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February, 2012
Contents
SECTION 1 INTRODUCTION TO SERVICENOW ....................................................6
What is ServiceNow? ...............................................................................................................................6 Architecture...............................................................................................................................................6 Global Level Configuration .....................................................................................................................6 Company Level Configuration ................................................................................................................6 Groups and Roles in ServiceNow ...........................................................................................................7 Additional Information ................................................................................................................... 7
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To create a new incident: ............................................................................................................ 30 Managing Incidents .............................................................................................................................. 32 Assigning Incidents ............................................................................................................................... 32 Incidents Assigned to your Colleagues ....................................................................................... 32 Managing Incidents Created by ServiceNow .................................................................................... 33 Incidents Created From an Email ....................................................................................................... 33 To manage incidents from email ................................................................................................ 34 Managing Incidents Created from a Web Form ............................................................................... 35 To manage incidents from a webform: ....................................................................................... 36 Communicating with the Contact ....................................................................................................... 36 Resolving vs. Closing Incidents ........................................................................................................... 38 Resolving Incidents ............................................................................................................................... 38 To resolve an incident:................................................................................................................. 38 Closing Incidents ................................................................................................................................... 38 To Close an Incident: ................................................................................................................... 38
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REPORTING.......................................................................................................... 48
Global Reports ....................................................................................................................................... 48
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What is ServiceNow?
ServiceNow is a cloud-based Service Management system that facilitates: 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
Architecture
The University of British Columbia has a single instance of ServiceNow. Each organizational department or unit is identified as a company within the instance. The use of company separation will enable UBC to: Maintain global processes and global reporting where required Enforce absolute data segregation between organizational entities where required Customize business process definitions and user interfaces for each domain where required
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Additional Information
Additional information regarding many of the above mentioned items are available from the following sources: UBC ITSM IT Incident Management Framework ServiceNow.com WIKI ServiceNow.com Community Forum
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What is an Incident?
ITIL defines an Incident as: An unplanned interruption to an IT Service or a reduction in the quality of an IT Service. Is any event which is not part of the standard operation of the service and which causes, or may cause, an interruption or a reduction of the quality of the service. Examples of Incidents are: 1. I get an error message when I select print. It worked fine yesterday... 2. The application I use everyday is taking forever to load today 3. An alert in the data centre is going off indicating a capacity breach on the server 4. When I pick up my phone, there is no dial tone. Incidents themselves are characterized as a type of work that is reported to IT and requires a workaround or solution to get a customer or system back up and running. They are largely defined by: Their impact, which can range from a single system or individual to university-wide outages Their urgency, which can range in urgency from requiring attention and resolution immediately to something that IT can fix within a time defined by a Service Level Commitment.
Incidents exist in several different states through their lifecycle, from new to assigned to resolved to closed; these states permit process users, IT managers, and customers to understand how a reported issue is being addressed, and to develop expectations accordingly. Incidents can be escalated between groups, and may involve co-ordination across the organization in order to reach resolution and closed states.
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Incident State
The state is the indicator of where the Incident in its lifecycle. All incidents will be logged and assigned an incident state code. At a minimum, the state will include New, Assigned, Resolved, and Closed. The default state of an Incident when created is New.
New Default state when incident is created. Assigned State reflects that the incident has been assigned to a support group to investigate and resolve. Accepted State reflects that the assigned group has accepted the incident and is investigating. Work In Progress State acknowledges that work is underway to resolve the incident. Pending - State reflects that the Incident is waiting for something (Change; recovery/ Information/ schedule/Vendor/ parts) Resolved State reflects workaround or solution is in place and waiting on customer confirmation. Closed On end user confirmation the Incident record is updated from resolved state to Closed
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Incident Classification
Incidents are classified so they can be handled as quickly as possible. An incident will be classified in order to categorize and prioritize. Categorization is a system of classification that associates incidents with services or products. At UBC, there are four levels of categorization which make up the subject tree within ServiceNow.
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The subject tree for Incident Management is the specific list of services and components that have been entered into ServiceNow. It allows for consistent categorization of incidents by IT staff. Is not static, and requires regular review and input from users. Your local process owner will receive your feedback on optimizing and updating your groups subject tree.
Categorization in ServiceNow
The incident form includes five fields related to Categorization.
