yale incident v1servicenow supports all current web browsers, including internet explorer, mozilla...
TRANSCRIPT
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Table of Contents
Introduction to ServiceNow ..................................................... 4 What is ServiceNow? ...................................................................... 4 What is SaaS? ................................................................................. 4 What is PaaS? ................................................................................. 4 What browsers are supported ........................................................ 4 Logging in to ServiceNow ............................................................... 4 Homepage ...................................................................................... 4 Editing Homepage Content ............................................................. 6 Left-Hand Navigation Toolbar ......................................................... 7 ServiceNow Header ........................................................................ 9 UI ................................................................................................... 9 Editing Lists .................................................................................. 10
Column Sorting ............................................................................ 10 Personalized Lists ......................................................................... 10 Customized Filters ........................................................................ 12
Incident Process ..................................................................... 13 High-Level Process ....................................................................... 13 RACI Chart ................................................................................... 14 Main Roles .................................................................................... 15
Service Desk Analyst .................................................................... 15 Service Desk Queue Manager ......................................................... 15
ServiceNow Roles ......................................................................... 16 Policies ......................................................................................... 16 Process Procedures ...................................................................... 17
1.0 Incident Logging ..................................................................... 17 2.0 Incident Categorization ............................................................ 18 3.0 Incident Prioritization .............................................................. 19 4.0 Incident Diagnosis .................................................................. 20 5.0 Functional Escalation ............................................................... 21 6.0 Investigation and Diagnosis ...................................................... 22 7.0 Resolution and Recovery .......................................................... 23 8.0 Incident Closure ..................................................................... 24 9.0 Major Incident Process ............................................................ 25
Incidents ................................................................................ 26 Creating New Incidents ................................................................ 26 New Call ....................................................................................... 26 Field Basics .................................................................................. 27 Incident Form ............................................................................... 27 Incident States ............................................................................. 29 Field Definitions ........................................................................... 30 Tabs ............................................................................................. 32
Notes Tab ................................................................................... 32 Related Records ........................................................................... 33 Resolve Information ..................................................................... 34 QA ............................................................................................. 34
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Security ...................................................................................... 35 Affected CIs ................................................................................ 35 Child Incidents ............................................................................. 37 Task SLAs ................................................................................... 37 Time Worked ............................................................................... 37 Metrics ....................................................................................... 38
Attachments ................................................................................. 39 Viewing Client History .................................................................. 39 Saving Incidents ........................................................................... 40 Assignment Group and Assigned To ............................................. 40 Assign to me button ..................................................................... 42 Clone Incident Button ................................................................... 43 Creating Templates ...................................................................... 43 Resolve Incident ........................................................................... 44 Notifications ................................................................................. 44
Service Desk Queue Management ........................................... 46 Homepage .................................................................................... 46 Incident Application ..................................................................... 46
Incident Overview ........................................................................ 47
Requests ................................................................................ 47 Creating New Requests ................................................................ 49
New Call Screen ........................................................................... 49 Service Catalog ............................................................................ 50
Generic Request ........................................................................... 50 Request Basics ............................................................................. 52
Colors ......................................................................................... 52 Order Now vs. Add to Cart ............................................................. 52 Order Summary Screen: ............................................................... 52 Checking Status ........................................................................... 53
Working Requests ........................................................................ 54 Finding Work ............................................................................... 54 Approvals for Items ...................................................................... 54 Approvals on Tasks ...................................................................... 55 Updates ...................................................................................... 55 Tasks ......................................................................................... 56 Service Catalog Lists ..................................................................... 56
Service Desk ........................................................................... 58 Callers .......................................................................................... 59 Incidents ...................................................................................... 59 Knowledge ................................................................................... 59 My Work ....................................................................................... 60 My Groups Work ........................................................................... 60 My approvals ................................................................................ 60 My Work (SLA’s) ........................................................................... 61 My Groups Work (SLA’s) ............................................................... 61
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Introduction to ServiceNow
What is ServiceNow? Service Now is a suite of cloud-based services for enterprise IT management. It is built and designed around ITIL principles.
What is SaaS? Software as a Service, sometimes referred to as “on-demand software”, is a software delivery model where software and any data associated with it are hosted off-site, typically over the internet. ServiceNow hosts all software and data centrally at the ServiceNow server farms and are accessed via the internet on a web browser. VPN is not needed to access Service Now.
What is PaaS? Platform as a Service is the delivery of a computing platform and solution Stack as a service. This means that users need only to buy the service, but do not have to worry about maintaining the underlying hardware and software.
