service management team outlook 1. new light user interface for incidents and for requests deployed...
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Outlook1. New light User Interface for incidents and for Requests
• Deployed in Production on 18/06/2013: Review all fields included in the layouts Ensure a generic use of the ticket layout without excluding special fields
used by several groups Ease the navigation Review of the request process Ensure all processes implemented and agreements with users are
respected
2. Calendar functionality for best effort and piquet• Deployed in Production on 18/06/2013:
Embed a fast, generic and user-friendly calendar infrastructure accessible from the common ticketing system of ServiceNow
New Features in ServiceNow05/07/2013
New Features in ServiceNow 5
Current layout: the default view
05/07/2013
• Many specific groups information visible for all supporters
• Ticket information mixed with communications
• New implementations requiring extra fields that forces a reordering of the current layout
New Features in ServiceNow 6
Getting Started: accessing the new UI• Accessible from a specific view called: “Tabs view” • Available from the ServiceNow tool:
• https://cern.service-now.com
05/07/2013
• Open any existing incident• Right click the top bar or
hover over the arrow• View Tabs view
• Same operation for requests
• Old view = “Default view”
New Features in ServiceNow 7
Getting started: a look at the new layout
05/07/2013
1. Basic variable zone
2. Tabs area and specific variables
3. Buttons & links
Fundamental ticket information maintained in the fixed layout
Related information grouped in tabs
Related links maintained at the end of the ticket as before
New Features in ServiceNow 8
1. Basic variable zone: fields layout
05/07/2013
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1. Who: caller2. From: SE, FE, assignment group and supporter3. What: Location, short description and description
4. Ticket number, SLA due5. Updated (when) and by (role)6. Visibility and status
Field displayed if related child tickets 0
New Features in ServiceNow 9
2. Tabs area including specific variables
05/07/2013
• Default tab: Caller communication• Dynamic tab: Record Producer Displayed only if the ticket is
created from a Record Producer
Common tabs layout available at all tickets to group specific variables
New Features in ServiceNow 10
The tabs (1): Record Producer (RP)
05/07/2013
• If the ticket is created from a RP the (specific) associated variables are included in a separated tab• Variables copied back into standard ticket variables are NOT displayed
New Features in ServiceNow 11
The tabs (2): caller communication
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• Communications commonly received/managed by the caller• Notification tick box• Watch list• Messages to and from the caller
New Features in ServiceNow 12
The tabs (2): caller communication (cont.)
05/07/2013
Field displayed when Caller = Guest
If “related child incidents” is displayed
New Features in ServiceNow 13
The tabs (3): internal communication
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• Summary of the work notes• “Remarks” field: free (reportable) text
• Requested for ITCM and available for all tickets• Same meaning as for “Change Management” process: mark the ticket
New Features in ServiceNow 14
The tabs (4): related tickets
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• Master ticket reference• Conversion from and to• Children list if child ticket field
New Features in ServiceNow 15
The tabs (4): related tickets (cont.)
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• For ITCM tickets• Associated vendor tickets• Associated Event ticket
New Features in ServiceNow 16
The tabs (5): Log
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• Questions (if any) Created from a RP• Report Type• Number of items• Time work records and registration
New Features in ServiceNow 17
The tabs (6): CI and Third Party
05/07/2013
• Third party for INFOR• Configuration item
and CI list displayed if exists
• Specific case for GGUS: number and GGUS URL
New Features in ServiceNow 18
The tabs (6): CI and Third Party: ITCM
05/07/2013
• Main CI• List of associated CIs list displayed if CI available
New Features in ServiceNow 19
The tabs (7): SLA
05/07/2013
• Impact & Urgency (editable)• Priority (result)• Service Offering
• Schedule and SLA parameters for the defined SE in the ticket
New Features in ServiceNow 20
The tabs (8):Activity
05/07/2013
• Activity log in chronological order• Filters editable below
New Features in ServiceNow 22
Requests layout• Identical to Incidents• Reduced workflow
• “Go to fulfillment” step has been eliminated• Tickets going through the old workflow still have both: “Go to
fulfillment” step AND the workflow stage bar
• Specific Request variables inserted in the corresponding tabs• Additional tab: “Approvals”
05/07/2013
New Features in ServiceNow 23
The tabs (7): SLA
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• Delivery field for requests• As soon as possible Default value• Fixed Date and time mandatory• Flexible Start Date&time + end Date&time mandatory
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The tabs (9): Approvals
05/07/2013 New Features in ServiceNow
• Approval type (anyone/everyone)• Approval records
Outlook• The Best effort and Piquet Calendars are available for all ITIL
users (supporters) from the ServiceNow tool• Supporters can declare their availability on an individual basis• No synchronization with EDH nor effect on the ticket workflow
• No tickets assignment based on the calendars information
1st: User
2nd: Calendars type
3rd: Functional Elements
Best Effort Piquet
FE(s)
FE(s)
Granularity levels of calendars definition
05/07/2013 New Features in ServiceNow 26
Getting started: Navigation Panel
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1. Application called: “Best effort and Piquet” reachable from the left hand main menu of the tool
2. Access to the calendars module
3. Access to the list of all calendars declared for the log-in person
05/07/2013 New Features in ServiceNow 27
Creating a new calendar: Intro
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1. Access to the calendars module
2. List of all calendars already defined for the log-in person
3. Creation of new calendars
4. Tick boxes associated to each calendar for selection purposes
5. List of actions associated to the selected calendars in action 4:– Delete log-in person can delete own selected calendars
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05/07/2013 New Features in ServiceNow 28
Creating a new calendar: Fields
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1. Calendar type: Best Effort (default value) or Piquet 2nd level
2. Declaration of FEs for the current calendar 3rd level
3. The user allows the usage of the mobile phone– Tick box selected in default of the CERN phone exists– If there is no CERN mobile phone OR the user unselects it, the field “Phone” becomes
mandatory
4. Phone field (Mandatory). At least one phone number has to be included
5. Personal phone. Visualization restricted to: CC operators and department leader
6. Free description field
(05/07/2013 New Features in ServiceNow 29
Calendar owner
FE selection and periods display
• Several FEs can be selected per calendar assuming the same availability• Creation of multiple calendars for the same FE and for the same calendar type is not allowed
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1. The padlock icon close to the Functional Element field displays this menu
2. The magnifier gives access to the list of FEs the supporter belongs to as supporter and/or FE manager
3. Once the calendar has been saved the periods are displayed for selection purposes
Declaring availability periods
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1. Date and time to which the schedule entry applies. If the schedule entry applies to a full 24-hour day, select the All day check box. – Several periods can be defined for the same calendar in order to cover different schedules
during the same day
2. Repetition interval for the schedule entry, if any
05/07/2013 New Features in ServiceNow 31
Out-of-the-box variables
Calendars visualization
Once the periods have been declared, the full calendar can be displayed clicking on the “Show Calendar” link available from the calendar form
05/07/2013 New Features in ServiceNow 32
Calendars visualization (cont.)
• Modification of the calendar from this view available• Use the mouse to select a specific period and declare new
schedules• Click on a certain existing schedule to move it across the
existing calendar
05/07/2013 New Features in ServiceNow 33
Accessing all existing calendars• Application of filters based on:
1. Calendars type: Best effort, piquet, ALL
2. Functional Element of the login person
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05/07/2013 New Features in ServiceNow 34