Huit Functional Tech Spec V11a

Functional and Technical
Specification
Incident Management
Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington
Functional/TechnicalSpecification
HUIT_Functional_TechSpec_v11a.docx
March8,2013
Version11.0
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Specification
Incident Management
Revision:11.0
Document Control
Revision
Description
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Date
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addauthentication,bulkdataloadapproachand
parameters.
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10.0
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J.Worthington
3/8/13
R.Lo
2/22/13
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Specification
Incident Management
Revision:11.0
Table of Contents
Introduction.............................................................................................................................4
FunctionalDesignScope..........................................................................................................4
IncidentManagementApplication...................................................................................................4
ScreenDesign&FieldSpecifications........................................................................................4
ScreenDesign...................................................................................................................................4
StatusDiagram......................................................................................................................14
Notifications..........................................................................................................................15
Confirmationemail(frominboundemail/portal)..........................................................................15
Assignedtoagroupemail..............................................................................................................16
Assignedtoanindividualemail......................................................................................................17
Resolutionemail............................................................................................................................18
SurveyQuestions...................................................................................................................20
Reports..................................................................................................................................21
IncidentManagement....................................................................................................................21
GenericRequests...........................................................................................................................27
IntegrationRequirements......................................................................................................28
EventDrivenIntegrations...............................................................................................................28
BatchLoadedIntegrations.............................................................................................................29
Authentication...............................................................................................................................30
TechnicalDesignRequirements.............................................................................................30
WorkflowConfigurationRequirements..........................................................................................30
EmployeeSelfService(forIncidents&GenericRequests)..............................................................32
Appendix...............................................................................................................................36
Approval................................................................................................................................36
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Specification
Incident Management
Revision:11.0
Introduction
ThisFunctionalandTechnicalSpecificationhasbeenpreparedforServiceNowtofacilitatethedesign
andimplementationoftheServiceNowITSMapplicationsuiteforHUIT.
FunctionalDesignScope
TheinitialdesignoftheHUITIncidentManagementprocesswillincludeanybreak/fixissuesassociated
withcustomersofteamsthatarealreadyusingHUITRemedy,includingsomedepartmentalteamssuch
asCampusServices,LibraryServicesandtheDivinitySchool.
Additionally,theinitialimplementationofIncidentManagementmustincorporateagenericrequest
process,whichwillincrementallyaddspecificstandardservicerequestmodelsovertimeaftertheJune
golivedate..
BothIncidentsandRequestswillbecomingthroughphone,email,aselfserviceportalandwalkinsto
theServiceDesk.
ItisimportanttounderstandthattheinitialreleaseofIncidentManagementisintendedtoestablisha
standardIncidentManagementprocessbyJune2013,andthatfutureimprovementcycleswillupdate
capabilities(otherprocessand/orapplicationintegration)overtime.Theinitialdeployment(June
2013)ofServiceNowisPhase1andintendedtobegintoestablishastandardIncidentManagement
processacrossHUIT.Somefeaturesoftheapplication(suchastaskrecordsforIncidentManagement)
willbeprovidedafterastandardprocesshasbeenachieved.
IncidentManagementApplication
HUITsIncidentManagementprocessisdescribedintheIncidentManagementProcessDescription.The
HUITapplicationforIncidentManagementisServiceNow.InformationabouttheServiceNow
applicationcanbefoundontheServiceNowWikisite:
http://wiki.servicenow.com/index.php?title=Main_Page
ScreenDesign&FieldSpecifications
ScreenDesign
Overview(Home)Pages
Thefollowinghomepageswereidentifiedwiththecontentdesiredforeach:
TechnicalResources&Analysts(Tier1&2)(includingtheServiceDesk)
o MyWork
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Specification
Incident Management
StuffIneedtopickup(Unassignedtomygroup)
o
o
o
TicketsbyGroup
Breachedticketsbygroup
MajorIncidents/HighPrioritybygroup
Management
Header
Welcome: [ROLE NAME]
Naviga on
Content Block
Content Block
BreachedTicketsbyGroup
Content Block
MajorIncidents/HighPriority
byGroup
Content Block
Content Block
Content Block
TicketsbyGroup
Footer
ServiceOwner
o NumberofIncidentsbyservice
o Numberofincidentsbyprioritybyservice
TheServiceOwnermayalsobeaManager;theywouldneedtochoosewhichHomePagethey
wouldliketouse.
AssignmentGroupManager
o Whateachpersonisdoing
o Whatisinmyqueue
o Mygroupsoldesttickets
o Breachedserviceleveltargets
Figure1illustratestheHUITstyleguideline.Area1isfornavigation(levels24),area2isforthemain
contentandarea3isforinformationsnippetssuchasnews,ticketsummarycounts,etc.
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Specification
Incident Management
Header
Naviga on
Content Block
Content Block
Content Block
Area1
Content Block
Content Block
Content Block
Area2
Area3
Footer
Figure1StyleGuideline
TheHUITbrandingguidelinesarelocatedhere:
http://isites.harvard.edu/fs/docs/icb.topic937886.files///HUIT%20Guidelines%2072511.pdf
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Specification
Incident Management
Revision:11.0
Servicedeskrep(FirstLine)
Figure2illustratesthehomepagefor1stTiersupport,includingtheServiceDesk.NOTE:Individualsmay
settheirhomepagetoaprimaryIncidentorRequestscreenaswell(i.e.,CreateNewIncident,Assigned
toMe,etc.)
Contact
SelfService
My Work
News
Service Desk
u
Incident
ITIL Summary
Counts
Problem
Change
Reports
Config ra on
My Groups Work
Service Catalog
Cri cal Items