What browsers are supported ServiceNow supports all current web browsers, including Internet Explorer, Mozilla Firefox, Google Chrome, Safari, and Opera. The only web browser that has had any reported issues is IE6, which is a far-outdated version of Internet Explorer.
Logging in to ServiceNow Assuming users are logged into Yale’s network, they will be automatically logged in to ServiceNow. To access Yale’s ServiceNow website, simply go to: yaleproduction.service-now.com in the web browser if your choice. The user will be automatically logged in by the Yale’s Active Directory system
Homepage When Logged in, users will be presented with the ITIL Homepage.
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Main Roles
Service Desk Analyst The service desk analyst has these 5 main functions:
- Log incidents - Provide initial diagnosis - Resolve incidents at first point of contact if possible - Escalate incidents - Own non-major incidents
In the incident process, they are responsible for the following process steps: 1.0 Incident Logging 2.0 Incident Categorization 3.0 Incident Prioritization 4.0 Initial Diagnosis 5.0 Functional Escalation 7.0 Resolution and Recovery 8.0 Incident Closure They are consulted in the following process steps: Process Maturity and Evolution
Service Desk Queue Manager The service desk queue manager has these main functions:
- Assigns incidents to individual Tier 2+ Analysts in the functional group - Monitors and manages support resolution performance - May directly manage (reporting manager) the day to day activities of Tier 2+
analysts outside of process activities In the incident process, they are responsible for the following process steps: 9.0 Major Incident Process Process Maturity and Evolution
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1.0 Incident Logging C R A R
2.0 Incident Categorization C R A R
3.0 Incident Prioritization C R A, C, I C
4.0 Initial Diagnosis R A, C, I R
5.0 Functional Escalation R A, C
6.0 Investigation & Diagnosis A R
7.0 Resolution & Recovery I R A R
8.0 Incident Closure C R R A R
9.0 Major Incident Process A R R R
Process Maturity and Evolution C, I C R R C R C A
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They are accountable for the following process steps: 6.0 Investigation and Diagnosis
ServiceNow Roles Within ServiceNow, there are two main roles, ITIL and Reporting. The ITIL Role gives users access to the processes within ServiceNow. It will allow them to create tickets and send them through the entire process. The reporting role will allow users to create reports. This will be essential in the final step of the process, Process Maturity and Evolution. Describe the two main roles: Include what tasks do they perform in the process How do the RACI roles collapse into the two roles in SN? Service Desk Analyst Service Desk Queue Manager
Policies Policies help define and ensure the Incident Management process achieves its objective and adheres to the defined process.
Policy Statement
Incident reporting must go through the Service Desk, providing Users with a single point of contact
All incidents must be logged, prioritized and solutions recorded in the Incident Management System
One standard Incident Management Process is defined and used to support all IT Service users
The Service Desk manages, tracks, escalates, closes and communicates status of all incident records and is responsible for all incident assignments
The Incident Management Process is the conduit of communication of any degradation of service, to the affected users and IT personnel
Closure of incidents is dependent on validating with the user that the incident has been resolved and service is restored
The Service Desk will own all incidents that they themselves log or that are assigned to them from a Tier 2 provider. Ownership will transfer to the Incident / Situation Manager for major incidents
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Once a major incident has been validated by the Service Desk, escalation and communication protocols for high‐priority incidents are initiated and managed by the Service Desk
Process Procedures
1.0 Incident Logging
Step Activities 1.1 Verify Issue Exists Take steps to validate or replicate the interruption.
Gather any data about the issue (screenshots, descriptions). Associate to any concurrent incident (e.g. major outage).
1.2 Update Incident Activity Log & Communicate Status
If the Caller is inquiring about status of an existing incident, provide the caller with status as available in the incident record and update the record indicating that the caller was inquiring and update with additional details if available.
1.3 Validate Caller / Customer Contact details and Update if Required
Complete caller data and ensure contact details are accurate and update if necessary.
1.4 Capture and Document Incident Details
Complete the short and long description, ensuring they are clear and can be understood by others. Collect incident symptoms.
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2.0 Incident Categorization
Step Activities
2.1 Identify Incident Type Capture the incident type based on the customer-reported symptoms.
2.2 Associate Configuration Items(s)
If a Configuration Management System (CMS) is present, associate the incident to the Configuration Item(s) (CI) diagnosed to have failed and are causing the incident. Note, IT Business and Provider Services may be captured as CI’s, if implemented.