Department
All Services, Service Offerings and Items are associated with a Department. Before you can begin choosing Service Offerings, you must choose a Department. Note: If the contacts department is not available, use your IT groups name and make a note of what their department should be in the Work Notes field.
Service
For speed of data entry, you can skip this field and go directly to Service Offering. Service will be autopopulated based on the Service Offering you select. To get to Service Offering, press Tab twice after choosing a Department.
Service Offering
Select the best service offering. This is the one that most closely describes the service or product that the incident relates to.
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Item
Use this level of categorization to provide more detail. Note that not all Service Offerings have Items associated.
Type
The fourth level of categorization is a mechanism to differentiate requests from incidents. This level is the only level of categorization that is not associated directly with a Service, Service Offering or an Item. By default, the value of this field is Incident; however, if you are handling something that is not an incident, select the type that better describes the work from the dropdown menu (Request, Password, How-To, Information Request).
Incident Prioritization
ITIL uses impact and urgency metrics for determining the priority of an incident, and thereby the order in which incidents are processed. At UBC, impact, urgency and prioritization definitions and measures have been created by a consortium of IT groups on campus. These are documented and referenced in the UBC Incident Management Framework for IT. The priority of an incident will be calculated by evaluating the impact and urgency of the incident together. Factors used to determine the impact and urgency include, but are not limited to: Number of customers affected by the condition Urgency of the resolution Length and scope of the outage Availability of a solution / workaround Type of service being disrupted Impact High High Medium Urgency Low 1 (Critical) 1 (Critical) 2 (High) Medium 1 (Critical) 2 (High) 3 (Medium) Low 2 (High) 3 (Medium) 4 (Low)
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Impact
A measure of the effect of an Incident, Problem or Change on business processes. Impact is often based on how Service Levels will be affected. (Example # of user) Example High Facilities Affected Faculty of Arts- wide outage Building Outage Medium Classroom or Computer Lab Affected Single office or workstation End Users Affected >100 students, faculty or staff >1 VIP 2-99 students, faculty or staff 1 VIP Low Single student, faculty or staff Multiple Services disrupted or Single Service is unavailable Single Service disrupted Services Affected Multiple Services unavailable
Urgency
A measure of how long it will be until an Incident, Problem or Change has a significant Impact on the Business. (Example: Time of year) Example High Medium Risk to Business Risk to Critical Business Deadlines Limited Risk to Critical Business Deadlines Activity Direct Impact on course delivery or research Indirect impact on course delivery or research (support service) No direct impact on course delivery or research Time Sensitivity Restore Now Restore Quickly
Low
Restore Soon
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2. Assess an incidents Ugency and change if required. By default, Urgency is set to Medium.
3. The Priority is automatically calculated based on the impact and Urgency setting and is reflected in the Priority Field. All incidents with classified as1-Critical require immediate hierarchical escalation to management.
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Home Page
When you log in to ServiceNow, the first page you see is My Homepage. Here, you can monitor and work with the incidents assigned to you and your group and see Critical Incidents across your IT group. ServiceNow has been setup to provide: Default layout for UBC Ability for users to modify layout and lists Customizable where you can add content through filtering functions.
Left
(application)
Navigator for all Incident activities
Navigating Home
You can get to My Homepage easily from anywhere in ServiceNow. Use the My Home link at the bottom of the left navigator. Use the Home button in the upper right, beside the Logout button.
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Application Navigator
Applications control most of the platform's functionality, and can be navigated using the Application Navigator at the left side of the screen.
A. Navigation Filter: Lets you quickly find a specific application or module. B. Expand and Collapse Applications widgets- The '+' and '-' icons. By clicking these icons, the applications will expand or contract, showing or hiding the modules which are available within. C. Refresh Navigator widget- The refresh arrows icon. By clicking on those arrows it will refresh your list of applications and the modules within them. D. Increase and Decrease Fonts: Change the global font size on all of the pages and menus E. Switch Perspective widget- The down arrow icon. Left click on this arrow to choose a menu list. Each menu list is a different perspective of available applications. You must have the correct role to access the applications or perspectives for them to appear on your drop down list. If a user can't see an application, but they have the right roles to see it, they may have simply switched perspectives.
