servicenow training slides august 2012
DESCRIPTION
SN Training SlidesTRANSCRIPT
UBC IT – ServiceNow Training
Introduction:
• The Project Team
• Scope of the Training
• Overview of the Training Schedule
• What will not be covered
• Support Workflow
Scope of the Training
• Focus on how to use ServiceNow
• Create awareness of the UBC ITSM Incident Management
best practice processes
What will not be Covered
• System Administrator Abilities
• Report Generation
• Template Creation
• Ticket Administration (Deletion)
Overview of the Training Schedule
1. What is ServiceNow?
2. Incident Management & ServiceNow
3. Getting Started
• ServiceNow System roles
• Home page admin
• Data
4. Create new ticket
• Incident detection and recording
• Classification and Initial Support
• Categorize, Classify, Prioritize
• Change caller and ticket information
• Investigation and diagnosis
• Resolution and recovery
• Incident closure
5. Quick Tips
• Applying Templates
• Parent/Child Tickets
What is Service Now?
A cloud based Service Management system that will facilitate:
A greater focus on IT's relationships with customers (Incident
Management self service; service catalogue; seamless service delivery)
IT groups across UBC collaborating on services and processes that
cross organizational lines
IT groups aligning on ITIL v.3 processes optimized for UBC
Why?
Capture better
information about
how Incidents are
managed
Improve the way
incidents are
escalated to other
groups.
Proactively
manage incidents
through data
analysis and
identifying trends
Improve
communication
across IT
organizations and
end users
Resolve more
Incidents at 1st
level of support
Resolve Incidents
efficiently and
effectively for
users
Objective is to minimize
the adverse impact on the
business or the customer
by restoring IT Service to
normal operations as
quickly as possible
IT Service Management
Incident Management & Service Now Effective Incident Management is enabled by process and technology. As such,
Service Now has been built to support UBC Incident Management Framework.
Getting Started:
Log in from any web browser: https://ubctrain.service-now.com/
Default Password: ch4ng3m3
Password Issues: • Today: Let us know and we can get it reset ASAP • Train Instance after Training: http://web.it.ubc.ca/forms/iba/ • Production: Going Forward: Select the “Reset Your Password Here” option
ServiceNow System Roles
User
• View all incidents
• Create / Update incidents
• Apply templates to incident
• Add notes/comments about a user
Reporter
• User capabilities plus ability to run global reports
Administrator
• User capabilities plus Reporter Capabilities:
• Perform Administration: i.e. delete tickets, manage groups
• Create Templates for Incidents
Director
• Reporter capabilities plus
• No notifications for new incidents
• Tickets cannot be assigned to this individual
Homepage Administration What is the Homepage? Multiple Homepage Screens • Create a new page: “Switch to Page”-> “New Page” Modifying the Homepage • Adding new “Content”
• “Add Content” • Changing the “Layout”
• “Switch to page..” “Change Layout” • Dragging existing windows
• Select the top row, drag and drop • Adding content from “Incident” options • Adding content from “Gauges” options (Graphical) • Personalize List Columns
• Top left hand corner “Gear” icon • Deleting certain content
• The “Close”/”X” Button at the top right hand corner of the content • Deleting a Homepage
• Bottom Right Hand Corner “Delete Page” Suggestions for Home Pages • Quality Assurance • Multiple Queues
Left Navigator
Returning Home
Default Layout,
Lists and Filters
(Customizable)
My Homepage
Homepage Administration
Exercise:
• Create a new page
• Add 2 new content items
• Delete one of the content items
• Delete the page
ServiceNow Data Sources
• Where is the Data from?
Archibus
(Building Data)
HRMS / SIS
(Contact and Department Data)
Pinnacle (Phone Data)
ServiceNow
Important Things to Remember about Data
• There are two ways to update information in ServiceNow
• Incident Specific
• Saved in ServiceNow for future incidents (Callers Menu) • Updates are one way only
• Changes made in ServiceNow will not be pushed back to sources
• Only “Net New” Additions are added from external Sources • Contact Info from HRMS/SIS
• Active Employees
• Active Students
• Use “Guest User” as needed • Inactive Students
• Inactive Employees
• Guest/Contractors
• Continuing Studies/Non-Degree Programs
Create new ticket
Incident detection and recording
• There are a number of ways a ticket can be created:
• Via an email sent by the customer • Some fields will be pre-populated with information from the email
• Via a webform sent by a customer • Some fields will be pre-populated with information from the webform
• By an agent when a customer calls in
• By an agent when a customer walks in
*Tickets can also
be created using
“Create New”
under “Incident”
Create new ticket
Incident detection and recording
Select from the left hand menu
Search for the customer with “For text” from the “Users” list:
This will take you to the customers contact card
Verify the customer using the information displayed on the contact card.
