8 Story St. B2:Machine login on the base of the monitor

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harvardtest.service-now.com

Username = your 8-digit HUID Password = [your production password]

Harvard ServiceNow Instances

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ITSM Training

Release & Deployment Management with ServiceNow

itsm@harvard.eduNovember 2013

(Version 4-4)

Agenda

Introduction

Working with Feature Records in ServiceNow

Approvals and deployment to P-1 and Production

Tips & Techniques and Feature templates

Searches, Queries & Reporting

Q&A

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Introduction

Understanding ServiceNow Record Relationships

© Copyright 2013 Third Sky, Inc.

Product

Release Feature

Feature Task

A Feature may be scheduled into a release, i.e. a Release will have multiple features. Some Features may not yet be scheduled.

A Product may have multiple Feature requests. A Feature could be a defect, enhancement, etc.

A product may have multiple releases, e.g. Fall Release, Spring Release, etc.

Release Task

Manually created tasks for regression testing, performance testing, etc.

Release Approvals

Feature Approvals

Configuration Items (Cis)

Approvals to deploy to P-1 and Production

Approvals to deploy to Production

Tasks are created by workflow or manually created

Indicates which assets to deploy to

Introduction

Process Phases and Record Status

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ReleasePlanning

P-3Develop-

ment

P-2QA Testing

P-1Test/Staging

Production

InPlanning

InDevelopment

InQA Test

Awaiting P-1Approval

Ready forP-1

InP-1

Awaiting Prod Approval

Ready forProduction

InProduction

Closed

Release Record Status

Draft

Analysis & Design

Ready for P-2

In P-2

Ready for P-1

In P-1

Ready forProd Approval

InProduction

Closed

Feature Record StatusIn

Development

Awaiting Prod Approval

Task Record Status• Pending• Assigned• In Progress• On Hold• Completed• Cancelled

Ready forProd

Introduction

Process Phases and Record Status

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Feature Level Approvals: Practice Manager must approve each Feature prior to deploy to production

All Features in the Release must have a status of Closed or Cancelled in order to close the Release.

Release Level Approvals:Practice Manager and one or more Product Group Managers must approve the release as a package prior to deploy to P-1 and prior to deploy to production.

All Features must be in Ready for P-1 or Ready for Prod status.

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Types of Features

Defect Corrections & Enhancements

Upgrades & Patches

Configurations

Application Deployments (GMAS)

Monthly Reporting

Back-End Data change

Introduction: Release & Deployment Models

Enhancements & Defect Corrections

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Enhancement Feature types are used to add functionality to an application (as opposed to fixing a bug)

Defect Correction Feature types are used for application defects (bugs)

Introduction: Release & Deployment Models

Upgrades & Patches

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Upgrade/Patch Feature types are used for OS, database, and/or application server patching

Remember that this Feature type does not create tasks unless CIs are added to the Affected CIs tab

Introduction: Release & Deployment Models

Configurations

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Configuration Feature types are used for tuning, changing settings and/or configuration parameters on applications and devices

While task names vary, Configuration Features follow the same workflow as Enhancements & Defect Correction Features

Introduction: Release & Deployment Models

Application Deployments (GMAS)

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Application Deployment Feature types are used primarily by GMAS to allow for use of JIRA in development, and must be reconciled with ServiceNow to complete the Release

Introduction: Release & Deployment Models

Monthly Reporting

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Monthly Reporting Feature types are used specifically for monthly reporting requirements and should not be used for other purposes

Introduction: Release & Deployment Models

Back-End Data Changes

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Back-End Data Changes are not typically associated with a Release

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Introduction

Ongoing Support and Documentation

• The training, documentation, and power points are posted to the HUIT website

• Training video clips will also be made available on the on HUIT website

Supporting Information

Huit.harvard.edu/ITSM

Agenda

Introduction

Working with Feature Records in ServiceNow

Approvals and deployment to P-1 and Production

Tips & Techniques and Feature templates

Searches, Queries & Reporting

Q&A

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Working with Feature records in ServiceNow

Creating a New Feature Record

Use the Release module from the Application Navigator to create a new Feature, (or use a bookmark from the bookmarks bar).