If there is no CMS present, capture the device name or ID, and based on the primary failed device, capture the component categorization.
2.3 Complete Incident Categorization
Capture IT Business Service categorization, as defined by the customer. Based on the symptoms and incident diagnosis, capture the IT Provider Service categorization.
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3.0 Incident Prioritization
Step Activities
3.1 Prioritize Incident Select the impact and urgency of the Incident according to guidelines if it is not present. This will determine the priority. If priority-based service level monitoring is enabled, the selected priority to define the response and resolution time service level targets for the incident. If service-based monitoring is enabled, the selected priority will only define the response time service level targets for the incident. If the reported service does not have any restoration service level targets defined, a generic priority-based restoration service level target may be used.
3.2 Escalate Incident to Incident Manager / Situation Manager
Determine if this is a major incident. If so, the service desk agent will escalate to the incident manager accordingly.
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4.0 Incident Diagnosis
Step Activities
4.1 Perform Initial Diagnosis
Document all trouble-shooting steps within the incident record.
4.2 Search Knowledge Base, Known Error, Database and Change Schedule
Use initial diagnosis details to search the knowledge base for relevant knowledge. Also check the known error database to see if a workaround exists and the change schedule to see if this is issue could be related to a recently implemented change. Ensure the incident record is coded appropriately.
4.3 Acquire Additional Information
If additional information is required, contact the customer. If the customer cannot be reached, place the incident on hold.
4.4 Incident Resolution Possible?
If a resolution is possible, proceed to step 7.0 Resolution and Recovery. If resolution is not possible, the incident may need to be assigned to a functional group for resolution.
4.5 Recurring Incident? Determine if other incidents of the same nature have been experienced. If others exist and no root cause has been determined, this may be a good candidate for problem management.
4.6 Update Incident Details linking to Known Error, Knowledge Article, Change as required
Confirm that the incident record is updated and coded according to the diagnosis steps. Selection of a knowledge record may update (e.g. provider service, component category, urgency) incident categorization and details.
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5.0 Functional Escalation
Step Activities
5.1 Internal Provider? If assignment is necessary, determine if the functional group that is equipped to resolve the incident is an internal support group or an established external partner that has a support agreement and process established for incident resolution.
5.2 Dispatch to Vendor and Monitor Incident
If the functional group is an external group, ensure that the established incident process is followed.
5.3 Assign Incident to Functional Group
If the functional group is an internal group, determine the proper group for assignment and assign it to the Group.
5.4 Monitor Incident Optimally, the Service Desk owns the monitoring of incident to resolution and closure. Guidelines for ownership/monitoring include:
- Providing customers with desk contact info for updates
- Progress notifications originate from a desk monitored email account
- Incidents that have not been accepted within response time targets should be initially escalated to the assignment group manager, and ultimately to the Incident Manager if required
- Ownership of major incidents should be transferred to the incident manager/ situation manager
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6.0 Investigation and Diagnosis
Step Activities
6.1 Perform Initial Review & Diagnosis
Perform initial review to determine if the incident has been properly assigned.
6.2 Update Incident and Assign to Service Desk for Re-diagnosis and Re-assignment
If the incident was improperly assigned, the Functional Group assigns it back to the Service Desk for further diagnosis and assignment.
6.3 Contact Requestor for Additional Information if Required
If assignment is proper, accept the incident (work in progress) and determine if further information is required contact the customer to obtain then proceed to step 7.0 Resolution and Recovery.
6.4 Functional Escalation to Tier 3 if required
If the incident requires further assignment to Tier 3 or an external Vendor, the Functional Group is responsible to work with the external partners and maintain oversight of the incident record.
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7.0 Resolution and Recovery
Step Activities
7.1 Communicate Workaround if Appropriate
Investigate sources of information to see if a workaround exists. Check relevant knowledge, known error database, problem records, etc. and provide the work around to the customer.
7.2 Work to Resolve Incident Updating Incident with Necessary Details
If no workaround exists, begin resolution activities making sure to update the incident record with all details related to resolution activities. If resolution requires that a change be introduced, a Request for Change must be submitted and flow through the Change Management Process.
7.3 Update Incident Resolution Details and Assign to Service Desk
Once the incident has been resolved it is good practice to review the solution and determine if knowledge could be authored for future occurrences, or if there is a systemic issue that needs to be addressed through the Problem Management Process. Upon resolution, the incident is updated with the proper resolution information and coding, and is assigned to the Service Desk for final closure activities.
