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Service Management TutorialCERN IT, 11 May 2011

Patricia Méndez, Mats Moller for the (IT and GS) Service Management team

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Two fundamental functionalities of the Service Management infrastructure are presented in this tutorial

Creation and maintenance of the Knowledge Base Documentation available at:

“https://services.web.cern.ch/sites/services.web.cern.ch/files/service-now.com_knowledge_v0.2.pdf”

Several slides included in this talk come from this documentation Confidential tickets

These two facilities will be presented from the supporters perspective

1st block: Knowledge Base

What is the Knowledge Base?“Collection of Tips and Tricks, Frequently Asked Questions, Recipes, etc..., whatever can help users and supporters in resolving a problem, or answering a question/request. We aim to capture this information from individuals in the Service-Now and make it available wherever it may be useful.We assure it’s ‘pertinence’ and quality by frequent reviews and monitoring of it’s usage.” Current available implementation based on the Out-of-the-Box infrastructure provided by

SNOW and modified/adapted to fit our own needsWho is who in the Knowledge infrastructure?

Knowledge creator Any person with ITIL role can create new submissions for articles attached to any FE

Responsible of the articles FE managers of the associated article

The approvers First level: the FE manager Final level: a restricted set of persons owning the publication roles

The users Persons able to read and access the articles Feedback submission per article enabled

Creation Functional Review

Layout Review

Creation Functional Review

Layout Review

Published

Submissions Articles

Knowledge Management

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3

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11. Draft knowledge items are called ‘Submissions’

2. The publication process steps involve a number of roles

3. Published knowledge items are ‘Articles’

4. Multiple submissions can be related to one ‘Article’

Author Functional Manager

Layout review

User

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Available information in the system

IT FAQs All the available IT-FAQ included in sharepoint have been already transferred

to SNOW Same import date for all available IT-FAQ in a first step

Extra lifetime provided to very old entries Real creation time has been now imported (1st of April) with the following

policy: 3 extra months for all expired articles (until 01/07/2011) Real expiration date between 01/04/2011 and 01/07/2011 has been moved

to 01/07/2011 Expiration time after 01/07/2011 has been kept as it was

IT-FAQ sharepoint site has been frozen Weekly release notes Articles are being currently created since the deployment of the new facility on

production (End of March 2011)

Knowledge Usage left menu

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1. Search module in the knowledge application2. Enter search criteria3. Result window shows matching articles

Knowledge Usage within task

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21. While creating or working on a ticket

Click the ‘book’ icon (next to short description)

2. Search criteria prefilled with short description (but you can change)

3. Use ‘attach to task’ button on selected item to copy knowledge back into ticket

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Creating a Knowledge article

Where to start-up? Usual start up point for any IITL privileged

person: go to the SNOW tool

On the top of the left hand menu, start writing the word: knowledge

The whole knowledge Base menu will pop up

Let’s start creating a new article

Creating a Knowledge article

On the same page scrolling down a bit you’ll see:

SUBXXXXX identifier Actions submitter can take: next slideFE has to be chosen

Review data and validity can be modified

English is the primary language

The article text

Search of the article in the portal based on this title

Searchable information, full functionality not exploited yet (metadata searching not included in the portal)

Submitter rights and actions

Define the role of this article In default the future article will be public Anybody including (non logged in persons) can see the article in the portal You can restrict the visibility of the article based on pre-defined roles

Chose the associated FE Click on the right hand icon to look for your FE

Declare if the future article is published in News Current placement of the weekly release notes

Change the validity and the next review dates

Article workflow decisions: Submit/Save

This two actions still allow submitter to edit the article No notifications are triggered

Go to Functional Review The submission passes to the FE Manager control for his approval/actions

Reject Submission no editable anymore

Moving the submission to the FE manager

Submitter clicks on:Go to Functional

Review Edit right on the

submission are lost for the Submitter

Now the ticket is on FE managers hands

[NOTIFICATION] The FE manager will be notified via email there is a new submission to review for his FE

Submission on FE Manager hands

The FE manager can click on the link included in the notificationOR

Access the set of opened submissions from the tool

FE Manager rights and actions (I)

The FE can be modified In this case, the new FE group responsible (FE managers) will be notified Current FE manager will lose the control on this submission The new FE managers can come back to the submitter or go to the next phase

The review and validity dates The title and the text can be corrected The Roles The metadata Publication in the news

Actions for the FE manager: next slide

FE Manager rights and actions (II)

Possible FE Manager decisions

Update/save He can work on the submission as many times as needed without submitting it No notifications are triggered

Back to the submitter If he wants to send the submission back to the submitter In this case the submission becomes editable for the submitter only [NOTIFICATION] The submitter will be notified

Go to the Layout Review He accepts the submission and sends it to its final phase before publication [NOTIFICATION] The layout reviewer(s) will be notified

Reject Nor the FE manager or the submitter can touch this submission anymore [NOTIFICATION] The submitter will be notified