Overdue Items
Items Opened >
1 Week
Reports
BSM Map
Social IT
Open Items by
Escala on Graph
Figure21stTier&ServiceDeskHomePage
Area1NavigationContentBlock
FieldName
Description
IncidentManagement DropdowntonavigatetoIncidentscreens
CreateNew
Assignedtome
MyGroupsWork
Open
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Specification
Incident Management
Revision:11.0
OpenUnassigned
Resolved
Closed
All
MyWork
Reports
DropdowntonavigatetoReportsscreens
View/Run
ScheduledReports
ITILKPIReports
SummarySets
Table11stTier&ServiceDeskHomePageFields
Hidden:Problem,Change,Configuration,ServiceCatalog,BSMMap,SocialIT
Area2(MainContent)
Themainblockwillcontaintwocontentblocksasdescribedbelow.
MyWork/MyGroupsWorkAlistblockwiththefieldsdescribedbelow;generatesalistoflinks
dynamicallybyqueryingatablethatprovidesalltheworkassociatedwiththeindividual/group.When
theuserclicksalink,theassociatedcontentrendersinadetailpagebasedonitscontenttype.
Eachlineinthelisthasacheckboxforselectingmultiplerows,andaninformationbuttonthatwillpop
uptheIncidentcontentboxforthelineitem.
FieldName
Description
IncidentNumber
ShortDescription
Autogeneratednumber.CanmasktoNumber
Text
NameofpersoninitiatingtheIncident;maskedasCaller
Contact
Table21stTier7ServiceDeskHomePageListBlockDataFields
Area3InformationSnippets
Thesnippetsblockwillcontainthreecontentblocksasdescribedbelow.
OpenItemsbyEscalationGraph(Contentderivedfromthesystem)
NewsThisdisplayslivefeedsandnewsaboutoutages,etc.(Contentderivedfromthesystem)
ITILSummaryCountsThisprovidesrealtimecountersfor:CriticalItems(Openitemsthathavea
priorityofHighand/orMajorIncident),OverdueItems(Openitemsthathaveattainedanoverdue
escalationvalue)andItemsopenedforgreaterthan10businessdays(Itemsthathavestayedopenfor
longerthana10businessdays).
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Specification
Incident Management
IncidentScreen(maincontentarea)
TheIncidentscreencontainsthefollowingcontentblocks:
Incident
Notes
Worknotes
Closureinformation
Relatedrecords
Submit/Resolve
Figure6illustratesthemaincontentblocksandrelatedfieldsfortheIncidentblock.
AdditionalFields:
Incident/RequestIncidentsbySameContact
Symptom/OperationIncidentsbySameCategory
Related Incidents
Figure3IncidentContentBlock
IncidentBlockFIELDS
FieldName
Description
IncidentNumber
Autogeneratednumber.Defaultmaskis
Number
ShortDescription
Text
IncidentManagement DropdowntonavigatetoIncidentscreens
Contact
Includesalltheusercontactinformation
ConfigurationItem
Incident/Request
ServiceCategory
(includingHUID).Autofilledtotheextent
possible.Alsostorealternatecontactinfo.
RenamedfromCaller.
Optionalfield.Lightweightwaytohandle
HUITRemedyProductfields
Dropdowntoselecttypeofticket (defaultis
Incident)IfRequest,transfertoRequest
screen.
SeparatelineontheIncidentform. Renamed
fromCategory.
Type
String
Required
Open
Close
Y
Y
Text
Reference
Reference
Y
Y
Y
Y
Y
Y
Reference
Reference
Reference
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Specification
Incident Management
Service
Impact
Dropdown/search,optionsdependonthe
Reference
servicecategoryselected.Separatelineonthe
Incidentform.Renamedfromsubcategory.
Dropdown,optionsdependonwhetheritis
Reference
anincident/request.Separatelineonthe
Incidentform.Ifthereisadefaultescalation
groupassociatedwiththeServiceorSymptom,
itshouldautopopulatethefiledontheform.
Dropdown,defaultto4 Individual
Reference
Urgency
Dropdown,defaultto2 Workdegraded
Symptom/Operation
Priority
Openedby
ContactType
State
AssignmentGroup
AssignedTo
RelatedIncidents
Incidentsbysame
contact
Incidentsbysame
category
Y
Y
Y
Y
Y
Y
Reference
Reference
Reference
(Calculatedfromimpactandurgency seethe Reference
PriorityMatrixinProcessDescription);ifVIP,
raisePrioritybyafactorof1.
Autofilledbasedonloginprofileofperson
enteringtheticket
Dropdownchoices:
Phone
Email
Portal
DirectEntry(walkin)
Dropdownchoices:
Newjustreceived,nottouched
Unassignedhasgroup,bynoindividual
Assignedhasagroup,hasanindividual
