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 3New Features in ServiceNow 05/07/2013

1 st topic Presentation of the new light User Interface: Incidents layout

Current layout: the default view 05/07/2013 New Features in ServiceNow5 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: 05/07/2013 New Features in ServiceNow6 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 New Features in ServiceNow7 1.Basic variable zone 1.Tabs area and specific variables 2.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 New Features in ServiceNow Who: caller 2.From: SE, FE, assignment group and supporter 3.What: Location, short description and description 4.Ticket number, SLA due 5.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 New Features in ServiceNow9 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 New Features in ServiceNow10 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 New Features in ServiceNow11 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 New Features in ServiceNow12 Field displayed when Caller = Guest If “related child incidents” is displayed

The tabs (3): internal communication 05/07/2013 New Features in ServiceNow13 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 New Features in ServiceNow14 Master ticket reference Conversion from and to Children list if child ticket field

The tabs (4): related tickets (cont.) 05/07/2013 New Features in ServiceNow15 For ITCM tickets Associated vendor tickets Associated Event ticket

The tabs (5): Log 05/07/2013 New Features in ServiceNow16 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 New Features in ServiceNow17 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 New Features in ServiceNow18 Main CI List of associated CIs list displayed if CI available

The tabs (7): SLA 05/07/2013 New Features in ServiceNow19 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 New Features in ServiceNow20 Activity log in chronological order Filters editable below

1 st 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 ServiceNow22

The tabs (7): SLA 05/07/2013 New Features in ServiceNow23 Delivery field for requests As soon as possible  Default value Fixed  Date and time mandatory Flexible  Start Date&time + end Date&time mandatory

The tabs (9): Approvals 05/07/2013 New Features in ServiceNow24 Approval type (anyone/everyone) Approval records

2 nd 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 1 st : User 2 nd : Calendars type 3 rd : Functional Elements Best Effort Piquet FE(s) Granularity levels of calendars definition 05/07/2013 New Features in ServiceNow26

Getting started: Navigation Panel 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 05/07/2013 New Features in ServiceNow27

Creating a new calendar: Intro 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 /07/2013 New Features in ServiceNow28

Creating a new calendar: Fields Calendar type: Best Effort (default value) or Piquet  2 nd level 2.Declaration of FEs for the current calendar  3 rd 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 ServiceNow29 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 /07/2013 New Features in ServiceNow30 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 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 New Features in ServiceNow31 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 05/07/2013 New Features in ServiceNow32

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 New Features in ServiceNow33

Accessing all existing calendars Application of filters based on: 1.Calendars type: Best effort, piquet, ALL 2.Functional Element of the login person 12 05/07/2013 New Features in ServiceNow34

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 New Features in ServiceNow35