Lists
Personalizing the List Page
To change the default columns for a list view: 1. From the List Page open the list in the view you wish to modify. 2. Select Personalize List in the upper left corner
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3. Use the slush bucket to select the columns and the order in which you wish them to appear.
4. Select OK to complete
Using Lists
The List Page allows navigating and modifying the contents of a table. To navigate the lists page: 1. From the left (application) Navigator select a List from the menu 2. The selected List will display as a List Page. The records in a list can be manipulated in the list view in the following ways: A. Column headings B. List fields C. List Title Bar
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Show Matching Filter based on the value in the selected field Filter Out Filter out all records that has a matching value in this field. Copy URL to Clipboard To copy a URL of the record to clipboard Assign Label Create new label or assign the selected record to a label. Labels are a way to group like records for easier management. Assign to me - Quickly assign the selected incident to yourself. History this option is currently not available
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Breadcrumbs
Breadcrumbs are found at the top of every list and provide a quick form of navigation.
Breadcumbs are ordered from left to right. So the most general condition is on the far left, and each condition to the right filters more (or gets more specific). Clicking the on a breadcrumb further to the left than the one currently being viewed will remove all of the breadcrumbs to its right. Breadcrumbs can be dismissed with the toggle icon ( ) Right click a breadcrumb for additional navigational options:
Breadcrumb Context Menu Open new window opens the results list for the breadcrumb in a new tab or window. Copy URL To copy a URL of the breadcrumb to clipboard. Copy query Copies to the clipboard the encoded query for the breadcrumb.
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Using Filters
Smart Filter Builder
To access the Smart Filter Interface, click on the will add a new breadcrumb with the new filter. icon, left of the breadcrumbs. Using a smart filter
Saved Filters
In the upper right corner of the list panel there is a dropdown list of available filters labeled "Show". By expanding this list you can quickly navigate to any filters that have been saved and made available to you, or any custom ones you have created yourself.
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There are two ways to access a new Incident Form in ServiceNow. From the left navigator, click Create New - Or From any List of Incidents, click the New button at the top of the list.
A. The Back button and Incident Context menu Click the back button to take you to the last page. Click the down arrow to see the Incident Context menu. B. Required Field - Shows the Field Status Indicator of a mandatory field. There are three other field status indicators as shown in the table below.
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C. D. E. F.
Save - use to save the contents without closing the form Submit - use to save the contents and go to the All list Apply Template - use to apply a template to the incident. Button Functions Includes from left to right: a. Attachments icon click to add an attachment or access already attached documents b. Toggle tabs on/off icon adds or removes tabs (Notes/Related Records sections) c. Collapse all sections icon collapses all sections d. Collapse this section icon collapses the top section
Create Change/ Problem/ Request This functionality has not yet been enabled. Save Saves the contents without closing Incident Form. Templates Apply a template Export Export the contents of the list to Excel, CSV or PDF format Assign Label Create new label or assign the selected record to a label. Labels are a way to group like records for easier management. Copy URL To copy a URL of the record to clipboard
Description Mandatory Required field that is by default. A value must be entered in order to Save or Submit Populated Mandatory Required field that has been populated by system. Field is not editable. Modified Field contains a default value that can be changed. Read-Only Field is not editable, has been pre-populated and is read only.
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Incident Form
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Form Fields
# 1 Field Contact Individual contacting IT support with issue. 2 On Behalf Field allows for delineation between Contact (Individual Calling/submitting Incident) and End User (Individual experiencing incident) details) 3 Incident Raised on behalf of Individual experiencing incident if different from Contact 4 Preferred phone # Contacts preferred Phone # for Incident 5 Preferred Email Contacts preferred Email for Incident 6 Location of Issue Field allows the analyst to capture the location of incident. Not Mandatory 7 Room number Field allows the analyst to record a room/ classroom/ office number for where the incident is occurring 8 9 Department End Users Department information. Service High-level business service / category. Record End Users department information. Change the field in the User form if incorrect. Select the appropriate Service to navigate the service Offering list. Tip: select the appropriate service offering first. The Service field will be populated automatically 10 Service Offering The products/ applications/ systems within a service. Select the appropriate service offering first. The Service field will be populated automatically. If a Service Offering can not be found select *Not listed providing the name of the Service offering within the short description. When applicable select the appropriate Item from the drop down list. Noting not all service offerings will have Items By default the type equals Incident. Use drop down box to select the appropriate type. Options include: Instruction Enter and resolve the contacts name by entering their first and last name or CWL ID if the Incident is being raised by a contact on behalf of another individual.