Onhold(seepolicy)
Resolvedonlythepersonassignedcan
resolvetheIncident
ClosedverifiedORautomaticallyclosesafter
5days
Cancelledfromanystatus
Ifnotresolvedbyfirstlinegroup,thedefaultis
basedoncategory/service/symptom
NameofindividualthattheIncidentis
assignedto
Relatedincidentsarenotkeptinsync.Should
beabletoselectclosedincidents.
ListfieldofIncidentsbysamecontact
ListfieldofIncidentsbysamecategory
Table3IncidentBlockFields
ScreenIconsandControls:
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Specification
Incident Management
Upperleft(greenarrow)buttonnamedIncident
o Adropdownfieldwiththefollowingchoices;(Problem,Request,Change;thesefields
willbehidden)
UpperLeftIncidentControlDropDownSelectLists
Incident
Comments
Incident/Export Incident/Assign
Label
Save
PDF(portrait)
CreateChange PDF(Landscape) New
CreateProblem
CreateRequest
CopyURL
OpensNewLabelpopup
window,Pleaseenternamefor
thenewlabel
Table4FieldsIncidentControlDropDownFields
Figure7illustratestheNotescontentblock
Figure4Notescontentblock
NotesBlockFIELDS
FieldName
Required
Open
Close
Description
Type
CustomerWatchList
Multiplepeoplethatareautomatically
informedofactivityontheticket;defaultfield
maskisWatchList
Icon
ITWatchList
informedofworknotesassociatedwiththe
ticket;defaultfieldmaskisWorknoteslist
Icon
CommentsforCustomer
Multilinetextbox.Aninprogressmessageis
enteredintothisfield.Emailsgotocontact
andindividualsonthecustomerwatchlist.
DefaultfieldmaskisAdditionalcomments
Text
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Specification
Incident Management
(Customervisible)
Table5NotesBlockFields
Figure8illustratestheWorknotesBlock
ADD:SensitiveNotesField
Figure5Worknotes
WorknotesBlockFIELDS
FieldName
Description
Type
Required
Open
Close
WorkNotes
Multilinetextbox.EmailsgotoITwatchlist.
Text
SensitiveNotes
Removed
Text
FirstLineknowledge
sharingopportunity
Checkbox
Checkbox
FirstLineopportunity
notes
Multilinetext
Text
Type
Required
Open
Close
N
N
Table6WorknotesBlockFields
Figure9illustratestheClosureinformationBlock
Figure6Closureinformation
ClosureinformationBlockFIELDS
FieldName
Description
Knowledge
FIELDWILLBEHIDDEN
Closedby
CloseCode
Closenotes
Closed
Autofillbasedonloginofpersonclosingthe
ticket.
FIELDWILLBEHIDDEN
Autofillbasedonclosureorifstatushasbeen
Checkbox
Reference
Reference
Text
Date
N
N
N
Y
N
Y
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Specification
Incident Management
Resolvedformorethan5businessdays
Table7ClosureinformationBlockFields
Figure10illustratestheRelatedRecordsBlock(hidden)
Figure7RelatedRecords(Hidden)
FieldName
Problem
ChangeRequest
CausedbyChange
Description
Hidden
Hidden
Hidden
Table8RelatedRecordsBlock(hidden)
Figure11illustratetheSubmit/ResolveIncidentBlock
Figure8Submit/ResolveIncident
Submit/ResolveIncidentBlockFIELDS
FieldName
Description
Submit
Buttontorecorddataonform
ResolveIncident
Buttonrequiredtochangestateto
Resolved
Type
Required
Open
Close
Y
Y
N
N
Table9Submit/ResolveIncidentBlockFields
OtherFunctionality:
Wewouldtoseeoneofthefollowingfunctionalities:
1. ASavebuttonthatupdatesthecurrentformbutkeepstheuseronthecurrentform
view.ThedefaultUpdatebuttonwouldbehiddenorremoved.
2. Ifitdoesnotbreakfunctionalityinotherforms,theUpdatebuttoncouldberenamed
Save&Returntosavetheupdatetotheformandreturntheusertotheirdefault
view,andaSavebuttonaddedtosavetheupdatetotheformbutkeeptheuseron
thecurrentform.
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Specification
Incident Management
Revision:11.0
StatusDiagram
New
Status automatically set to
Unassigned when the
Assignment Group is changed.
Note: for phone or walk-ins, the
status remains at New when
the Assignment Group is
completed for the first time.
Open Statuses
Unassigned
Status automatically
set to Unassigned
and Assigned To
field is blanked when
the user clicks the
link in the Resolved
Notification email
indicating Incident is
not resolved.
On Hold Statuses
(SLO clock is stopped)
Status automatically set

