service management team outlook 1. new light user interface for incidents and for requests deployed...

New Features in ServiceNowService Management Team

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Outlook1. New light User Interface for incidents and for Requests

• Deployed in Production on 18/06/2013: Review all fields included in the layouts Ensure a generic use of the ticket layout without excluding special fields

used by several groups Ease the navigation Review of the request process Ensure all processes implemented and agreements with users are

respected

2. Calendar functionality for best effort and piquet• Deployed in Production on 18/06/2013:

Embed a fast, generic and user-friendly calendar infrastructure accessible from the common ticketing system of ServiceNow

New Features in ServiceNow05/07/2013

1st topic

• Presentation of the new light User Interface: Incidents layout

New Features in ServiceNow 5

Current layout: the default view

05/07/2013

• Many specific groups information visible for all supporters

• Ticket information mixed with communications

• New implementations requiring extra fields that forces a reordering of the current layout


Getting Started: accessing the new UI• Accessible from a specific view called: “Tabs view” • Available from the ServiceNow tool:

• https://cern.service-now.com

05/07/2013

• Open any existing incident• Right click the top bar or

hover over the arrow• View Tabs view

• Same operation for requests

• Old view = “Default view”


Getting started: a look at the new layout

05/07/2013

1. Basic variable zone

2. Tabs area and specific variables

3. Buttons & links

Fundamental ticket information maintained in the fixed layout

Related information grouped in tabs

Related links maintained at the end of the ticket as before


1. Basic variable zone: fields layout

05/07/2013

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1. Who: caller2. From: SE, FE, assignment group and supporter3. What: Location, short description and description

4. Ticket number, SLA due5. Updated (when) and by (role)6. Visibility and status

Field displayed if related child tickets 0


2. Tabs area including specific variables

05/07/2013

• Default tab: Caller communication• Dynamic tab: Record Producer Displayed only if the ticket is

created from a Record Producer

Common tabs layout available at all tickets to group specific variables


The tabs (1): Record Producer (RP)

05/07/2013

• If the ticket is created from a RP the (specific) associated variables are included in a separated tab• Variables copied back into standard ticket variables are NOT displayed


The tabs (2): caller communication

05/07/2013

• Communications commonly received/managed by the caller• Notification tick box• Watch list• Messages to and from the caller


The tabs (2): caller communication (cont.)

05/07/2013

Field displayed when Caller = Guest

If “related child incidents” is displayed


The tabs (3): internal communication

05/07/2013

• Summary of the work notes• “Remarks” field: free (reportable) text

• Requested for ITCM and available for all tickets• Same meaning as for “Change Management” process: mark the ticket


The tabs (4): related tickets

05/07/2013

• Master ticket reference• Conversion from and to• Children list if child ticket field


The tabs (4): related tickets (cont.)

05/07/2013

• For ITCM tickets• Associated vendor tickets• Associated Event ticket


The tabs (5): Log

05/07/2013

• Questions (if any) Created from a RP• Report Type• Number of items• Time work records and registration


The tabs (6): CI and Third Party

05/07/2013

• Third party for INFOR• Configuration item

and CI list displayed if exists

• Specific case for GGUS: number and GGUS URL


The tabs (6): CI and Third Party: ITCM

05/07/2013

• Main CI• List of associated CIs list displayed if CI available


The tabs (7): SLA

05/07/2013

• Impact & Urgency (editable)• Priority (result)• Service Offering

• Schedule and SLA parameters for the defined SE in the ticket


The tabs (8):Activity

05/07/2013

• Activity log in chronological order• Filters editable below

1st topic

• Presentation of the new light User Interface: Requests layout


Requests layout• Identical to Incidents• Reduced workflow

• “Go to fulfillment” step has been eliminated• Tickets going through the old workflow still have both: “Go to

fulfillment” step AND the workflow stage bar

• Specific Request variables inserted in the corresponding tabs• Additional tab: “Approvals”

05/07/2013


The tabs (7): SLA

05/07/2013

• Delivery field for requests• As soon as possible Default value• Fixed Date and time mandatory• Flexible Start Date&time + end Date&time mandatory

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The tabs (9): Approvals

05/07/2013 New Features in ServiceNow

• Approval type (anyone/everyone)• Approval records

2nd topic

• Presentation of the Calendars facility in ServiceNow

Outlook• The Best effort and Piquet Calendars are available for all ITIL

users (supporters) from the ServiceNow tool• Supporters can declare their availability on an individual basis• No synchronization with EDH nor effect on the ticket workflow

• No tickets assignment based on the calendars information

1st: User

2nd: Calendars type

3rd: Functional Elements

Best Effort Piquet

FE(s)

FE(s)

Granularity levels of calendars definition

05/07/2013 New Features in ServiceNow 26

Getting started: Navigation Panel

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1. Application called: “Best effort and Piquet” reachable from the left hand main menu of the tool

2. Access to the calendars module

3. Access to the list of all calendars declared for the log-in person


Creating a new calendar: Intro

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1. Access to the calendars module

2. List of all calendars already defined for the log-in person

3. Creation of new calendars

4. Tick boxes associated to each calendar for selection purposes

5. List of actions associated to the selected calendars in action 4:– Delete log-in person can delete own selected calendars

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Creating a new calendar: Fields

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1. Calendar type: Best Effort (default value) or Piquet 2nd level

2. Declaration of FEs for the current calendar 3rd level

3. The user allows the usage of the mobile phone– Tick box selected in default of the CERN phone exists– If there is no CERN mobile phone OR the user unselects it, the field “Phone” becomes

mandatory

4. Phone field (Mandatory). At least one phone number has to be included

5. Personal phone. Visualization restricted to: CC operators and department leader

6. Free description field

(05/07/2013 New Features in ServiceNow 29

Calendar owner

FE selection and periods display

• Several FEs can be selected per calendar assuming the same availability• Creation of multiple calendars for the same FE and for the same calendar type is not allowed

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1. The padlock icon close to the Functional Element field displays this menu

2. The magnifier gives access to the list of FEs the supporter belongs to as supporter and/or FE manager

3. Once the calendar has been saved the periods are displayed for selection purposes

Declaring availability periods

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1. Date and time to which the schedule entry applies. If the schedule entry applies to a full 24-hour day, select the All day check box. – Several periods can be defined for the same calendar in order to cover different schedules

during the same day

2. Repetition interval for the schedule entry, if any


Out-of-the-box variables

Calendars visualization

Once the periods have been declared, the full calendar can be displayed clicking on the “Show Calendar” link available from the calendar form


Calendars visualization (cont.)

• Modification of the calendar from this view available• Use the mouse to select a specific period and declare new

schedules• Click on a certain existing schedule to move it across the

existing calendar


Accessing all existing calendars• Application of filters based on:

1. Calendars type: Best effort, piquet, ALL

2. Functional Element of the login person

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In the pipeline • Access to the calendars from the FE pages in the tool• Calendars visualization for long periods• Private phone visualization under discussion• Calendars manipulation rights for FE managers

To be completed in the next weeks

05/07/2013

service management team outlook 1. new light user interface for incidents and for requests deployed...

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