It is important to confirm which department the customer belongs to. If the department field is empty, ask
the customer to confirm it. Search for the dept. in ServiceNow and select as relevant. If the dept. cannot
be found, select Not Listed. If left empty, there will be a prompt that it needs to be filled in
Next Navigate down to the Incident Tab.
From here you can view the customers ticket history and any related records.
Create a new ticket by selecting .
You can view
customer
ticket history
here
Changing Information for Callers
• Two ways to change information
• “Callers” under “Incident” (Before an Incident)
• Search for Contact
• Select Contact
• Change Details
• Search ticket/Create new ticket
• What Can you change?
• Department
• Location
• Affiliation
• Comments
• Phone
Modifying Caller Data in ServiceNow
Exercise:
• Go to the Callers Menu
• Query your Name/Username
• Select your account
• Add a comment
• Select “Update”
• Open up your account again to see saved changes
Changing information in the Caller Menu
Classification and Initial Support
STEP 1: Categorize incident : Service /Service offering /Item
STEP 2: Classify incident Incident Request (option to enter “due date”*) Password How-to Info Request STEP 3: Prioritize Incident: Use common priority matrix (slide 27) STEP 4: Fill in any additional Information Assignment Group Contact Type Watch List
STEP 1
STEP 2
STEP 3
**Log all ticket details and
symptoms**
*The Request due date field will appear when the “Type” is request. It should be used to record client request completion dates and times
so they can be prioritized based on date and time,. Selection should be via calendar selection This field is not mandatory.
**Select contact type**
**Prioritize the
incident**
Changing information in an Incident
• Information on the form should be completed in order to prevent loss of information e.g. always start with Contact.
• Location of Issue • Preferred Phone/Email
Subject Tree
• Service
• Agreed on by all ITSM partners
• Global
• Service Offering
• Agreed on by Service Owners
• May change over time as technologies are introduced/retired
• Item
• Usually a version / Component of a Service Offering
• Not all service offerings have Items
• Truly global subject tree allowing for intra and inter company transfers • Filling in a “Service Offering” will automatically fill in a “Service” (bottom to top) • Narrow down selections (top to bottom) • Use Search as needed
Exercise
• Think of a service you support • Attempt to find it via the Search/Subject Tree
Exercise
• Provide example(s) of work that you or your group does • Determine if it is an Incident or a Request.
• Incident
• Something was working, it is now not working or a degradation in performance
• E.g. Server has crashed
• Wireless is very slow. I cannot load up webpages.
• Request
• Request to provide or remove a service
• E.g. Grant Bob Smith access to shareIT
• Password
• Password reset/modification
• E.g. I need to reset my VDI password
• How-To
• Instructions on how to do something
• E.g. How to add users to a mailing list?
• Information Request
• General information about a service/tool
• E.g. What is a CWL?
Prioritization Matrix
Impact
Urg
en
cy
High Medium Low
High 1
(Critical)
1
(Critical)
2
(High)
Medium 1
(Critical)
2
(High)
3
(Medium)
Low 2
(High)
3
(Medium)
4
(Low)
Impact and Urgency
Impact • Service Driven
• Cable TV service versus Campus Wide Login • Scope and scale of the issue Urgency: • Driven by the customer • Some webforms have “Urgency” • User may make mention when describing the problem
• The Impact or Urgency may change as the interaction continues and more data is provided/gathered
• Example:
• User is unable to login to wireless
• User needs wireless for a presentation in 10 minutes
• UBC Okanagan Helpdesk says the whole campus cannot login to wireless
Describing the ticket (Notes) • Short Description
• Can be seen in some Homepage Views
• Can house basic client data- Differentiate between different guests
• Different work areas
• Description
• Should be used to record all initial incident details and symptoms. (this is auto-filled for all
webmail and email tickets). Supplementary info will go into Work Notes
• Additional Comments (green box)
• Customer Facing communication Channel – everything typed in this box will be sent to the
customer in an email
• Confidential Notes
• Encrypted information
• Should be used if your process requires confidential information
• Is still visible to all ServiceNow users
• Work Notes
• Should be used to record all trouble shooting steps and information and as a means of dialogue
between users (i.e. worknote before escalation)
Ticket Assignment
• Assigning to ServiceNow users
• Escalations through assignment with Worknote
• Inter and Intra company assignments
Communication
• Email (Within ServiceNow)
• Additional Comments (Customer Visible)
• Assignment to other Groups (with Worknote)
• Watch List
• Phone/In person (Add Work Note)
• Automatic SNC notifications
• Opening
• Resolved
Exercise
• Create a ticket in Service Now!
• Suggested Information:
• Contact: Your username/Name
• Service: Email
• Service Offering: FASmail
• Type: Request
• Impact: 3-Low
• Urgency: 3-Low
• Description: User would like to know who is eligible for FASmail.
