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?
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

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

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

My Homepage

Left Navigator Returning Home Default Layout, Lists and Filters (Customizable)

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)

Pinnacle (Phone Data)

ServiceNow

HRMS / SIS (Contact and Department Data)

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 Some fields will be pre-populated with information from the webform

Via a webform sent by a customer By an agent when a customer calls in By an agent when a customer walks in

Create new ticket

Incident detection and recording
Select from the left hand menu Search for the customer with For text from the Users list:
*Tickets can also be created using Create New under Incident

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.

You can view customer ticket history here

Create a new ticket by selecting

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 E-mail 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

**Select contact type**

STEP 3
**Log all ticket details and symptoms**

**Prioritize the incident**

*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.

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 High Medium Urgency 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: Closing: Customer says incident can be resolved. Automatically closed after three days of being in Resolved State (No Response from User) Solution was offered. Not confirmed if it worked Customer will receive an automatic notification

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 Options: Attach an existing incident to another ticket (Child -> Parent) Related Records->Incident Number-> Submit Helps Solve problems- Can link common issues together

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

Incident Management Process

42

IT Service Management

Incident Management Process for ServiceNow

Customer details Log ticket details Investigate and diagnose Resolve Close

Start
Walk in Start at Callers 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 May re-assign to new group May escalate by adding user to ITIL watch list Change state Add work notes Add resolution details to close notes Re-assign back to originating agent Add to close notes Select close code Confirm resolution with customer Contact customer to confirm satisfaction

Phone

Self Service

Webform Start Email