1. 8 Story St. B2: Machine login on the base of the monitor 1 harvardtest.service-now.com Username = your 8-digit HUIDPassword = [your production password]

2. Harvard ServiceNow Instances 2

3. ITSM Training Release & Deployment Management with ServiceNow itsm@harvard.edu November 2013 (Version 4-4)

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 4

5. 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

6. Introduction Process Phases and Record Status 66 Release Planning Release Planning P-3 Develop- ment P-3 Develop- ment P-2 QA Testing P-2 QA Testing P-1 Test/Staging P-1 Test/Staging Production In Planning In Development In QA Test Awaiting P-1 Approval Ready for P-1 In P-1 Awaiting Prod Approval Ready for Production In Production Closed Release Record Status Draft Analysis & Design Ready for P-2 In P-2 Ready for P-1 In P-1 Ready for Prod Approval In Production Closed Feature Record Status In Development Awaiting Prod Approval Task Record Status Pending Assigned In Progress On Hold Completed Cancelled Ready for Prod

7. Introduction Process Phases and Record Status 77 Feature Level Approvals: Practice Manager must approve each Feature prior to deploy to production 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. 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.

8. Types of Features Defect Corrections & EnhancementsUpgrades & PatchesConfigurationsApplication Deployments (GMAS)Monthly ReportingBack-End Data change 8

9. Introduction: Release & Deployment Models Enhancements & Defect Corrections 99 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) 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)

10. Introduction: Release & Deployment Models Upgrades & Patches 10 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 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

11. Introduction: Release & Deployment Models Configurations 11 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 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

12. Introduction: Release & Deployment Models Application Deployments (GMAS) 12 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

13. Introduction: Release & Deployment Models Monthly Reporting 13 Monthly Reporting Feature types are used specifically for monthly reporting requirements and should not be used for other purposes

14. Introduction: Release & Deployment Models Back-End Data Changes 14 Back-End Data Changes are not typically associated with a Release

15. Introduction Ongoing Support and Documentation 15 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

16. 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 16

17. Working with Feature records in ServiceNow Creating a New Feature Record 17 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.

18. Working with Feature records in ServiceNow Creating a New Feature Record 18 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. 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.

19. Working with Feature records in ServiceNow Enhancements / Defect Corrections 19 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.

20. Working with Feature records in ServiceNow Enhancements / Defect Corrections 20 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.

21. Working with Feature records in ServiceNow Enhancements / Defect Corrections 21 Click the lock icon to open the Watch List. Enter people you want to receive the Work notes as the Feature record is updated.

22. Working with Feature records in ServiceNow Enhancements / Defect Corrections 22 The External Tickets tab allows you to enter links to JIRA tickets. ServiceNow will identify the number of open issues associated with the Feature.

23. Working with Feature records in ServiceNow Enhancements / Defect Corrections 23 The 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.

24. Working with Feature records in ServiceNow Enhancements / Defect Corrections 24 The 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.

25. Working with Feature records in ServiceNow Enhancements / Defect Corrections 25 The 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.

26. Working with Feature records in ServiceNow Enhancements / Defect Corrections 26 The 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. 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.

27. Working with Feature records in ServiceNow Enhancements / Defect Corrections 27 The 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.

28. Working with Feature records in ServiceNow Enhancements / Defect Corrections 28 The 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.

29. Working with Feature records in ServiceNow Enhancements / Defect Corrections 29 The 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.

30. Working with Feature records in ServiceNow Enhancements / Defect Corrections 30 The 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.

31. Working with Task records in ServiceNow Tasks 31 To 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.

32. Working with Task records in ServiceNow Tasks 32 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.

33. Working with Task records in ServiceNow Tasks 33 If you select Percent complete as a column for the related list, the progress bar will appear.

34. Working with Task records in ServiceNow Deployment Tasks 34 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. 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.

35. In-Class Exercises: Working with Feature records in ServiceNow 35 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

36. Instructions 36 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

37. 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 37

38. Approvals and deployment to P-1 and Production Release/Feature Approval 38 When 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.

39. Approvals and deployment to P-1 and Production Release/Feature Approval 39 Click on the Approve or Reject button to approve or reject the Release. (Rejecting the Release will require adding comments).

40. 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 40

41. Tips & Techniques and Feature templates Using Personal Filters 41 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’)

42. Tips & Techniques and Feature templates Reporting 42 Go 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

43. Tips & Techniques and Feature templates Reporting 43 We will demonstrate this in ServiceNow.

44. Tips & Techniques and Feature templates Feature Templates 44 To 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..

45. Tips & Techniques and Feature templates Feature Templates 45 When 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.

46. 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.edusnow-rm-test@harvard.edu –Weekly brown bag session starting November 14: Thursdays noon to 1:00 p.m. Room 410, 8 Story St. Questions? 46