“Type”menu,youcanselectifyou’dlikeyourreporttoshowalistingofrecords,oravisualgraphsuchas:piecharts,bargraphs,etc.YoucanaddFilterconditionswithinthe“AddFilterCondition”button.
CreateaListingreportshowingIncidentsclosedbyJonathanJackson
ChangeyourreporttoaPieChart,groupedbyCategory
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Ifyousaveyourreport,youcanaddittooneofyourHomepagesbyselecting“AddtoDashboard”inthesavedrop-downmenu.
YouwillbepresentedwithascreentoaddthereporttoaHomepageinwhichyouhaveaccesstoedit.
PreparingtoGo-Live• WearenotperformingadatamigrationfromHEATtoServiceNow.• OnAugust2,wewilldisabletheabilitytocreatenewticketsinHEAT;however,youwillstill
haveaccesstoupdatetickets.• PleasetrytohaveasmanyticketsaspossibleclosedinHEATpriortoAugust2.• ForticketsloggedinHEATthatmaypersistlongerthanafewdays/weeks,pleasemanually
copyintoServiceNow.IntheHEATticket,makenoteoftheServiceNowINC/REQnumber.o DonotClosetheHEATticket,changethestatusto“Pending”.(Topreventsurvey
emailsfromsending)o ManagementwillreviewHEATticketstoensureclosureortransfer.
• Oncewego-live,asyouuseServiceNowandfindissuesorhaveenhancementrequests,pleaseusethe“ServiceNowEnhancementandDefectReporting”itemsintheServiceCatalog.
• FeelfreetoreachouttoJonathanJackson,MichaelRauchorJojoRikewithanyquestions,concernsorforone-on-onetraining.
Takeafewmomentstocreate,viewandeditreports.
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Questions?
Self-pacedtesting/training.
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AppendixAppendixA–ServiceLevelTargets:ResponseandResolution
DefaultServiceLevelTargets(SLTs)*(Goalofallprioritiesistoachieveresponseandresolutiontime95%)
Priority Response Resolution1-Critical 30continuousminutes 4continuoushours2-High 90continuousminutes 1continuousday3-Moderate 1businessday 3businessdays4-Low 2businessdays 5businessdays5-Planning 2businessdays 5businessdays
IndividualClassroomIncidentServiceLevelTargets(SLTs)*(Goalofallprioritiesistoachieveresponseandresolutiontime95%)
Priority Response Resolution3-Moderate 10businessminutes 30businessminutes4-Low 60businessminutes 8businesshours5–Planning 4businesshours 8businesshours
IndividualWorkstationVirus/MalwareIncidentServiceLevelTargets(SLTs)*
(Goalofallprioritiesistoachieveresponseandresolutiontime95%)Priority Response Resolution3-Moderate 9businesshours(1businessday) 3businessdays4-Low 13.5businesshours(1½businessdays) 3businessdays5-Planning 2businessdays 5businessdaysDuetothepresenceofsensitivedata,Virus/MalwareIncidentsinthefollowingdepartmentswillautomaticallyreceiveapriorityof3,andNetworkingServiceswillbenotifiedimmediatelytoturnoffnetworkconnectivitytotheaffectedworkstation:BusinessandFinance,HumanResources,Payroll.