Enter and resolve the name of the person the incident is being reported for. *The Preferred Phone and Email remain the original contacts. Shows the phone number associated with the contact, if a different number is to be used as a contact for the incident update shows the email associated with the contact, if a different email is to be used as a contact for the incident update Enter and resolve or use the look up function to record the building the issue is located in. Record the room number
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Type
Incident Something I currently use is not working Request I would like to have access to something or Change something How To I have a question Information Request I am looking for direction Password I would like my password reset or changed.
13. Impact The measure of Incidents impact on the environment or how the environments need for the service
Refer to Priority Matrix and select appropriate 1-High, 2-Medium (default) and 3-Low
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Refer to Priority Matrix and select appropriate 1-High, 2-Medium (default) and 3-Low
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Calculated based on Impact and Urgency. * If a priority is equal to 1 Critical escalate immediately and inform a manager. Auto assigned system generated number and can be used as a reference number.
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Populated automatically and is not editable. Shows individual who opened the incident. Populated automatically and is not editable. Shows the date and time of when the incident was opened. By default the type is "phone" will change automatically if an incident is auto generated from email / webform. Choices are: Phone (default), Email, Walkin -Self Service, Webform Update the state as you move through the incident lifecycle to resolve and close. Reference the State table By default the assignment group will equal that of the individual logging the Incident. Change assignment group when functionally escalating By default, the Assigned To is the individual that opened the incident. If they are not in a position to
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State Reflects the state (or status) of the incident as it is being worked on.
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Assignment group Reflects the group that has been assigned the Incident
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Assigned To
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Reflects the Individual analyst currently working on Incident 23 Notification The contacts preferred method of notification 24 Watch List Allows individuals to monitor incidents progress 25 ITIL Watch List Allows individuals to monitor incidents progress and have access to Work notes 26 Short description Incidents short description
resolve the incident assign appropriately through the Assignment Group. this field shows how the contact would like to be contacted for this incident (this field does not drive any automatic emails or SMS messaging). To remove a user notification setting please refer to Update Contact The watch list lets you specify email addresses of individuals who want to receive notice of updates on this incident. The ITIL watch list allows you to specify individuals who want to receive notice of updates, including updates to the Work Notes field. (The notes not visible to the clients). Insert short synopsis of the incident. Tip * If scheduling an appointment with a contact Pre fix short description with Date and time so it is visible from your home page. Log all Incident details and symptoms in the description field. Log all trouble shooting information within the work notes
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Notes (Work Notes) These are internal notes intended to assist with troubleshooting and resolution.
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Notes (Additional Comments) these are notes made that the contact will be able to see. Can be used to interface with the contact.
If there are notes here, they will be included in the Resolved email that is sent to the contact. When Self Service is deployed, these notes will be visible to the contact.
Related Records Relate incidents to one another * to be used for Critical Incidents
This area allows you to relate this incident to a parent incident. See Parent/Child incidents section in Creating a New Incident for more details.
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Creating Incidents
New incident records can be created by ServiceNow automatically (e.g. via a webform submission) or manually by a member of your IT group. Automatically generated incidents are not categorized or assigned and so require special handling. See Managing Incidents from Email and Web Forms for specific details. There are two ways to create a new incident in ServiceNow. 1. From the left navigator, click Create New 2. From any list of Incidents, click the New button at the top of the list.
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3. View any related records by clicking on the Show Related Incidents icon a. In this example, there is one incident open for this contact.