7.4 Service Desk Analyst Contact Functional Group or Vendor for Additional Resolution Details if Required
In preparation for closure activities, review the incident details to ensure it is completed properly and has the appropriate resolution details.
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8.0 Incident Closure
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8.1 Validate Resolution with Caller / Customer
Follow proper procedures to validate with the Customer that the incident has in fact been resolved. If it has been resolved, the incident will be closed according to procedures.
8.2 Update Incident for Re-Diagnosis
If the Customer indicates that the incident has not yet been resolved, it must be sent back for further diagnosis before the incident is closed. NOTE: If the incident is in a closed state when the customer indicates it was not resolved, a new incident should be opened and associated to the original incident.
8.3 Trigger Customer Satisfaction Survey
Once the customer has confirmed resolution and the incident is in process of being officially closed, a customer satisfaction survey is to be provided to inform future improvement opportunities.
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9.0 Major Incident Process
Step Activities
9.1 Validate Major Incident If an incident is escalated to a “Major Incident” status, the Incident Manager must first ensure that it should be treated as a Major Incident and be given the enhanced communication and management attention that a Major Incident requires.
9.2 Ensure Assignment of Incident to Functional Team
Ensure that the incident has been assigned to the appropriate team for resolution and works with the management structure to coordinate a cross-functional team to address the situation if needed and where the underlying issue is unclear.
9.3 Trigger and execute communications as required until Incident Resolved
Ensure that the communication is planned and executed according to internal procedures and triggers. At a minimum communication is to be shared at the beginning and end of a Major Incident and perhaps at specific intervals throughout the resolution process. This communication can be to either internal IT stakeholders or Customers or a combination of both.
9.4 Prepare Major Incident documentation as defined & Perform Post Resolution Review
Upon resolution of a Major Incident, documentation must be prepared that summarizes the issue, actions taken and resolution details. It should also trigger root case analysis if required and allow for improvements that can be made to avoid the situation in the future.
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Field Definitions Incident State: The current status of the incident. Incident: The unique incident number Client: The user experiencing the issue. References the user table Reported by: The user who calls in the incident, if not the same as the client. References the user table. Notify: Used to determine if the user wants email notifications or not Contact Type: How the user contacted the service desk
Location: The location of the incident IT Business Service: The high-level business service affected by the incident (if applicable)(What the client identifies the issue as) Incident Type: What kind of incident the user is facing IT Provider Service: The high-level service IT provides that is affected (if applicable) (The actual technical IT service that is causing the Incident) Categorization: Yale utilizes a 3-tier categorization scheme. This is one for several reasons:
1. Recognizes the need to capture service vs. technology details 2. Future-proofed for introduction of service asset and configuration management 3. Enhances value of reporting by defining IT service view in terms the business
should understand IT Component Category 1: The first of the categorization scheme, the high-level view. IT Component Category 2: The second level of the categorization scheme, the values are dependent on Category 1
Contact Type Description
Email Incident created from email.
PhoneIncident called into a help/service
desk.
In‐PersonTier 1 depot for in‐person support,
similar to Apple genius bar approach.
ChatIncident created from or during a chat
session.
Tier 2 Tier 2 created incident.
Self‐ServiceIncident created through a self‐service
console.
31
IT Component Category 3: The final level of the categorization scheme, the values are dependent on Category 2. There will not always be an applicable value for Category 3 Opened: A time stamp of when an incident is opened; cannot be changed Opened by: The user who opens the incident Impact of the incident is the measure of how business critical it is. Usually directly proportional to a number of users influenced by the incident. Scale – Low (One person), Medium (Several people, a small department), High (Large department, segments of the University) Examples: Urgency is a necessary speed of resolving an incident. Scale – Low (5 days), Medium (1 Day), High (2 Hours) Examples Priority: The value given to an Incident, Problem or Change to indicate its relative importance in order to ensure the appropriate allocation of resources and to determine the timeframe within which action is required. An example of a P1 incident would be a major financial accounting application being down.
Assignment group: The group that owns the incident, and is responsible for the work Assigned to: the individual person that owns the incident Watch List: A list where users can add additional names and will receive all notifications the client would receive. Clicking the lock will open the field to allow Users to add additional people to the watch list. Clicking the lock again will close the field, locking into place what users are placed on the list. Users on this list will receive the same notifications as the Client. This can be used to give notifications to key
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On Resolution Customer
Advise customer of resolution, 15 day wait time and link/email to reopen incident is inaccurately resolved. Includes survey link.
