IT SERVICE MANAGEMENT TRAINING...IT Service Management (ITSM) ITSM is defined as “the implementation and management of quality IT services that meet the needs of the business”.1

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.