Use the Release module from the Application Navigator to create a new Feature, (or use a bookmark from the bookmarks bar).

You can also create a new Feature by clicking ‘New’ from the Features tab of a Release record. This will automatically fill the Release field of your Feature for you.

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Working with Feature records in ServiceNow

Creating a New Feature Record

Mandatory fields will have a RED bar in the field label. These fields MUST be completed in order to save the record.Fields with an AMBER bar in the field label are automatically filled in by ServiceNow.

Saving a Feature record will automatically be in a ‘DRAFT’ status. No Tasks will be created.

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Working with Feature records in ServiceNow

Enhancements / Defect Corrections

Select a Feature Type of ‘Enhancement’ or ‘Defect Correction’. Complete all mandatory fields.

Note the Release field will only be auto-filled by ServiceNow if you create the Feature from the Features tab of a Release record. Doing this will automatically fill in the Product and Release fields for you.

If you create a new Feature from the application navigator, you will need to enter a Product field. When you do this, clicking the magnifying glass next to the Release field will search Releases from that Product.

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Working with Feature records in ServiceNow

Enhancements / Defect Corrections

Click ‘Save’ to save the Feature record in ‘Draft’ status.

The ‘Analysis & Design’ button appears on the Feature record. Clicking this button creates Feature tasks.

Saving a Draft Feature will create related list tabs, but NO TASKS.

Optional information in ‘Documentation’ and ‘Impact Implications’ tabs may drive additional tasks.

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Working with Feature records in ServiceNow

Enhancements / Defect Corrections

Click the lock icon to open the Watch List.

Enter people you want to receive the Work notes as the Feature record is updated.

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Working with Feature records in ServiceNow

Enhancements / Defect CorrectionsThe External Tickets tab allows you to enter links to JIRA tickets.

ServiceNow will identify the number of open issues associated with the Feature.

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Working with Feature records in ServiceNow

Enhancements / Defect CorrectionsThe Documentation tab has checkboxes that trigger optional workflow and tasks.

Some checkboxes will reveal additional, optional checkboxes for approvals.

Some checkboxes will trigger additional mandatory fields.Some checkboxes will trigger additional mandatory fields.

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Working with Feature records in ServiceNow

Enhancements / Defect CorrectionsThe Impact Implications tab has checkboxes that trigger optional workflow and tasks.

The default value of the Financial significant impact field may be driven by Product.

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Working with Feature records in ServiceNow

Enhancements / Defect CorrectionsThe Deployment Plan tab has text boxes and URL fields for entering deployment instructions and backout plans.

Click the lock icons to open the URL field.

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Working with Feature records in ServiceNow

Enhancements / Defect CorrectionsThe Affected CIs tab is where Configuration Items related to the Feature record will be listed.

To add a Configuration Item to the related list, click the ‘Edit’ button.

Use the Edit Members form by searching and selecting the desired Configuration Items from the Collection window.

Click Add to include them in the Affected CIs List window.

Click Save to add them to the related list form.

Use the Edit Members form by searching and selecting the desired Configuration Items from the Collection window.

Click Add to include them in the Affected CIs List window.

Click Save to add them to the related list form.

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Working with Feature records in ServiceNow

Enhancements / Defect CorrectionsThe Feature Tasks tab will show a list of all Tasks associated with the Feature record.

Clicking the Number link will open the Task record for that task.

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Working with Feature records in ServiceNow

Enhancements / Defect CorrectionsThe Approvers tab will show a list of all Approvers associated with the Feature record.

Clicking the State link will open the Approval record.

Clicking the Approver link will open the User record.

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Working with Feature records in ServiceNow

Enhancements / Defect CorrectionsThe Issues tab will show a list of all Issues/Bugs associated with the Feature record.

Clicking the Number link will open the Issue/Bug record.

Clicking the Assignment Group link will open the Assignment Group record.

Clicking the Assigned to link will open the User record.

Clicking the Product link will open the Product record.

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Working with Feature records in ServiceNow

Enhancements / Defect CorrectionsThe Dependent Features tab will show a list of all Dependent Features associated with the Feature record.

Clicking the Number link will open the Dependent Feature record.

