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?

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

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

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

Left Navigator

Returning Home

Default Layout,

Lists and Filters

(Customizable)

My Homepage

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)

HRMS / SIS

(Contact and Department Data)

Pinnacle (Phone Data)

ServiceNow

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

• Via a webform sent by a customer • Some fields will be pre-populated with information from the webform

• By an agent when a customer calls in

• By an agent when a customer walks in

*Tickets can also

be created using

“Create New”

under “Incident”

Create new ticket

Incident detection and recording

Select from the left hand menu

Search for the customer with “For text” from the “Users” list:

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.

Create a new ticket by selecting .

You can view

customer

ticket history

here

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

STEP 3

**Log all ticket details and

symptoms**

*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.

**Select contact type**

**Prioritize the

incident**

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

Urg

en

cy

High Medium 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:

• Solution was offered. Not confirmed if it worked

• Customer will receive an automatic notification

• Closing:

• Customer says incident can be resolved.

• Automatically closed after three days of being in “Resolved” State (No Response from User)

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

• Helps Solve problems- Can link common issues together

• Options:

• Attach an existing incident to another ticket (Child -> Parent)

• Related Records->Incident Number-> Submit

• 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

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Incident Management Process

IT Service Management Incident Management Process for ServiceNow

Customer details Log ticket details Investigate and

diagnose Resolve Close

Start

Walk in

Phone

Self Service

Email

Webform

• Start at Caller’s 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

Start

• Change state

• Add work notes

• May re-assign to new

group

• May escalate by

adding user to ITIL

watch list

• Confirm resolution

with customer

• Add resolution details

to close notes

• Re-assign back to

originating agent

• Contact customer to

confirm satisfaction

• Add to close notes

• Select close code