to Assigned when
user updates replies in
Portal or via Email.
Status automatically set to

Assigned when the
Assignment To field is
changed.
On-Hold
Waiting for User
On-Hold
Waiting for Approval
Assigned
Status can only be changed
to Resolved if all tasks are
Closed .
On-Hold
Waiting for Vendor
Resolved
After5BusinessDays
Status automatically
set to Closed after
24 business hours.
Closed
Cancelled
Figure9StatusDiagram
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Specification
Incident Management
Revision:11.0
Notifications
TriggersforCustomeremails:
Openticket
Entryincustomernotesfield(needexample)
Resolution
Thesystemwillhavethecapabilitytoopen/closeaticketwithoutsendingacustomere
mail/notification.
Confirmationemail(frominboundemail/portal)
Your support request has been received and Case ID [Incident Number], has
been created
Dear[RequestorName],
ThankyouforcontactingHarvardUniversityInformationTechnology.Yourrequestforassistancehas
beenreceivedandtheCaseIDislistedbelowintheeventyouneedtomakereferencetoitinfuture
communication.
CaseID:[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)
Summary:[ShortDescription]
PleaseretainyourCaseIDforreferencepurposes.
Ifyouhaveaquestionaboutyoursupportrequest,orwouldliketoprovidemoreinformation,please
contactHUITSupportServicesat6174957777.ForanUrgentissue,calltheServiceDeskwhen
resourcesareavailabletograntaccessand/orassistindiagnosisandtroubleshooting.
Sincerely,
HarvardUniversityInformationTechnology
HUITSupportServices
CentralAdministrationSupport(617)4958411
FASSupport(617)4959000
HUITSupport(617)4957777
ithelp@harvard.edu
http://huit.harvard.edu
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Specification
Incident Management
Revision:11.0
Figure10CurrentConfirmationemail
Assignedtoagroupemail
From:HUITSupportCenter<ithelp@harvard.edu>
Subject:Incident[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeen
assignedtoyourgroup'[AssignmentGroup]'Priority:[Priority]Summary:[ShortDescription]
Date:January29,20132:46:01PMEST
To:"[AssignedTo]"<[AssignedToemail?]>
ReplyTo:HUITSupportCenter<ithelp@harvard.edu>
[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeenassignedtoyourgroup
[AssignmentGroup].
ServiceType:[Incident/Request]
Priority:[Priority]
Name:[AssignedTo]
Location:[AssignedtoLocation?]
[LINK?]
https://remedy.fas.harvard.edu/arsys/forms/fasitrem
ars.fas.harvard.edu/HPD%3AHelp+Desk/?qual='Case%20ID*%2B'%3D%22INC000000556194%22
(Example)
Notes:[CommentsFROMUser?]
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Specification
Incident Management
Revision:11.0
Assignedtoanindividualemail
From:HUITSupportCenter<ithelp@harvard.edu>
Subject:Incident[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeen
assignedtoYOU.Priority:[Priority].Summary:[ShortDescription]
Date:January29,20132:46:01PMEST
To:"[AssignedTo]"<[AssignedToemail?]>
ReplyTo:HUITSupportCenter<ithelp@harvard.edu>
[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeenassignedtoyou.
ServiceType:[Incident/Request]
Priority:[Priority]
Name:[AssignedTo]
Location:[Location?]
[LINK?]
https://remedy.fas.harvard.edu/arsys/forms/fasitrem
ars.fas.harvard.edu/HPD%3AHelp+Desk/?qual='Case%20ID*%2B'%3D%22INC000000556194%22
(Example)
Notes:[CommentsFROMUser?]
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Specification
Incident Management
Revision:11.0
Resolutionemail
Your support request, [Incident Number], has been resolved

