Service Management Team
Outlook
1.
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
05/07/2013
New Features in ServiceNow
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st
1
•
topic
Presentation of the new light User Interface: Incidents layout
Current layout: the default view
• Many specific groups information
visible for all supporters
• Ticket information mixed with
communications
•
05/07/2013
New implementations requiring extra fields
that forces a reordering of the current layout
New Features in ServiceNow
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Getting Started: accessing the new UI
•
•
Accessible from a specific view called: “Tabs view”
Available from the ServiceNow tool:
•
•
•
Open any existing incident
Right click the top bar or
hover over the arrow
•
•
•
https://cern.service-now.com
View  Tabs view
Same operation for requests
Old view = “Default view”
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New Features in ServiceNow
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Getting started: a look at the new layout
1. Basic
variable
zone
Fundamental ticket information
maintained in the fixed layout
Related information grouped in tabs
Related links maintained at the end of
the ticket as before
05/07/2013
New Features in ServiceNow
1. Tabs area
and specific
variables
2. Buttons &
links
7
1. Basic variable zone: fields layout
1
4
5
2
6
Field displayed if related
child tickets
0
1.
2.
3.
Who: caller
From: SE, FE, assignment group and supporter
What: Location, short description and description
05/07/2013
4.
5.
6.
3
Ticket number, SLA due
Updated (when) and by (role)
Visibility and status
New Features in ServiceNow
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2. Tabs area including specific variables
Common tabs layout available at all tickets to
group specific variables
•
•
Default tab: Caller communication
Dynamic tab: Record Producer  Displayed only if the ticket is
created from a Record Producer
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New Features in ServiceNow
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The tabs (1): Record Producer (RP)
•
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
05/07/2013
New Features in ServiceNow
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The tabs (2): caller communication
•
Communications commonly received/managed by the caller
•
•
•
Notification tick box
Watch list
Messages to and from the caller
05/07/2013
New Features in ServiceNow
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The tabs (2): caller communication (cont.)
Field displayed when Caller = Guest
If “related child incidents” is displayed
05/07/2013
New Features in ServiceNow
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The tabs (3): internal communication
•
•
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
05/07/2013
New Features in ServiceNow
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The tabs (4): related tickets
•
•
•
Master ticket reference
Conversion from and to
Children list if child ticket field
05/07/2013
New Features in ServiceNow
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The tabs (4): related tickets (cont.)
•
For ITCM tickets
•
•
Associated vendor tickets
Associated Event ticket
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New Features in ServiceNow
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The tabs (5): Log
•
•
•
•
Questions (if any)  Created from a RP
Report Type
Number of items
Time work records and registration
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New Features in ServiceNow
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The tabs (6): CI and Third Party
• Third party for INFOR
• Configuration
item and CI list
displayed if exists
• Specific case for GGUS: number and GGUS URL
05/07/2013
New Features in ServiceNow
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The tabs (6): CI and Third Party: ITCM
•
•
Main CI
List of associated CIs list displayed if CI available
05/07/2013
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The tabs (7): SLA
•
•
•
Impact & Urgency (editable)
Priority (result)
Service Offering
•
Schedule and SLA parameters for the defined SE in the ticket
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New Features in ServiceNow
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The tabs (8):Activity
•
•
Activity log in chronological order
Filters editable below
05/07/2013
New Features in ServiceNow
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st
1
•
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
New Features in ServiceNow
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The tabs (7): SLA
•
Delivery field for requests
•
•
•
As soon as possible  Default value
Fixed  Date and time mandatory
Flexible  Start Date&time + end Date&time mandatory
05/07/2013
New Features in ServiceNow
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The tabs (9): Approvals
•
•
Approval type (anyone/everyone)
Approval records
05/07/2013
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nd
2
•
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
Best Effort
3rd: Functional Elements
FE(s)
05/07/2013
Granularity
levels of
calendars
definition
Piquet
FE(s)
New Features in ServiceNow
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Getting started: Navigation Panel
1
3
2
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
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New Features in ServiceNow
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Creating a new calendar: Intro
3
1
2
4
5
1.
2.
3.
4.
5.
Access to the calendars module
List of all calendars already defined for the log-in person
Creation of new calendars
Tick boxes associated to each calendar for selection purposes
List of actions associated to the selected calendars in action 4:
–
Delete  log-in person can delete own selected calendars
05/07/2013
New Features in ServiceNow
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Creating a new calendar: Fields
Calendar owner
3
1
4
2
5
6
1.
2.
3.
Calendar type: Best Effort (default value) or Piquet  2nd level
Declaration of FEs for the current calendar  3rd level
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
Personal phone. Visualization restricted to: CC operators and department leader
Free description field
5.
6.
(
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New Features in ServiceNow
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FE selection and periods display
1.
1
2
•
•
2.
The padlock icon close to the Functional
Element field displays this menu
The magnifier gives access to the list of FEs
the supporter belongs to as supporter and/or
FE manager
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
3
3.
Once the calendar has been saved the periods are displayed for selection purposes
05/07/2013
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Declaring availability periods
1
2
Out-of-the-box variables
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
05/07/2013
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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
05/07/2013
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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
05/07/2013
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Accessing all existing calendars
• Application of filters based on:
1. Calendars type: Best effort, piquet, ALL
2. Functional Element of the login person
1
2
05/07/2013
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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
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