States:
New Default State when an incident is created Will automatically change once it has been saved/updated Example: A new email/webform has been submitted but no one has worked on it
Assigned Reflects that an incident has been assigned to a system user to investigate and resolve This will be automatic once a ticket has been created manually (not webform/email) Example: A ticket has been assigned to an Assignment group and/or a system user
Accepted Reflects that the assigned group/system user has accepted the incident and is investigating This state needs to be manually changed to indicate it has been accepted Example: Once assigned, a ticket is taken from a queue
Work in Progress Acknowledges that work is underway to resolve the incident This needs to be manually changed Example: Work is being done on the ticket
States:
Pending Reflects that the interaction is waiting for something This needs to be manually changed There are a variety of pending options
Pending Change Awaiting a change to occur before work can be done
Example: User has a process improvement for a tool and would like the ticket to remain open
until the change is complete Pending Recovery
Awaiting a recovery/restart before work can proceed
Example: User wants to setup outlook but has a virus. A recovery needs to happen before the outlook can be setup
Pending Schedule Awaiting a time to schedule something in Example: User wants a ResNet port repair but they have not provided their availability
Pending Vendor We are awaiting a Tier 4/Vendor to get back to us
Example: We are waiting for Sophos to get back to us
Pending Parts
We are awaiting parts for a computer/device
Example: There is a backlog for wireless routers that is preventing a new installation
States:
Resolved Reflects a workaround or solution is in place and waiting on customer confirmation / lack of
communication This needs to be manualy changed by selecting "Resolved" in the pull down menu or the "Resolve
Incident" button Example:
System user is fairly sure that the suggested solution will resolve the incident (CWL password reset/account creation)
A solution has been provided to the user, but has not confirmed whether or not it is working after a follow up
User confirms that the issue has been resolved Closed
End user has confirmed the interaction is complete This can be manual or automatic
The ticket automatically closes after 3 days in the "Resolved" state if there has been no customer interaction
Example: User has confirmed the issue is not occuring anymore
Resolving/Closing A Ticket
• Resolving:
• Solution was offered. Not confirmed if it worked
• Customer will receive an automatic notification
• Closing:
• Customer says incident can be resolved.
• Automatically closed after three days of being in “Resolved” State (No Response from User)
Ticket Navigation
• Using the Homepage
• Tickets Assigned to myself
• Open-Unassigned
• Searching for Specific Tickets
• Can be used to create new Filters/Home Pages
Exercise
• Search for a specific ticket:
• Select “All” from the Incident Menu
• Change dropdown to “Incident #”
• Query ticket #
Applying Templates
• Templates are created by ITIL Admins
• Standardization of templates to differentiate groups
• Templates may be applicable to multiple groups
• Intended for repeat interactions, not for all types of work
• i.e.CWL Password Reset
• Within a ticket select “Apply Template” in the top right hand corner
Parent/Child Incidents
• Can help with problem management
• Organization- You do not need 25 tickets pending response nor will another Tier need to respond
25 times for the same problem
• Less Repetition- Can make it easier to get the incident specific information instead of repeating
the problem over and over again
• Helps Solve problems- Can link common issues together
• Options:
• Attach an existing incident to another ticket (Child -> Parent)
• Related Records->Incident Number-> Submit
• Deem a new incident a “Parent”
• Each ticket is a “Parent” by default
• Select “Child Incidents” at the bottom
• Select “New”
Available references and additional help
• Available reference websites
• IT Service Management (Process and Tool): http://itsm.ubc.ca/
• ServiceNow Wiki (Tool): http://wiki.service-now.com
• ServiceNow Community Forum (Tool): http://community.service-now.com/
• Process Questions / Tool Suggestions
• Usually the Team Lead.
• Tool Incidents and Defects
• Internal Business Applications Support Form:
• Create a ticket in ServiceNow and assign to IBA Service Tools use the following service/service
offering >Administrative Technologies/ IBA Service Tools (In Production)
• Use the IBA Webform:http://web.it.ubc.ca/forms/iba
42
Incident Management Process
IT Service Management Incident Management Process for ServiceNow
Customer details Log ticket details Investigate and
diagnose Resolve Close
Start
Walk in
Phone
Self Service
Webform
• Start at Caller’s menu
• Verify customer details
•
• Confirm department
• Select ‘New’ to start
ticket
• Select Service
Offering
• Select ticket type
• Determine impact &
urgency
• Select contact type
• Capture description
Start
• Change state
• Add work notes
• May re-assign to new
group
• May escalate by
adding user to ITIL
watch list
• Confirm resolution
with customer
• Add resolution details
to close notes
• Re-assign back to
originating agent
• Contact customer to
confirm satisfaction
• Add to close notes
• Select close code