Dear[RequestorName],
Yoursupportrequest,[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeen
resolved,summarizedas[ShortDescription].
Thetechnicianaddedthefollowingmessageatresolution:[CloseNotes]
Westrivetoprovideexcellentcustomerservicetoallofourclients.Ifyoufeelyourissuehasnotbeen
resolved,oryouhavereceivedthismessageinerror,pleasecontactusforassistanceviaemailat
ithelp@harvard.eduorbyphoneat6174957777.
Sincerely,
HarvardUniversityInformationTechnology
HUITSupportServices
CentralAdministrationSupport(617)4958411
FASSupport(617)4959000
HUITSupport(617)4957777
ithelp@harvard.edu
http://huit.harvard.edu
Wasthishelpful?
SurveyLink: https://remedy.fas.harvard.edu/arsys/shared/FollowupSurvey.jsp
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Specification
Incident Management
Revision:11.0
Figure11CurrentResolutionemail
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Specification
Incident Management
Revision:11.0
SurveyQuestions
SurveyLink:
https://remedy.fas.harvard.edu/arsys/shared/FollowupSurvey.jsp
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Specification
Incident Management
Revision:11.0
Reports
TheCriticalSuccessFactors(CSF)andKeyPerformanceIndicatorsoutlinedintheProcessDescription
shoulddrivestandardreportingfortheprocessatthistimeandarelistedbelow.
IncidentManagement
ReportTitle: AverageResolutionTime
MeantimetoachieveIncidentresolutionorcircumvention,brokendownbyimpactcode
Service
1University
Wide
2Multiple
Groups
Ave.resolution
time
Ave.resolution
time
Ave.resolution
time
Ave.resolution
time
ServiceB Ave.resolution
time
Ave.resolution
time
Ave.resolution
time
Ave.resolution
time
TotalAllServices Ave.resolution
time
Ave.resolution
time
Ave.resolution
time
Ave.resolution
time
ServiceA
3SingleGroup
4Individual
ReportTitle: FirstCallClosureReport
PercentageofIncidentsclosedbytheServiceDeskwithoutreferencetootherlevelsofsupport(often
referredtoasfirstpointofcontact)
ServiceName
TotalAllServices
TotalIncidents
PercentofTotalClosedonFirst
Call
ServiceA TotalIncidentsperperiod
%oftotalIncidentsperperiod
closedonfirstcall
ServiceB TotalIncidentsperperiod
closedonfirstcall
TotalIncidentsperperiod
closedonfirstcall
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Specification
Incident Management
Revision:11.0
ReportTitle: IncidentVolume
TotalnumbersofIncidents(asacontrolmeasure)
ReportTitle: IncidentBacklog
SizeofcurrentIncidentbacklogforeachITService
ChangetoService
Figure12IncidentBacklog(NumberofIncidentsbyService)
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Specification
Incident Management
ReportTitle: MajorIncidents
NumberandpercentageofMajorIncidentsforeachITService
ServiceName
TotalAllServices
TotalIncidents
PercentofTotalClosedonFirst
Call
ServiceA TotalMajorIncidentsperperiod
%oftotalMajorIncidentsper
periodclosedonfirstcall
ServiceB TotalMajorIncidentsperperiod
TotalMajorIncidentsperperiod
ReportTitle: CustomerSatisfaction
Averageuser/customersurveyscore(totalandbyquestioncategory)
<mockupofcurrentHUITreport>(ShouldweputsamplereportsintheAppendixoralink)
ReportTitle: SurveyResponseRate
Percentageofsatisfactionsurveysansweredversustotalnumberofsatisfactionsurveyssent
Students
Faculty
Staff
#surveyssent #surveysanswered
ResponseRate%
ResponseRate%
ResponseRate%
ReportTitle: IncidentTargets
PercentageofIncidentsassignedwithinagreedtime(Incidentresponsetimetargetsmaybespecifiedin
SLAs,forexample,byimpactandurgencycodes)
ProductionIncidents
Priority
1MajorIncidents
TotalIncidents
TotalIncidents
#Incidents&%of
Incidentsmeeting
assignmenttarget
#Incidents&%of
#Incidents&%of
Incidentsmeeting
resolutiontarget
#Incidents&%of
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Specification
Incident Management
Revision:11.0
Incidentsmeeting
assignmenttarget
Incidentsmeeting
resolutiontarget
TotalIncidents
#Incidents&%of
Incidentsmeeting
assignmenttarget
#Incidents&%of
Incidentsmeeting
resolutiontarget
TotalIncidents
#Incidents&%of
Incidentsmeeting
assignmenttarget
#Incidents&%of
Incidentsmeeting
resolutiontarget
TotalIncidents
#Incidents&%of
Incidentsmeeting
assignmenttarget
#Incidents&%of
Incidentsmeeting
resolutiontarget
TotalIncidents
#Incidents&%of
Incidentsmeeting
assignmenttarget
#Incidents&%of
Incidentsmeeting
resolutiontarget
TotalIncidents
#Incidents&%of
Incidentsmeeting
assignmenttarget
#Incidents&%of
Incidentsmeeting
resolutiontarget
2High
TotalIncidents
#Incidents&%of
Incidentsmeeting