b. By hovering over the Reference icon to the left of the incident number, I can see the details of this incident. Note that the contacts department is shown in the incident details. c. Determine if the existing incident is the same or if any information there can assist in entering this incident more quickly. It may be possible to give the contact an update on an open incident thats in progress, gather more information about an open incident or simply avoid entering duplicate incidents. 4. Determine if the caller is reporting an incident on behalf of someone else. If so, check the On Behalf of checkbox and fill in the Incident is raised on behalf of field and complete the Incident is raised on behalf of field. 5. Verify that the Preferred phone # is correct or update to the correct phone number. 6. Verify that the Preferred Email is correct. If not, update the Preferred Email. a. Updating the Preferred phone # and the Preferred Email changes those values only on this incident. The contacts record itself is not updated. 7. Collect information about the incident. As you ask the client questions, fill in the incident related information, including: a. Short Description b. Description c. Location of Issue d. Room Number 8. Enter the contacts Department. You must select the Department value to continue with Categorization. a. If you looked at any Active Incidents for this client, you might already know their Department. b. If you dont know, ask. 9. From the Department field, tab twice to Service Offering. a. If you know the appropriate Service Offering, use the type-ahead feature. b. If you dont, click the Magnifying Glass icon to open the list of Service Offerings. 10. Service is populated automatically when you enter Service Offering. 11. Select the appropriate Item if applicable. 12. If the incident is a request, tab to the Type field and type R to change to Request. 13. Assess Impact.
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Managing Incidents
Once an incident is created and assigned, the incident lifecycle continues until the incident is resolved then closed. On My Homepage, lists are provided to give you ready access to the incidents you and your group are working on. Use the Assigned to Me list to manage incidents that you are responsible for. Use the My Groups Unassigned Tickets or My Groups Open Tickets (created in Filter Exercises) to manage incidents created by ServiceNow (from Email or Web Form) or to manage your colleagues incidents when necessary. Critical Incidents allows you to stay informed about highest priority incidents from all groups.
Assigning Incidents
By default when you create an incident, the incident is assigned to you. Assignment ensures that someone is taking responsibility for the incident. It facilitates teamwork and helps ensure that no incidents are left unhandled. Assignment is not rigid. If the Assigned To individual is unable to resolve the incident, assessment is required to determine who best to take it from there. If the Assigned To individual is sick, on holidays or is over scheduled, their incidents can be assessed and reassigned as necessary. Proper assignment requires assessment of the issue and sometimes some further investigation. As the individual taking the incident report, you are best suited to resolve the incident until you determine otherwise. As you investigate, you will learn more about the incident you will be able to make an informed assignment decision. There may be some service offerings that require a specific individuals attention. If your workforce works short or infrequent shifts, its important that incidents that cannot be resolved during a shift are reassigned prior to the end of the shift. Different groups have different rules of thumb regarding assignment. Your group needs to determine what works best for you.
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To manage incidents from email 1. From the list My Groups Unassigned Incidents, open the first incident on the list (click the incident number). a. Incidents created from email will be unassigned with a unique or empty Short Description. 2. If the Contact is Guest User, examine the value in the Preferred Email field. If the email reveals a useable name (such as a UBC email address): a. Copy the email onto your clipboard i. I.e. select the email address and use CTRL-C or Command-C ii. Note: when you populate the Contact field, the Preferred Email will be overwritten. You want to preserve the email address of the sender. b. Type the contact name in the Contact field. c. Paste the senders email into the Preferred Email field to save it to this incident. i. Select the Preferred Email field and use CTRL-V or Command-V 3. If the Contact is Guest User but the email address does not reveal a useable name: a. Leave the contact as Guest User 4. Review the Short Description and the Description to determine what the incident is about. a. If more information is required, you may need to contact the sender of the email to request it. b. Use the Email icon in the upper right to write and send an email to the Preferred Email address. The contents of this email are saved in the incident. c. Assign the incident to yourself so you will be notified when the sender replies to the email. 5. In some cases, it might be appropriate to Apply Template. If you know there is a template that covers the reported incident, apply it now. 6. Select the Contacts department a. If this information is not available, choose Arts ISIT as a default. 7. Tab twice to the Service Offering field. Select a Service Offering. 8. Tab to the Item field and select an Item if appropriate. 9. Assess the Impact and Urgency to ensure they fit with the incident being reported. a. Update the values if appropriate. 10. Assess if the Assignment Group is correct. a. If not, assign to the appropriate group. 11. If the Assignment Group is correct, and you are unable to resolve the incident immediately, assign to the appropriate individual in your group. a. If you are gathering additional information from the sender, assign to yourself. 12. If you take any steps to troubleshoot the incident, record those steps in Work Notes. 13. Save or Update
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Hello AVTeam,
A user just filled out our on-line form: first name: Negin last name: Mirriahi phone: department: ISIT os: comments: Hello,
Our printer doesn't work in C105. Could someone please come and take a look?
