service catalog request fulfillment - transcom...

Service Request management for TWW Requesters (Team Leader and above)

Service Catalog

& Request Fulfillment

User Guide

Service Request Management

This document describes how Transcom Worldwide Business staff - from Team Leader to Executive team - interact with Transcom WorldwideIT via the ServiceNow Service Catalog. This includes how to raise an incident with IT and how to request a service from IT.


General

Transcom Worldwide is a multisite outsource contact solutions provider which employs thousands of personnel in diverse positions and in different countries. All employees are using IT resources and need support for various types of issues.

To be able to attend to the users’ needs, a centralized IT Global Service Desk is avaialble as primary point of contact for users when there is service disruption (incident), an IT Service Requests, or even sometimes for Request for Change. The IT Service Desk wishes to satisfy both Customer and IT Provider objectives.

Objective of IT Service Desk

• Provide a single point of contact between users and the IT organization; • Process inbound incidents and service requests; • Facilitate the restoration of normal service operation as quickly as possible and

minimize the adverse impact to business operations; thus ensuring the best possible levels of service quality and availability are maintained.

Content

1. What is ServiceNow? ....................................................................................................................... 3 2. What is a Service Request? ............................................................................................................... 3 3. What is an Incident? ......................................................................................................................... 3

Incident versus Service Requests ........................................................................................................... 3 4. Technical Requirements ........................................................................................................................ 4 5. URL to ServiceNow Self Service Portal ................................................................................................ 4 6. How to submit a Service Request or raise an IT incident ........................................................................ 4

6.1 Terminology ........................................................................................................................... 4 6.2 Get started ............................................................................................................................. 5 6.3 Raise an incident ............................................................................................................................. 5 6.4 Submit a request e.g. Order Hardware ............................................................................................. 7 6.3 Deleting and editing incorrect Ordered Items. ................................................................................ 10

7. How to track your Incidents (INC)?..................................................................................................... 13 8. How to track your Requests (REQ)? .................................................................................................... 13 9. FAQs .................................................................................................................................................. 16 10. Contact ............................................................................................................................................. 16


1. What is ServiceNow?

ServiceNow is a cloud-based Service Management system that facilitates: • Improved focus on IT's relationship with its customers in the areas of incident

management, change management and service request handling by providing a Self Service portal, Service Catalogue and increasingly seamless service delivery;

• Increased internall collaboration between IT organisations across Transcom; • Alignment with industry standards such as ITIL v.3 processes optimized for

Transcom.

2. What is a Service Request?

According to ITILv3:

A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require a Request for Change (RFC) to be submitted.

3. What is an Incident?

According to ITILv3:

An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident. For example, the failure of one disk from a mirror set is also considered an incident.

Incident versus Service Requests

It is crucial to understand the difference between incidents & service requests:

Incidents: pertains to any service or feature degradation interruption from any IT service or capability. E.g. Network latency, Email outage, broken mouse, no dial tone.

Service Requests: pertains to any request for additional service or capability in our IT systems. E.g. New node install, email PW reset, new PC setup, Avaya skill administration


The main difference:

An Incident points to an event when something that existed or was running well, stopped, was lost or degraded from normal expected performance levels.

A Service Request point to an event requiring putting into existence a feature or item previously not in place.

Using an automobile analogy

• INCIDENT: changing a flat tire: the tire was working well, then something went wrong;

• SERVICE REQUEST: installing a new car radio: no radio previously so a feature/service was added.

4. Technical Requirements

• You have to have a ServiceNow Account o If you are not sure you have one, please call the IT Global

Servicedesk hotline • You have to have access to an Internet Browser

o All internet browsers should work • You have to have a working Internet Connection

o VPN or secure WIFI connection

5. URL to ServiceNow Self Service Portal • Go to https://transcom.service-now.com/ess

6. How to submit a Service Request or raise an IT incident

6.1 Terminology

Terms Meaning

ESS Employee Self-Service

REQ Request

RITM Request Item

INC Incident

RFC Request for Change

https://transcom.service-now.com/ess


6.2 Get started

1) Go to the ServiceNow Employee Self-Service (ESS) Portal (https://transcom.service-now.com/ess/)

2) Select the relevant Service Catalog category

a) Order Things: to order hardware, software, onboarding/leavers or any other IT service.

b) Knowledge: to get updates on major outages under Today’s News.

c) Get Help: to create an incident, request a password reset, ask a general question

6.3 Raise an incident

1. Click on Create an Incident item under Get Help.

a. You will be presented with the “Create an Incident” form.

b. Complete the form.