assignmenttarget
#Incidents&%of
Incidentsmeeting
resolutiontarget
3Moderate
TotalIncidents
#Incidents&%of
Incidentsmeeting
assignmenttarget
#Incidents&%of
Incidentsmeeting
resolutiontarget
4Normal
TotalIncidents
#Incidents&%of
Incidentsmeeting
assignmenttarget
#Incidents&%of
Incidentsmeeting
resolutiontarget
2High
3Moderate
4Normal
DesktopIncidents
Priority
1MajorIncidents
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Specification
Incident Management
Revision:11.0
ReportTitle: AssignmentAccuracy
NumberandpercentageofIncidentsincorrectlyassigned(reassignedatleast3times)
ChangetoService
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Specification
Incident Management
Revision:11.0
ReportTitle: CategorizationAccuracy
NumberandpercentageofIncidentsincorrectlycategorized
ChangetoService
ReportTitle: ServiceDeskWorkload
NumberandpercentageofIncidentsprocessedperServiceDeskagent
Agent
TotalIncidentsinperiod
%oftotalIncidentsinperiod
Incidentbacklogfilteredby[AssignmentGroup]
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Specification
Incident Management
GenericRequests
ReportTitle:
RequestHandlingTime
Themeanelapsedtimeforhandlingeachtypeofservicerequest
GenericRequests
RequestType
AveragetimetoFulfill
RequestType
Urgent
High
Medium
Normal
Urgent
High
Medium
Normal
DesktopRequests
AveragetimetoFulfill
ReportTitle:
RequestTargets
Thenumberandpercentageofservicerequestscompletedwithinagreedtargettimes
Generic
RequestType
Urgent
High
Medium
Normal
Desktop
RequestType
Urgent
High
Medium
Normal
TotalNumberofRequests
NumberwithinTarget %withinTarget
TotalNumberofRequests
NumberwithinTarget %withinTarget
ReportTitle:
ServiceDeskFulfillment
PercentageofservicerequestsclosedbytheServiceDeskwithoutreferencetootherlevelsofsupport
(oftenreferredtoasfirstpointofcontact)
TotalRequests
TotalRequestsAssignedtoServiceDesk
ReportTitle:
RequestVolume
(filterw/oescalation)
Totalnumberofrequests(asacontrolnumber)
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Specification
Incident Management
ReportTitle:
Revision:11.0
RequestUserSatisfaction
Levelofusersatisfactionwiththehandlingofservicerequests(asmeasuredinsomeformofsatisfaction
survey)
ReportTitle:
RequestBacklog
Thesizeofthecurrentbacklogofoutstandingservicerequests
AssignmentGroup
OpenRequests
Daily
Weekly
Monthly
IntegrationRequirements
EventDrivenIntegrations
InboundEmail
(Foroutboundemail/notificationseethesection,Notifications)
Fromusers
Create/UpdateIncident
Students,FacultyandStaffwillneedtobeabletoopenIncidentsandGenericRequestsviaEmail.The
systemmustassociatetheemailaddresswithaspecificqueue(assignmentGroup)oragenericqueue
fortheServiceDesk.
Thesystemwillneedtobeabletoopenaticketwithoutacontact,andpreferablywillbeabletocheck
uponsubmissiononknownemailaddressesandaffiliates(e.g.,gmailaddress).Theintegrationwill
needtobecapableofresolvingtomultiplealternateemailaddresses.
TheServiceDeskortheAssignmentGroupwillassignthetickettoaspecificindividual.
Students,FacultyandStaffwillneedtobeabletoupdateIncidentsandGenericRequestsviaEmailby
replyingtotheconfirmationemail.Thesystemshouldaddtheusercommentstotheexistingticket.
Thesystemwillprovideamechanismtopreventemaillooping(i.e.,theContactreplieswithathank
youresponse).
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Specification
Incident Management
Revision:11.0
Fromeventmanagement
Create/UpdateIncident
Automatedsystemssuchasmonitoringtoolsshouldbeabletoopenticketsviaemailinasimilar
mannerasabove.Thedatamappingbetweenthetroubleticketingsystemandthemonitoringtoolmust
haveapredefinedinterfacespecification,typicallywiththefollowingdata:
Tagatbeginningandendofmessagetoindicateasinglealarm
Alarmpriority
Componenttype
ComponentName
ProblemDescription
ThetroubleticketingsystemshouldgenerateanIncidentthatcorrespondstotheinformationsentby
email,recordandmaintainalarmIDandIncidentIDmappingsothatwhenthestatusofanexisting
alarmchangesthecorrespondingIncidentIDisautomaticallyupdatedwiththechange.
Thesystemwillprovideamechanismtopreventemaillooping(i.e.,thesystemwillrecognizemultiple
Incidentsfromthesamesourcewithinagiveninterval).
BatchLoadedIntegrations
Contactinformation
Faculty&Staff
Students
FieldName
HUID
FirstName
LastName
Title
VIPStatus/Special
Handling
SchoolCode
EmployeeStatus
StudentStatus
LastUpdate
Photo
Description
Required?
X
Active,Terminated,LeavewithPay,etc.
Undergrad,Grad,Alumni,etc.
Lastdateprofilewasupdated
Page29

