ServiceNow Queue Manager Traininghwpi.harvard.edu/files/huit/files/q_mgr_training_v6_0.pdf · ad...
Transcript of ServiceNow Queue Manager Traininghwpi.harvard.edu/files/huit/files/q_mgr_training_v6_0.pdf · ad...
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ServiceNow Queue Manager Training
Incident & Request Management with ServiceNow
[email protected] 2013
Queue Manager Training v.6
Agenda
Introduction
The Queue Manager Role
Leading Service Excellence
Queue Manager Activities
Q&A
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Introduction
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Incident• Any unplanned interruption or degradation of a service
Purpose of Incident Management• To restore normal operation as quickly as possible and thus
minimize the adverse impact …
Accountable• The one person who is expected to ensure that the necessary tasks
are done and objectives are met
Responsible• The people doing the work
Queue• Effectively the group of subject matter experts that supports a
particular service, subservice and category of activity
The Queue Manager Role
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Activities & Resources
Customer updates
Update group membership
Update on-call information
Accountable
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The Queue Manager Role
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Related and Other Duties
• Monitor the queue and assign tickets
• Ensure that tickets are worked and resolved within service level targets
• Ensure that work is documented and customers are updated
• Serve as a further escalation point for the team
• Coordinate with other queue managers to ensure handover, continuity and consistency
• Ensure that HUIT policies and procedures are followed
Apply HUIT Values to Our Work!
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• User-focused• Innovative
• Collaborative• Open
• With Our Customers• With Our Teams
UCIO
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Leading Service Excellence
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Getting information
Obtaining a service
Having a problem solved
Customers’ Practical Needs
• Ask Questions
• Summarize the need
• Recommend appropriate solutions
Guidance:
Leading Service Excellence
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Feeling valued, important, respected
Being heard, understood, cared-about
Being involved in the process and decisicions
that affect them.
Customers’ Personal Needs
Guidance:
• Maintain or enhance self-esteem
• Listen and respond with empathy
• Don’t interrupt
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Leading Service Excellence
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Relationships
Process
Results
Leading Service Excellence
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To recognize good work
To provide Immediate correction
Give Feedback:
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Leading Service Excellence
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If your actions inspire others to dream more,
learn more, do more and become more, you are a
leader.John Quincy Adams
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Agenda
Introduction
The Queue Manager Role
Leading Service Excellence
Queue Manager Activities
Q&A
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Queue Manager Activities
Monitor the Queue
Ticket ageing
Ticket volume
Resource availability
Customer Communications
Facilitate escalation across groups
Reporting and Analysis
Templates and Relationships
Maintain Group Membership
Maintain Escalation and On-call contact list
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Queue Manager Activities
Monitoring the Queue
– Queue Manager Homepage
– Personalizing Homepage
– Working with List View
– Advanced Filtering
– Java Script Variables
– Advanced UI Features
– Managing the activity log
– Monitoring customer communications
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Personalizing Home Page
• Moving content around
• Removing Content
• Adding Content
– Adding reports
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Working with List View
• To personalize list columns click on the Gear Icon to the left of the column names.
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Advanced Filtering
• Sorting
• Filter out / show matching
• Incident drop down menu
– Pre-saved filters
– Group by
– Setting number of rows returned
• Personalizing lists
• Boolean logic filtering
• Saving filters
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Use the down arrow for advanced
filtering/sorting and other options
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Javascript Variables
Javascript Description
javascript:getMyGroups() List of my groups (you may belong to more than one group).
javascript:gs.getUserID() Find tickets associated without yourself.
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Advanced UI Features
• Collapsing/Expanding Tabs
• Changing from Tabs to List View
• Collapsing/Expanding multi-line text boxes
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Manage Activity Log
• Filtering entries
• Expanding entries
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Manage Activity Log
• How to set reminders
– Email alert
• How to delete reminders
• On Hold Status – Scheduled Future Appointment
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Monitoring Customer Communications
• Within an Incident, you can view all e-mail communications through the activity log.
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The Envelope indicates correspondence to the
customer.
To view the mail contents, click on the
plus symbol.
Monitoring Customer Communications
• To send an e-mail to the user, use the Email the Customer Button.
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Monitoring Customer Communications
• An e-mail to any queue alias (e.g. netmanager) that is from an e-mail address that matches a customer record creates an incident
• E-mails that do not match a customer record go into the Draft Incidents mailbox, monitored by the Service Desk
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Queue Manager Activities
Facilitate Escalation Across Groups
Service Level Targets
SLAs and Metrics Timelines
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Service Level Target charts
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Service Level Targets - Production Incidents
Service Level Targets - Generic Requests
SLAs and Metrics Timeline
• SLA Tab
• Metrics Tab
• Metrics Timelines
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Queue Manager Activities
Reporting and Analysis
Base System Reports
Reports Screen
Advanced Reporting
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Reporting and Analysis
• Open Incidents by Priority
• Open Incidents by Category
• Opened Incidents this month by Priority
• Closed Incidents this month by Category
• Incident Breakdown
• All Incidents by Assignment
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The following are Base System Reports within Service Now:
• All Incidents by Category
• All Incidents Closed By
• Performance by Category
• Performance by Priority
• Performance by Tech
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Reports Screen
• From the reports screen you can also create new reports and perform ad hoc queries on data in ServiceNow. Click the ‘New’ button next to Global reports and a blank report is shown. You may now add whatever ad hoc criteria you require to create your own report.
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Advanced Reporting
• Modify existing report
– Configuring reports
– Filters and order
– Saving reports
– Scheduling reports
– Exporting data
– Make gauge
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In order to continually improve the Incident Management process, it is possible to gather the information collected by the platform and present the data in reports.
You must have the ITIL role in order to do so.
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Queue Manager Activities
Templates
Relationships
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Templates
• Applying Templates
• Creating Templates
• Saving Templates
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Relationships
• Searching for related Incidents
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Queue Manager Activities
Maintaining Group Membership
• Navigate to User Administration > Groups.
• Click the group to which you want to assign/modify the user.
• In the Group Members related list, click Edit.
• Select the user in the Collection list, and then click Add.
• Click Save.
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Queue Manager Activities
Maintain current Escalation and On-call contact details
Escalation and On-call Lists
Keep information current
E-mail changes to [email protected]
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Q & A
• Where to get help
– huit.harvard.edu/itsm
• Where you can ‘practice’ with the tool
– harvardtest.service-now.com
– Mail is NOT enabled
• How to give us your feedback
• Training class evaluations
– Link from huit.harvard.edu/itsm
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CONGRATULATIONS !
• Thank You for taking the time to attend this training
• If you have comments, questions or feedback please e-mail [email protected]
• Materials on HUIT.harvard.edu/itsm
• Videos coming soon!
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