ServiceNow Training Agenda: Basic Incident and Request PowerPoint Presentation, PPT - DocSlides

ServiceNow Training

Agenda: Basic Incident and Request

Introduction

Overview of project

Incident Fulfillment

ServiceNow

Follow the Incident Lifecycle through

ServiceNow

Exercises

Overview of Requests

Queries

& Reporting

Questions

& Answers

IT Service Request System Overview

Help Desk & IT onlyAll new requests in ServiceNow beginning July 11

th

.

HEAT as Reference 30 days

Project Phases

Phase 1Incident ManagementService

Request

Phase 2

Employee Self-Service (ESS)

What you’ll get out of today’s session

Log Incident

Categorize & Prioritize

Investigate & Diagnose

Escalation

Resolve & Close

Incident vs Request

Incident

Something’s Broken or I Need Help

EITHER the INC or TASK number in your work

Request

I Need “Something”ONLY the TASK number in your work

Requested Item (RITM)

Task (TASK)

Task (TASK)

Incident (INC)

Task (TASK)

Task (TASK)

Roles: First Line – Initial Contact

The first person contacted by an end-user (regardless of title) is the First Line. This person is expected to:

Open the ticket

Gather and analyze relevant information

And either:

Resolve the issue, or

Escalate the ticket to a more appropriate member of that team or another group

Roles: Assignee

The member of the group who:

Works the Ticket

Documents what is done

Communicates progress to the customer

And either:

Resolves the issue, or

Escalates the ticket to a more appropriate member of the group or a more appropriate

group

Roles: Queue Manager

Queue Manager or Open Queue?

Regardless, for

tickets escalated to the group, the Queue Manager or the

Designee

is accountable for:

Their timely assignment or

acceptance

Ensuring that they are worked effectively and efficiently

ServiceNow Basics

How to Log in

Navigate

to the follow page:

https

://umassmeddev.service-now.com/Login with your UMass Med network credentials

UMMS

ServiceNow Homepages

Standard IT,

Manager, Help

Desk

Banner Frame

Content Frame

Application Navigator

The Edge

Incident

Lifecycle – Identify and Log

Create Incident

Categorize & Prioritize

Investigate & Diagnose

Escalation

Resolve & Close

Category and Sub-Category

Choose Category

Sub-Category filters to available choices

Application

Audio Visual

Computer Support

Email

File Share

Login Issue

Network/Server

Phone Support

Printer Support

Security

UMMHC

DownError

Login IssuePerformance IssueFile Transfer IssueAssistance

Category

Sub-Category

Priority = Impact + Urgency

Impact

High - Organization Wide

Medium - Group Impacted

Low - Single User Affected

Urgency

1 – Cannot Do Any Work

1 - Critical

2 - High

3 - Moderate

2 – Work impacted - No Workaround

2 - High

2 - High

4 - Normal

3 – Work impacted - Workaround Available

3 - Moderate

4 - Normal

4 - Normal

Incident Lifecycle – Investigate & Diagnose

Log Incident

Categorize & Prioritize

Investigate & Diagnose

Escalation

Resolve & Close

Exercise # 1

This exercise will focus on Identifying, Logging, Categorizing & Prioritizing, and Investigating & Diagnosing a new Incident

Enter

the following URL:

https://umassmeddev.service-now.com

Log Incident

Categorize & Prioritize

Investigate & Diagnose

Escalation

Resolve & Close

Homepage and Incident Screen

Scenario:

Create an Incident and pick the person next to you as the customer.Open an Incident with all required fields and save it

Change the impact and urgency and note how priority changes

Attach a document to the Incident

Add your boss or co-worker to the customer watch list

Send an e-mail to the customer

Go to the home page, click on <Watched Incidents>

Open the ticket you just created

Change the Assignment Group to your own group, if not already there

Instructions

Incident Lifecycle – Escalation

Log Incident

Categorize & Prioritize

Investigate & Diagnose

Escalation

Resolve & Close

Incident Lifecycle – Escalation

Log Incident

Categorize & Prioritize

Investigate & Diagnose

Escalation

Resolve & Close

E-mail Communication

Be professional

Ensure

the subject line clearly identifies the

content

Begin with a salutation

No technical jargon

Remember that you may be sending mail to readers with varying levels of expertise

Keep messages succinct

Use short paragraphs and double

spacing between

them

Use

bullets and headings where appropriateWrite as you would speak

Speak the message out loud to hear how it soundsPut the most important items

firstDo not rely on spell-check to spot

misspellingsCarefully proofread all messages

Incident Lifecycle – Resolve & Close

Update:

Ensure Category, Impact, and Urgency still appropriate

Comment:

Document Resolution Notes (not customer visible)

Link:

Ensure any related records are linked

Resolve:

Update status to resolved

Close code

Close notes

Email

automatically sent to Customer

Valid “Customer” e-mail required

Link to

reopenClose: Ticket automatically closed after 3 days

Tickets can not be reopenedSurvey

link sent to all

Valid “Customer” e-mail required

Log Incident

Categorize & Prioritize

Investigate & Diagnose

Escalation

Resolve & Close

Apply UMMS Values to Your Work!

Take personal responsibility for resolving the situation.

Tell the customer what you are going to do to solve the problem.

3

day – 3

wayContact within 1 business

day

Focus on what you CAN do.

Escalate

Find out who can help by reaching out to other teams.

Follow through and uphold any commitments you made to the customer.

When handling sensitive, difficult, complex or emotional issues, direct person-to-person contact, i.e. phone, is best.

U

ser-focused

Innovative

CollaborativeOpen

Scenario:

You are going to resolve your open Incident.Open an Incident from your Watched Incidents list. If you do not have an Incident opened that is assigned to you, create one.

Once you have opened the Incident from your Watched Incidents list, click on the “Resolved” button.

Complete the mandatory resolution fields. (

Hint: look for the Resolution Information tab

)Enter <Resolution Notes>Save the record

Instructions

Request Overview

A customer needs “something”Fill out appropriate request form and submitTasks are automatically generated

Request Process Overview

Approvers

Requester

Requester

Task Owners

Requester

Firewall Exception

Order Confirmation

Request Number (REQ)Order process

Stage

Request Fulfillment Modules

Number

Prefix

Record

Type

Description

REQ

Request

Information about the order and

relationships to all the ordered items (i.e. a

Shopping Cart)

RITM

Item

Item

that was ordered including its

relationships to all the tasks needing to be fulfilled to deliver the item successfullyTASK

TaskWork to be done to fulfill the order of a particular item

Request Task

Request Task created automatically following approvalFirst Task is set to Open

Once you locate your assigned Task:

Work

a Task

Document your progress in the Work notes

1

3

2

Closure

When all Tasks are marked as complete, the parent Requested Item and Request are set to Completed by the workflow

This demonstration will focus on:

Searching

Reporting

Demonstration

Demo

http://www.umassmed.edu/it/it-service-management

Q & A

Where to get helphttp://

www.umassmed.edu/it/it-service-management

Where you can ‘practice’ with the tool

umassmeddev.service-now.com

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