Thank you, Negin
Impact is 3-Low and Urgency is 2-Medium (defaults) The Contact Type field is set to Webform. If the email has attachments, those are attached to the new incident.
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To manage incidents from a webform: 1. From the list My Groups Unassigned Incidents, open the first incident on the list (click the incident number) having a Short Description of Web Help Desk Form. 2. If the Contact is Guest User, look in the Description field to locate the web form completers first and last name. a. Type the contact name in the Contact field. 3. If there is no match for the contact name provided in the webform: a. Leave the contact as Guest User and proceed. 4. Review the Description to determine what the incident is about. a. If more information is required, you may need to contact the sender of the email to request it. b. Use the Email icon to send an email to the Preferred Email address. The contents of this email are saved in the incident. c. Assign the incident to yourself so you will be notified when the sender replies to the email. 5. Update the Short Description with a brief synopsis of the issue being reported. a. This is used in Email communications and displayed in lists. 6. Select the Contacts department a. The contact may have provided this information in the webform check the Description field. b. If this information is not available, choose Arts ISIT as a default. 7. Tab twice to the Service Offering field. Select a Service Offering. 8. Tab to the Item field and select an Item if appropriate. 9. Assess the Impact and Urgency to ensure they fit with the incident being reported. Update the values if appropriate. Assess if the Assignment Group is correct. If not, assign to the appropriate group. 10. If the Assignment Group is correct, and you are unable to resolve the incident immediately, assign to the appropriate individual in your group. a. If you are gathering additional information from the sender, assign to yourself. 11. If you take any steps to troubleshoot the incident, record those steps in Work Notes. 12. Save or Update.
Phone conversations
If you speak to the contact by phone, take a moment to record the synopsis of the conversation in the incident record. Even if you leave a voicemail, tracking all actions you take regarding an incident greatly facilitates exemplary customer service and teamwork. For instance, if the contact calls you back while you are away from your desk and a colleague takes the call, they are able to look in ServiceNow, see the intention of your call (and perhaps specific questions if you have them) and collect information or otherwise inform the contact.
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Email communications
From any incident form, you can send an email to the Preferred Email of the contact by using the Email icon (in the upper right of the forms title bar). Note: The Preferred Email used is the one stored in the contact data source. If the email address displayed in Preferred Email field on the form is different from that, you will need to change the To: field value.
The email editor opens. Notice that you have the ability to change the email address youre sending to as well as cc, add attachments, format text and check spelling. \
When you send the completed email, its recorded in the Activity section, available to anyone looking at the incident.
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Resolving Incidents
When you find a resolution to an incident and fix the issue, the incidents state is changed to resolved. To resolve an incident: 1. In the incident record, go to the State field and choose Resolved. 2. The Closure Information section is displayed near the bottom of the form.
4. Enter the information about how the incident was resolved into the Closed Notes field. 5. Click Update.
Closing Incidents
Once agreement is received from the contact that the incident is resolved to their satisfaction, the incident is closed. As a rule, the individual who opened the incident is responsible for closing it. If the contact is not available or the support group is unable to confirm with the contact, the incident can be closed in 3 business days. Prior to closing the incident, update the incident record showing all contact attempts. To close an incident: 1. In the incident record, record all attempts to reach the contact. If you are unable to reach the contact, wait 3 business days. 2. Review the content of the incident and assess the Service Offering, Item and Type to ensure they are the best choices. 3. Go to the State field and choose Closed. 38 ServiceNow User Guide ITSM.ubc.ca
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The Callers menu will allow analysts to view the contacts information and any open Incident they currently have logged. 1.
2.
3.
The following fields are updatable: 1. Email updates to the email field will update the preferred email field for all new incidents logged to contact. 2. Business Phone updates to the Business Phone field will update the preferred phone # field for all new incidents logged to contact. 3. Once complete select Update
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Parent/Child Incidents
Parent/child incidents are related incidents. When a parent incident is resolved, the state of the child incidents is also changed to resolved. This functionality allows you to associate a number of child incidents to one parent incident, thereby streamlining the handling organization-wide or large-scale issues where the Help Desk is managing many incidents related to the same issue. In addition, this type of association is most useful when doing Problem Management where its important to know how many incidents resulted from one issue. This information helps prioritize problems based on how many contacts were affected by it. Note: Parent/child associations are not designed to facilitate the implementation of workflow.