Final step: Layout reviewers

Once the FE manager agrees with the contains of the submission, this can be submitted for final approval

At this moment the FE losses any edit rights on this submission

Passing to the set of layout Reviewers

Who are they? Defined group of persons with the required roles for knowledge publication

C. Delamare, N. Ziogas, N. Cremel, I. Fernandez Gonzalez, O. Van der Vossen, R. Martens, B. Brugger, M. Moller, P. Mendez Lorenzo

What are they intended to do? Primary they check the understanding of the submission for end-users

Once the article is approved for publication, the layout approver gets:

Actions taken by the layout reviewers: next slide

Layout Reviewers rights and actions

Same modifications rights as the FE managersPossible actions available for layout reviewers: Update/save

He can work on the submission as many times as needed without submitting it No notifications are triggered

Back to the submitter If he wants to send the submission back to the submitter The submission is again editable for the submitter [NOTIFICATION] The submitter and the FE Manager(s) will be notified

Publish article: FINAL STEP He accepts the submission and publishes it [NOTIFICATION] The submitter and the FE Manager(s) will be notified

Reject Nor the FE manager or the submitter can touch this submission anymore [NOTIFICATION] The submitter and the FE Manager(s) will be notified

Delete He can delete the submission from the system

Looking for a published article

In the tool The article can be found searching by number (KBXXXXXX), metadata

included in the article or by title

In the portal Matching the title words only

Future improvements Search based on the article number Further refinements (detailed search based on text) is on the TODO list Also planned to show the articles associated to each FE

Visualization of the article from the portal

As mentioned before, articles are public in default

Any user can provide feedback to the article

[NOTIFICATION] of feedback sent to FE Manager

Articles Review

Who can review the article? Submitter (NOTE 20/05/2011: Review by the submitter to be implemented),

FE Manager, layout reviewers can review their articles Submitter: Those ones written by him FE Manager: Those ones attached to his Fes Layout reviewers: all articles

Roles for article reviews Certain procedure has to be followed before updating an article Similar approach for all actors

Same set of actions available for the submitter and the layout reviewers (in addition they can delete)

Actions to be taken during review: next slide

FE Manager view

Possible actions during an article review (I)

The FE Manager who is making the review will be “seen” as the new SubmitterThe original Submitter will not be notified of any action

Copy for translation [NOTIFICATION] Once the new article in French is published the FE Manager who

triggered the “Copy for translation” action will receive two notifications: One notification as the Submitter of this new article Second notification as FE Manager together with the rest of the FE Managers group

Review Article / un-publish and review article [NOTIFICATION] Same principle as before:

The FE Managers group will be notified about the review of their article Once the article gets published the FE Manager who triggered the action will receive

two notifications: As submitter and as a FE Manager If the layout reviewers come back to the submitter, this time will come back to

person who triggered the review: the FE Manager (together with the FE Managers group)

Archive [NOTIFICATION] the action prevents the FE Manager group

Review performed by the FE Manager

Possible actions during an article review (II)

Now the Submitter becomes the Layout review member who is triggering the review

All actions that can be taken by this set of persons (Copy for translation, Review article, un-publish and archive) will have the same procedures and set of notifications as in the previous slide

This time, the submitter of the review will have double notifications: as submitter and as Layout review member

The FE Managers group will be notified as before

Some possible questions about reviews: Can the FE manager and the submitter review an article at the same time?

NO. The review of the article by one of these actors avoid disables the edit rights to the the other actors

What is the submitter and the author are different persons? The submitter will be notified, the authors name will just appear in the article once it is

published. However no notifications will arrive to the author

Review performed by the Layout Review

2nd block: Confidential tickets

“Confidentiality” feature has entered in production on March, 22nd

To protect confidential/sensitive user information (HR topics, security, passwords, etc)

Applicable to both Incidents and Requirements

Confidential tickets can be created at two levels

Individual tickets Any ticket can be marked as

confidential at creation time Categories associated to FE (next slide)

Specific confidential categories have been created for some FE

Any ticket associated to these categories will be flagged as confidential

Confidential categories associated to FE

FE example: EDH12 categories associated to this FE. “AIS Authorization password” associated tickets are confidential in default

Creating a confidential ticket from a FE category

When creating a ticket associated to FE: EDH with category: “AIS Authorization password” the ticket is set to confidential

When in a confidential category, the flag is forced (cannot be changed) If changing the category the flag stays set but now it can be changed

Same FE: Changing the category only

The box stays but can be modified after the category redefinition

Who can see the confidential tickets?

The caller The members of the watch list The approvers in case of requests Levels of support

The ticket is visible for the support group handling the ticket New Assign to or on-call features: Even the whole group can see the

ticket As soon as the support unit changed even in the same FE, the ticket is

not longer visible for the former support unit

Visible information on the tool of a

confidential ticket for a non-authorized

person

Confidential tickets from the portal

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