• Select Single User Impacted or Multiple User impacted. Your selection will drive the urgency or your request

• Describe your issue. The more details you provide, the easier it will be for IT to start working on your issue.

https://transcom.service-now.com/ess/


• If you click on More Information, you get instructions on what is needed of you.

c. Click Submit at the bottom of the form. An Incident is created and a confirmation message is displayed.

d. Write down the INC-number for your ticket. You will need this in your communication with IT. (e.g. INC0010682)


6.4 Submit a request e.g. Order Hardware

a. Click on Hardwareunder Get Help

b. Select Laptop from the Related Categories.

c. Select Laptop for the Traveler Employee.

d. On the form, click the intended Item to order it.


e. Complete the Request by filling in the mandatory fields.

f. Click Order Now in the Shopping Cart.

g. When you wish to order more than one service from IT, please selectAdd to Cart and continue “shopping”.

• You can order as many Onboarding services, hardware, software and other items as you want in one single request by placing the different items in your cart with Add to Cartbefore you click Order Now.

• Ordering individual items in one shopping cart:

1. When ordering e.g. Onboarding services for more than one employee, you have to add as many Onboarding service requests into your cart as you have new employees.

2. Why? Every single employee as a separate item in your cart is related to a certain amount of work that it takes IT to fulfill your request. If not separately ordered, it cannot be separately tracked. If not separately tracked, it cannot be improved upon. And in the end, that is what both IT and HR want: an increasingly efficient onboarding process.


h. A message is displayed indicating your request was submitted successfully.

i. Write down the REQ-number as you need this number to communicate with IT about your request. (e.g. REQ0010509)

j. You can expand the Stage to check on the progress of your requests

k. Click on the Item (HP Elite Book 820 GI) to view the requested item details.


6.3 Deleting and editing incorrect Ordered Items.

1. If the order is not yet Ordered or Checked out:

a. Click on EDIT CART

b. You can review to Edit or Delete your Requested Items before check out.

c. You can also expand by clicking on the arrowhead beside the item to view details.


d. If you wish to edit the Item, Click on EDIT the button.

e. Once details have been revisited for review, just click on the UPDATE cart button.

2. If the order is already ordered or checked out:

You cannot edit any items once they have been ordered, but you can delete itemsby re-launching a new one.

a. On the Home Page menu, Click on Order Things.

b. Select MY ORDERS

c. The list of your requested items will be shown.


d. Open the Item that you wish Delete. e. Click DELETE button

f. Confirm Deletion.


7. How to track your Incidents (INC)?

1. Go to the Self Service portal. 2. Click on Issue Status. 3. You will see an overview with (all of) your raised incident(s). 4. Click on the incident with the relevant INC-number for more details.

a. You will be able to update the ticket where needed and you can see the latest updates as logged by IT.

8. How to track your Requests (REQ)?

For several service requests, an approval is required. In our example of ordering a laptop, an approval is indeedrequired and you can track progress online.

1. Go to the Self Service Portal 2. Click on anycategory under Order Things. 3. In the left sidebar under My Requests, click on the relevant service

request 4. In our example, the order for a laptop

5. From the Request Item, click on the + sign under Stage


6. All the different stages in the workflow that a specific service request has to go through will be visible here as well as the status per stage.

7. Enclosed are 2 screenshots of different stages the ordered item is in


As discussed above as well, requested items can be tracked also thru:

1. Home Page menu, Click on Order Things.

2. Select MY ORDERS

3. The list of your requested items will be shown.


9. FAQs Who is eligible for a ServiceNow Account? All TWW Business staff from Team Leader and above who will order services and/or raise incidents with the IT Servicedesk

What should I do if I am not able to Access ServiceNow and I believe I should? Call the IT Servicedesk Hotline

What Services are available via this new Service Catalog?

• Hardware • Software • Employee On Boarding and Off Boarding • IT Services

o Applications o Network Permission and Access o Email and Collaboration o Telephony

• Create Incident (raising an Issue/Incident) • Password Reset • Ask a Question • Issue status (tracking of ticket)

I had access but I have locked out. Who do I need to contact? Call the IT Servicedesk Hotline

Can I also raise an incident via telephone or email? Yes but the preferred route is to log your incident via the new Self Service portal. The regular IT Servicedesk Hotline remains available for you to report your incident by phone. If you wish to report an incident via email, please send your email to [email protected]

10. Contact

TRANSCOM IT GLOBAL SERVICEDESK Ticketing System: https://transcom.service-now.com/ess SD General Mailbox: [email protected] US Toll-Free Number: 1 866 374 4634 || Hotline: 4HELP (x44357) EMEA Phone: +36 1 336 5561 || Hotline: SOS-SOS (x767-767)

mailto:[email protected]

https://transcom.service-now.com/ess

mailto:[email protected]

service catalog request fulfillment - transcom...

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