Specification
Incident Management
Revision:11.0
Primaryemail
Email2
Email3
Email4
Email5
WorkPhone
Ext
MobilePhone
HomePhone
LabPhone
OtherPhone
DepartmentNo.
DepartmentName
PrimaryLocationAddress
PrimaryRoomNo.
AlternateContactName
AlternateContactPhone
AlternateContactEmail
Work
Personal
Alt1
Alt2
Alt3
Insteadof'primary','secondary'canweidentifyas
'work','mobile','home','lab',etc.?
Table10CustomerRecordDataFields
Authentication
SingleSignon
HUITwillimplementthetoolinJuneusingatoolspecificusernameandpasswordcombination.Thisis
thesameauthenticationmechanisminusewithRemedytoday.
OncetheHarvardSAML2.0infrastructureisinproduction,ourintentistomigratetoSAML2.0andthe
HUID/PINauthentication.
TechnicalDesignRequirements
WorkflowConfigurationRequirements
Page30

Specification
Incident Management
Revision:11.0
SecurityIncidents
1. Ticketswillbeviewablebygroup;i.e.,ifitissecurityrelateditwillonlybevisibletothesecurity
group
2. TherewillbeaflagcheckboxtomarkanIncidentashighsecurity,whichwouldrestrictvisibility
ofthetickettoapredefinedlist
3. Additionalindividualsorgroupsmaybeaddedbyuserswithappropriateprivileges,usinga
watchlistfeaturetailoredtosecurityrequirements
TheJunereleasehasnotidentifiedspecificworkflowrequirements.However,thesystemwillprovide
forthecreationanduseofIncidentModelswhendefined.
Page31