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Working with Task records in ServiceNow

TasksTo see a list of your Tasks, go to Tasks assigned to me from the Application Navigator.

Click the Number link of the task you want to open, to open that task record.

You can also see Tasks from the related list of the Feature record.

Click the Number link of the task you want to open, to open that task record.

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Working with Task records in ServiceNow

Tasks If a technical contact, functional contact, technical peer contact, functional peer contact, or security contact is changed on a Feature, any tasks that have a blank Assigned to field should be updated.

You may use the Percent complete field to communicate progress on the task.

Clicking the Close button will change the task status to Completed.

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Working with Task records in ServiceNow

Tasks

If you select Percent complete as a column for the related list, the progress bar will appear.

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Working with Task records in ServiceNow

Deployment Tasks

The Deployment task checkbox will make Configuration Item a mandatory field.The CI needs updating checkbox will trigger tasks to update and validate the CI record.

In-Class Exercises:

Working with Feature records in ServiceNow

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Release Manager

Product Manager / Functional

Contact

Practice Manager / Technical Contact

• This exercise will focus on:

– Creating Feature records for a Defect Correction or Enhancement

– The facilitator may act as the Deployment Team contacts

• Refer to Section 5 in the User Guide which can be found at

– Huit.Harvard.edu/ITSM

• Enter the following URL:

– harvardtest.service-now.com

• Use your 8-digit HUID as your username

• Use your ServiceNow production password

Instructions

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• Create the following Feature Types:– Product and Practice Groups: create a Defect Correction or

Enhancement

– Release Management / DBAs: create an Upgrade / Patch

1. Include all optional documentation for the Defect Correction / Enhancement Feature Type

2. Relate these Features to (your instructor will provide)

3. Practice completing a task

Agenda

Introduction

Working with Feature Records in ServiceNow

Approvals and deployment to P-1 and Production

Tips & Techniques and Feature templates

Searches, Queries & Reporting

Q&A

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Approvals and deployment to P-1 and Production

Release/Feature ApprovalWhen the Release status is Awaiting P-1 Approval or Ready for Production Approval, the Release Approvers tab will list the approvers for the Release.

Click on the Status link to open the Approval record for the Release.

For Feature approvals, go to the Approvers tab of the Feature record. Click on the Status link to open the Approval record for the Feature.

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Approvals and deployment to P-1 and Production

Release/Feature Approval

Click on the Approve or Reject button to approve or reject the Release. (Rejecting the Release will require adding comments).

Agenda

Introduction

Working with Feature Records in ServiceNow

Approvals and deployment to P-1 and Production

Tips & Techniques and Feature templates

Searches, Queries & Reporting

Q&A

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Tips & Techniques and Feature templates

Using Personal Filters

From a list view (Feature, Release, etc.) right-click to show the drop-down and click on the Edit personal filters link. The Filters list form appears.

Click the New button to create a new filter.

Select any criteria you want (make sure the fields are available).

You can tell what filter is applied by looking at the bread crumb link. You can broaden the filter by clicking the link (i.e., clicking ‘All’)

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Tips & Techniques and Feature templates

ReportingGo to Reports from the application navigator and select View/Run to see reports.

To create a new report, click the New button

To see an existing report, click on the report you need

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Tips & Techniques and Feature templates

Reporting

We will demonstrate this in ServiceNow.

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Tips & Techniques and Feature templates

Feature TemplatesTo see the library of available feature templates, click the Feature Templates link in the application navigator.

To create a new template, click the New button.

To open an existing template, click the Number link of the template you need..

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Tips & Techniques and Feature templates

Feature TemplatesWhen you use an existing template it is pre-filled and you must add any additional information needed. Click the Create Feature button and a new Feature record will be created with a message informing you that your Feature was created from this template.

New templates will open a blank Feature form. Fill out the mandatory information and click Save to add the Feature to the template library.

Q & A

• Job aids– User Guide/Manual– Poster– Cue Cards– Trifold

• Where to download the documentation– huit.harvard.edu/itsm

• If you have questions, email– snow-rm-test@harvard.edu– Weekly brown bag session starting November 14:

• Thursdays noon to 1:00 p.m. Room 410, 8 Story St.

• Questions?

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