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Presentations text content in ServiceNow Training Agenda: Basic Incident and Request
Slide1
ServiceNow Training
Slide2
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
Slide3
IT Service Request System Overview
Help Desk & IT onlyAll new requests in ServiceNow beginning July 11
th
.
HEAT as Reference 30 days
Slide4
Project Phases
Phase 1Incident ManagementService
Request
Phase 2
Employee Self-Service (ESS)
Slide5
What you’ll get out of today’s session
Log Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
Slide6
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)
Slide7
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
Slide8
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
Slide9
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
Slide10
ServiceNow Basics
How to Log in
Navigate
to the follow page:
https
://umassmeddev.service-now.com/Login with your UMass Med network credentials
Slide11
UMMS
ServiceNow Homepages
Standard IT,
Manager, Help
Desk
Banner Frame
Content Frame
Application Navigator
The Edge
Slide12
Incident
Lifecycle – Identify and Log
Create Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
Slide13
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
Slide14
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
Slide15
Incident Lifecycle – Investigate & Diagnose
Log Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
Slide16
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
Slide17
Homepage and Incident Screen
Slide18
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
Slide19
Incident Lifecycle – Escalation
Log Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
Slide20
Incident Lifecycle – Escalation
Log Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
Slide21
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
Slide22
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
Slide23
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
Slide24
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
Slide25
Request Overview
A customer needs “something”Fill out appropriate request form and submitTasks are automatically generated
Slide26
Request Process Overview
Approvers
Requester
Requester
Task Owners
Requester
Slide27
Firewall Exception
Slide28
Order Confirmation
Request Number (REQ)Order process
Stage
Slide29
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
Slide30
Request Task
Request Task created automatically following approvalFirst Task is set to Open
Slide31
Once you locate your assigned Task:
Work
a Task
Document your progress in the Work notes
1
3
2
Slide32
Closure
When all Tasks are marked as complete, the parent Requested Item and Request are set to Completed by the workflow
Slide33
This demonstration will focus on:
Searching
Reporting
Demonstration
Demo
Slide34
http://www.umassmed.edu/it/it-service-management
Slide35
Q & A
Where to get helphttp://
www.umassmed.edu/it/it-service-management
Where you can ‘practice’ with the tool
umassmeddev.service-now.com
Mail is NOT enabledHow to give us your feedback or additional questionscommunication_technologies@umassmed.edu
Download this presentation
DownloadNote - The PPT/PDF document "ServiceNow Training Agenda: Basic Incide..." is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.
Presentations text content in ServiceNow Training Agenda: Basic Incident and Request
ServiceNow Training
Slide2Agenda: 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
Slide3IT Service Request System Overview
Help Desk & IT onlyAll new requests in ServiceNow beginning July 11
th
.
HEAT as Reference 30 days
Slide4Project Phases
Phase 1Incident ManagementService
Request
Phase 2
Employee Self-Service (ESS)
Slide5What you’ll get out of today’s session
Log Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
Slide6Incident 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)
Slide7Roles: 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
Slide8Roles: 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
Slide9Roles: 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
Slide10ServiceNow Basics
How to Log in
Navigate
to the follow page:
https
://umassmeddev.service-now.com/Login with your UMass Med network credentials
Slide11UMMS
ServiceNow Homepages
Standard IT,
Manager, Help
Desk
Banner Frame
Content Frame
Application Navigator
The Edge
Slide12Incident
Lifecycle – Identify and Log
Create Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
Slide13Category 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
Slide14Priority = 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
Slide15Incident Lifecycle – Investigate & Diagnose
Log Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
Slide16Exercise # 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
Slide17Homepage and Incident Screen
Slide18Scenario:
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
Slide19Incident Lifecycle – Escalation
Log Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
Slide20Incident Lifecycle – Escalation
Log Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
Slide21E-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
Slide22Incident 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
Slide23Apply 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
Slide24Scenario:
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
Slide25Request Overview
A customer needs “something”Fill out appropriate request form and submitTasks are automatically generated
Slide26Request Process Overview
Approvers
Requester
Requester
Task Owners
Requester
Slide27Firewall Exception
Slide28Order Confirmation
Request Number (REQ)Order process
Stage
Slide29Request 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
Slide30Request Task
Request Task created automatically following approvalFirst Task is set to Open
Slide31Once you locate your assigned Task:
Work
a Task
Document your progress in the Work notes
1
3
2
Slide32Closure
When all Tasks are marked as complete, the parent Requested Item and Request are set to Completed by the workflow
Slide33This demonstration will focus on:
Searching
Reporting
Demonstration
Demo
Slide34http://www.umassmed.edu/it/it-service-management
Slide35Q & A
Where to get helphttp://
www.umassmed.edu/it/it-service-management
Where you can ‘practice’ with the tool
umassmeddev.service-now.com
Mail is NOT enabledHow to give us your feedback or additional questionscommunication_technologies@umassmed.edu