Specification
Incident Management
Revision:11.0
Thefollowinginformationisspecifictofunctionalitythatwillbeavailableafter
theJunerelease.
EmployeeSelfService(forIncidents&GenericRequests)
TheServiceNowapplicationprovidesaSelfHelpapplicationthatisintegratedintotheIncident
Managementapplicationaswellasotherapplications.AftertheinitialreleaseofIncidentManagement,
theuseofSelfServicewillbelimitedto:
Reporting/ViewingIncidents
RecordingGenericRequests
Changingprofileinformationandpasswords
FieldName
Description
SelfService
DropdowntonavigatetoSelfServicescreens
Homepage
ServiceCatalog
Knowledge
HelptheHelpDesk
Incidents
WatchedIncidents
MyRequests
RequestedItems
WatchedRequestedItems
MyProfile
TakeSurvey
Table11SelfServiceHomePageFields
Hidden:Problem,Change,Configuration,ServiceCatalog,BSMMap,SocialIT
SelfServicePortal
Figure5illustratesthehomepagefortheSelfServicePortal.
Page32

Specification
Incident Management
Revision:11.0
SelfService
Search
News
Quick Links
FAQ
Figure13SelfServicePortal
Linksto:Homepage,HelptheHelpDesk,Incidents,WatchedIncidents,
Hidden:ServiceCatalog,Knowledge,MyRequests,RequestedItems,WatchedRequestedItems
Area2MainContentBlock
FieldName
Description
Autogeneratednumber.CanmasktoNumber
Incidentnumber
ShortDescription
Text
Contact
Nameofcontact
Table12SelfServicePortalFields
Page33
Revision:11.0

Specification
Incident Management
Area3InformationSnippets
IncidentTask(GenericRequest)Screen(maincontentarea)
TheIncidentTask(GenericRequest)screencontainsthefollowingcontentblocks:
IncidentTask
Figure12illustratestheIncidentTask(GenericRequest)contentblock
Figure14Request
IncidentTaskBlockFIELDS
FieldName
Description
TaskNumber
Autogeneratednumber.Defaultmaskis
Number
ShortDescription
Text
RequestedItem
NotUsed
DueDate
Thedatetheuserwouldliketherequest
fulfilled
Approval
Notused
State
Notused
Parent
DisplaystheIncidentnumberoftheticket
thetaskrelatesto;autofilledbythe
system
Requestedfor
Nameofpersonthatwantstherequest
Type
String
Required
Open
Close
Y
Y
Text
Date
Reference
Reference
Y
N
Y
N
Text
Y
Page34
Revision:11.0

Specification
Incident Management
fulfilled
AssignmentGroup
AssignedTo
ITWatchList
Additionalcomments
Ifnotresolvedbyfirstlinegroup,thedefaultis
basedoncategory/service/symptom
NameofindividualthattheIncidentis
assignedto
informedofworknotesassociatedwiththe
ticket;defaultfieldmaskisWorknoteslist
Textboxforaddingadditionalinstructionsas
required
Icon
Text
Table13IncidentTaskBlockFields
PortalScreen(s)(enduserrole)
ThefollowingscreensarerelevanttotheSelfServiceportalforendusers.
CatalogItemCreateaNewIncident
Figure16illustratestheCreateaNewIncidentscreen
Figure15CreateaNewIncident
CreateaNewIncident(SelfService)BlockFIELDS
FieldName
Description
Type
Required
Open
Close
Requestor
Reference
Nameofpersonrequestingservice;(hasa
lookupbutton);fieldmaskisOpenon
Page35
Revision:11.0

Specification
Incident Management
behalfofthisuser
Previousincident?
Dropdownchoice;YesorNo;willhave
helpertextexplainingwhatthismeans
Dropdown Y
Shortdescription
Textfield
Text
Impact
Adropdownchoice;1)Universitywide,
2)MultipleGroups,3)SingleGroup,4)
Individual
Dropdown Y
Pleasedescribeyour
issuebelow
Extendedtextfieldfordetailsofincident
Text
Table14CreateNewIncident(SelfService)BlockFields
Appendix
Approval
Name,Title
Decision
Date
DecisioncanbeApproved,Denied,orNeedmoreInformation.
Page36

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Huit Functional Tech Spec V11a

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Functional and Technical

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Welcome: [ROLE NAME]

Cri cal Items

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Status automatically set

Status automatically set to

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Your support request, [Incident Number], has been resolved

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Welcome: [ROLE NAME]

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