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Service-now training for UDS

Service-now training

For IT-UDS group

Belinda Chan, Nicole Crémel

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Agenda

• Improving Service Management

• CERN Service Catalogue – UDS services

• Tool overview (Service-now)

• “Incident Management” versus “Request Fulfillment”

• Email notifications (agent – end-user)

• Entry points for incidents or requests

• Demos of the tool

• Call for action on your side

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Improving Service Management

• Why? • How?

• CERN’s mission• ITIL (Information Technology Infrastructure Library)

• Service-now

• CERN portalhttps://cerntraining.service-now.com/service-portal/

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CERN Service Catalog UDS services

• Catalogue Structure: – Service Area (SA) – Customer Service (CS) – Service Element (SE)

(+ “Functional Services/Elements” )

• Functional Elements in IT-UDS

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Tool overview (Service-now)

• 3 instances of Service-now (Snow):

• Detailed documentation at:https://services.web.cern.ch/

• “One page survival guide for incident management in service-now”

Red = Test: https://cerntest.service-now.com/

Purple = Training: https://cerntraining.service-now.com/

Blue = Production: https://cern.service-now.com/

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“Incident Management” versus “Request Fulfillment”

• Incident: – Unplanned interruption to a service (e.g. unavailability of

the mail system) OR reduction in the quality of a service (e.g. increased

response times) OR failure of a service component necessary for service

provision (e.g. HW failure in a cluster)

– Reported by end users or technical staff or detected and reported automatically by monitoring tools and system.

Goal = restore normal service operation as quickly as possible.

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“Incident Management” versus “Request Fulfillment”

• Request:

– Entire scope of possible demands related to any CERN services, EXCEPT Incidents.

– Submitted by end users.

Ex.: “Request assistance for Video conferencing via EVO connection”

Goal = provide quick and effective access tostandard services in order to enable users toimprove their productivity by using standardized,repeatable and formalized process.

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“Incident Management” versus “Request Fulfillment”

⇒ 2 ITIL processes defined and

implemented in the tool:

• Incident Management

• Request Fulfillment

More processes to be added in the future (task

management, change management, etc.)

⇒ 2 workflow (incident – request)

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Workflow for incident

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Workflow for request

• Workflow is more complex• Approval may be required depending on

request category:– Request for information– Request for support & consultancy– Request for project (*)– Request for access (*)– Request for services & products (*)– Request for configuration & enhancements (*)

(*) Approval is required

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Email notifications (1)• Agent E-mail Notifications

Name Recipient Trigger

New Incident Assigned Group

Incident Creation

Group Transfer New Assigned Group

Change of Assignment Group

Return to Group Old Assignee Removal of Assignee (by ‘someone else’)

User Update 1 Assigned Group

End-User Update (ticket assigned)

User Update 2 Assignee End-User Update (ticket in progress)

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Email notifications (2)• End-user E-mail Notifications

Name Recipient Trigger

New Incident Caller Incident Creation

New comment Caller New “Additional Comment” posted

Request for additional information

Caller Status changed to “Waiting for user”

Concurrence requested

Caller Status changed to “Resolved”

Note: Watch lists will have the same notifications as Caller.

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Entry points for incidents or requests

• Call 77777: Service Desk agent will – Provide an immediate reply, or,– Create a ticket (incident or request) in your name

• Service Portal – Search SE / Functional service (e.g. “transport”)– Select an action: “Make a request”, “Report an

incident”, “Standard ticket”, “External action”• Send an email to ???@cern.ch (not recommended)• Direct contact with agent / IT specialist (not

recommended)– Agent will create ticket under user name

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Demos of the tool

Training instance:

https://cerntraining.service-now.com/

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Call for action on your side

• Review keywords linked to your functional services (Service Portal improvement)

• Propose “Standard Tickets” (https://cerntraining.service-now.com/service-portal/tickets.do)

Thanks for your attention! Questions?