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Templates
Templates are useful when there are incidents you deal with commonly. A good example for almost every Help Desk is password resets. In ServiceNow, the administrator can specify the values of fields that can save time on entering repetitive information. Some of those fields are short description, description, impact, urgency, assignment group, assigned to. To see the templates available currently, use the Apply Template button. When you choose a template from the list, all the fields with values specified will be populated. All you need to do then is fill in the rest of the incident form as required and save.
Reporting
The ServiceNow provides tools for collecting data from users, and for displaying and distributing data to users. Reports can be generated by Administrators allow users to generate charts from any data in the database.
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Conditions
A condition is the criteria on which a filter is based. Each condition specifies a field from the Incident table, an operator and a value that you want to match in that field. One example Condition:
Tips
Data Entry
When entering data into a field, Enter the first few letters and you will be prompted with a type ahead Google like feature that will display all records that match. Use mouse to select the correct value from the list displayed If only one is a match, the Tab key will accept that choice and move to the next field A dotted red underline in the field indicates an invalid selection
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Updating Records
There are 2 ways to update a record from the form: Update Button: This will save your changes and close the form. Save: Right click on the toolbar and choose save, thiswill save your changes and keep the form visible.
Activity Log
Activity Log tracks all changes made to an Incident. Click on the arrows to show the number of changes to any given field. You can also filter which fields you would like to see the changes for by using the checkbox. Toggle activity filter
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Templates
Templates are useful when there are incidents you deal with commonly. A good example for almost every Help Desk is password resets. In ServiceNow, the administrator can specify the values of fields that can save time on entering repetitive information. Some of those fields are short description, description, impact, urgency, assignment group, assigned to. To see the templates available currently, use the Apply Template button. When you choose a template from the list, all the fields with values specified will be populated. All you need to do then is fill in the rest of the incident form as required and save.
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Templates are created by the ITIL admin. It is the responsibility of the ITIL admin to review the templates they have created every 3 months to ensure they are relevant. To ensure the list of templates is relevant and manageable it is recommended that templates that have not been used on a regular basis should be deleted. Be strategic; create templates for those service offerings that you are paying particular attention to and want to ensure are logged.
Creating a template
To create a template: 1. Navigate to the form (e.g. Incident > Create New). 2. Right click the form header bar and select Templates> Edit templates
4. The New Template window will appear. Complete the following fields: - Name: Provide a name for the template following Best Practices (Company_ServiceOffering_Type) example: Arts_Passwordreset - Short Description: Provide a brief description of the intended purpose of the template. Example: This template is to be used for the purpose of. logging password resets............................. Image 3.0
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5. Build the template utilizing the input fields. The first column of drop-down menus selects a field to set a value for the second column has an input field (based on the first column) for the desired value. The following table illustrates the recommended fields to select for creating a Template for Incident the quick logging of password problems. Column 1 Incident Form Fields
Department
Example
Arts
Type
Password
Password reset request Example: User experiencing problems accessing X. Requesting a password reset. Resolved
State
List the state the incident should reflect when the template is applied Identify which group will be resolving the incident Identify appropriate code from drop down List typical resolution details or instructions for ITIL users
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6. When complete select Save and Update. The new template should be available when users create a new incident. For this example the ITIL user will only have to Assign a Contact; Service & Service offering.
Reporting
The ServiceNow provides tools for collecting data from users, and for displaying and distributing data to users. Reports allow users to generate charts from any data in the database. Reports can be used as homepage or content gauges, published to a visible URL, or scheduled to be re-run and distributed at regular intervals.
Global Reports
Certain common reports are stored as global reports, accessible from the View / Run module under the Reports application. Selecting any of the global reports will open the Run Report page with the global report's information already filled in. To display and run global reports: 1. Under Reports Click on View/Run module.
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2. Select the desired report from the list. Selecting 'new' report also displays the Run Report page, but with the fields blank.
3. The run report page allows you to tailor reports of different types, using different data. From here, the report can be scheduled to be re-run and emailed at regular intervals, published to a visible URL, transformed into a homepage or content gauge. Tip: Addition information about different report types is available on the ServiceNow Wiki.
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