On Reopen Service Desk Manager / Site Leads
Advise the Service Desk Manager / Site Leads that an incident has been reopened and requires re‐diagnosis.
On Reopen Customer Advise the customer that the incident has been reassigned for further investigation to resolve.
On Assignment – Queue Manager
Tier 2 Queue Manager(s)
Advise queue manager of an incident assigned to their group.
On Assignment – Assignee
Assignee An assignee will be notified by email whenever an incident is assigned to them directly.
SLA Resolution Breech Notification
Queue Manager / Assignee / Incident Manager / Site Lead
Notification when SLA resolution target has been missed.
SLA Resolution Threshold Notification
Queue Manager / Assignee
Notification when SLA resolution target is past threshold criteria (defined by priority or by service).
SLA Response Breech Notification
Queue Manager / Assignee / Incident Manager / Site Lead
Notification when SLA customer response‐time target has been missed.
SLA Response Threshold Notification
Queue Manager / Assignee
Notification when SLA customer response‐time target is past threshold criteria (defined by priority or by service).
Non‐Assignee Incident Update or update by resource that is not in assignment group
Assignee / Queue Manager *
Scenario 1: Incident is updated by someone other than the current assignee, and the assignee should be made aware of the update. Scenario 2: Incident is not yet assigned to an assignee but is assigned to a non‐Tier 1 assignment group – the queue manager(s) of the assignment group should be made aware of the update
User emails In addition, Clients have the ability to email ServiceNow specific emails for email-based support. Whenever a user sends an email to these addresses, a new incident will be created on their behalf. The description will be populated with the subject and body of the email,
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s assignedhe loggedtent blockhe logged
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t of incide
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incidents
cidents in t
opulated b
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ents
of
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6
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ate person muapproved, itrejected, reqroved, fulfilthe task is c
k is fulfilled,approved, mrejected, reqroved, anothst is complet
ane indicaor “owns”
or all requuest by submck to see if thust approve t moves on tquest ends anlment tasks
cancelled, the another man
moves on to nquest ends anher fulfillmented and a com
tes that r the “1.0 R
uests is asmitting it
here are anythe requesto the next prnd rejection are generatee process ennager approvnext processnd rejection nt task is genmpletion not
ole “ownsRequest S
s follows:
y Approvals n
rocess step email is sen
ed nds and compval is necesss step email is sennerated. Onctification is
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is completed
8
d,
49
Creating New Requests
New Call Screen Users can create new requests, just like incidents, from the new call screen. To do this:
1. Open a new call 2. Under Call type, Select “Request” 3. A new field will appear, “Request Item”. This is a reference field
The On sfor t
ServUsercan and
On trequ
GenGen
request issubmit, ththe caller.
vice Catalors will havfind the s the Servi
the cataloguest they
neric Reqeric reque
s then hanhe user wi
og ve access ervice catce Catalog
g screen, need and
quest est form:
ndled by tll be taken
to the sertalog bothg applicat
the users then fill o
the first ren to that i
rvice catal under thion.
s simply neout the req
esponder atem in the
og to creae Self-Ser
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at the serve catalog,
ate requesrvice appl
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vice desk., ordering
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ds: o is the r operates at type ouser to seons:
es this reqapproval isen do youeframe by ect the Reons for thone of the
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elect.
quire an s needed u need th which theequest: Ae requests options a
or?: User e as “Client is this?:
approva
his by?: Ae request A drop dows the user
apply
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l?: A yes/
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est is for, incident fdown with
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down as to
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o whether
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s. Add to Cting itemspon requeadd to ca
r Now willake the usry screen.uantity to
me item.
to Cart wil). Users hat. Once thet items wiler multiple
ary Screen
t group: will be rebrief descext field t especially
fields will auto-gen
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ll add the ave the abe user finall be placee items, th
n:
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the user t for fulfilli what the detailed ent if “othe
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to select tng the req user is reexplanatior” is selec
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the quest equesting on of whatcted for
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t
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marking on
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quest sumr on their n the left.
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mmery scrbrowser’s
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either moprove/Rej
n Tasks he ability t
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will now see
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ove the “Sject button
to add appneeding apprab at the bottthe Edit me
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e a “Work any update
tate” fieldns, locate
provals to roval. tom and hit “mbers scree
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Notes Lises made t
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arlier, taskhe owners
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