November 2013 Agenda Guiding Principles 3 Auto Creation of a Query in Servicenow ID: 799170
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Slide1
Service Now Training for Global Stakeholders
November 2013
Slide2Agenda
Guiding Principles …………………………………………………………………………….3
Auto Creation of a Query in Service-now
…..……………………………………..4Self Service – How it Works ……………………………………………………………..5Email Submission – How it Works ……………………………………………………12
Slide3Guiding Principles
All customer queries and issues are logged through the GBS Query Management system – “Service-now” and assigned a QRY number.
Customers will be able to have their queries automatically created and assigned to the appropriate team by sending an email to designated GBS email addresses.
Customers with an SPE ID will also have the option to submit their queries online via Service-now Self Service (https://servicenow.spe.sony.com/). All customer queries and issues received via telephone, personal email address, or fax will be logged manually in Service-now and assigned a QRY number. Customers will be automatically notified via email of a status change of their query.Customers will be able to send follow up emails to Service Now for existing queries.
Important note
: Always reference the query number QRY in the subject line or the body of the email in order to ensure that the communication is tracked properly.
All query communications and changes will be captured within the query.
Customers will have the ability to check the status of their queries online via the “My Requests” option of Service-now.
Slide4Auto Creation of a Query in Service-now
There are two ways that a query can be created automatically:
Self Service
Queries/issues submitted through the Self Service option of Service-now will automatically create a new query and assign it to the appropriate Assignment Group.2. Generic Email addressEmails sent to the designated GBS mailboxes will automatically create a new query and assign it to the associated Assignment Group.
Slide5Self Service – How it works
Customers with access to Service-now can utilize the Self Service option (“GBS/GBS Query” link from their home page) to submit their queries
directly
in Service-now: https://servicenow.spe.sony.com/Once the required fields are populated and the query is submitted it will be assigned to the appropriate support team.Customers will be provided a QRY number for reference.Customers can always view the status of their query online via the “My Requests” link in Service-now.
Slide6Self Service – Basic Navigation
Link to open a query.
Snapshot of any other queries created by the end user.
Slide7Self Service – Query Submission
The user completes the query form.
The required fields are indicated by the red line.
Attachments can be added as needed.Once the query is populated and submitted it will be routed and assigned to the appropriate Assignment Group based on user selections
Slide8Self Service – Query Submission
Immediately upon submission, a message appears notifying the user of their query number.
You w
ill be able to access the query from My Requests once it is created.
Slide9Once submitted, the end user
receives
a confirmation email
.Per the query selections, the request is routed to the appropriate GBS assignment group.Self Service – Confirmation Email
Slide10Self Service – Post Submission
End users will be unable to edit any fields in the query except the Additional Comments field once it has been submitted. Only GBS analysts will have the capability to edit the query fields after submission.
Only editable field for End User
Slide11Self Service – Activity Log
Any changes made by the GBS analyst will be logged in the Activity Log at the bottom of the query Page
Only editable field for End User
Activity Log
Slide12Email Submission – How it Works
Emails sent to the designated GBS mailboxes will automatically create a new query and assign it to the associated Assignment Group.
The email addresses are set up by customer, country, line of business and process.
There are corresponding assignment groups set up based on the GBS team structure and their assigned responsibilities Customers are provided a confirmation email including the QRY number and a link to their logged query in Service-now. Any follow up communication will be logged in Service NowCustomers can always view the status of their query online via the “My Requests” link in Service-now.
Slide13Service-now Email Addresses and Assignment Groups (1/3)
Slide14Service-now Email Addresses and Assignment Groups (2/3)
Slide15Service-now Email Addresses and Assignment Groups (3/3)
Slide16GBS SPE Management Contact Information (1/2)
Slide17GBS SPE Management Contact Information (2/2)
Internal customer
can reach the GBS team using the internal dialing code (7681) followed by the 4 digit extension published in the phone directory on “My SPE” as this results in lower telecommunication costs for SPE.