1. ServiceNow Training

2. Agenda: Basic Incident and Request
3/23/2018
Agenda: Basic Incident and Request
Introduction
Overview of project
Incident Fulfillment
ServiceNow
Follow the Incident Lifecycle through ServiceNow
Exercises
Overview of Requests
Queries & Reporting
Questions & Answers

3. IT Service Request System Overview
Help Desk & IT only
All new requests in ServiceNow beginning July 11th.
HEAT as Reference 30 days
The System will be rolled out to all IT Staff at the Medical School on July 11th. All requests will be entered into the new system starting that day. Heat will not be used.
Any tickets that are left open in HEAT and need to remain open, will need to be manually transferred into the new system by you or someone designated by your Manager. This should be done as soon as possible on July 11th so tickets do not get lost.
If anyone needs access to tickets in HEAT after July 11th, you will have access for 30 days. After that date, only the help desk will be able to access information.

4. Project Phases Phase 1 Incident Management Service Request Phase 2
Employee Self-Service (ESS)
For Phase 1
All IT Staff will be using the new system to log and process all Incident’s and Requests.
For Phase 2
Employee Self-Service is an employee portal where the customer can log tickets and requests, check status, etc.
We will also be introducing Chat in this phase
The projected rollout for the Self Service is Fall 2016

5. What you’ll get out of today’s session
3/23/2018
What you’ll get out of today’s session
Basic Navigation
Log a ticket
Work a ticket
Escalate a ticket
Resolve a ticket
Basic Incident & Request Management in ServiceNow
Log Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
Today we will do an overview of navigating through the system, log an incident from start to resolution. We will do an overview of a Request.
We will provide with a link to a web site that will have this presentation as well as the training videos from the Fulfiller Training, glossary of terms and other information for reference.

6. Incident vs Request Incident Request Something’s Broken or I Need Help
EITHER the INC or TASK number in your work
I Need “Something”
ONLY the TASK number in your work
Incident (INC)
Requested Item (RITM)
Task (TASK)
Task (TASK)
Task (TASK)
Task (TASK)
What is an Incident- (something is broken or I need help) An incident is an unplanned interruption to an IT service or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident.
What is a Request? A Service Request is Standard work to be done by an individual or group.

7. Roles: First Line – Initial Contact
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Roles: First Line – Initial Contact
The first person contacted by an end-user (regardless of title) is the First Line. This person is expected to:
Open the ticket
Gather and analyze relevant information
And either:
Resolve the issue, or
Escalate the ticket to a more appropriate member of that team or another group
Let’s talk about Roles
Drive bys – remember, who ever is tagged first by the Incidentor is the First Line; not just the Help Desk.

8. Roles: Assignee Works the Ticket Documents what is done
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Roles: Assignee
The member of the group who:
Works the Ticket
Documents what is done
Communicates progress to the customer
And either:
Resolves the issue, or
Escalates the ticket to a more appropriate member of the group or a more appropriate group
If they are calling on behalf of someone this must be noted in the description field of the ticket. This is important information to have in case you need to reach out to them again.

9. Roles: Queue Manager Queue Manager or Open Queue?
3/23/2018
Roles: Queue Manager
Queue Manager or Open Queue?
Regardless, for tickets escalated to the group, the Queue Manager or the Designee is accountable for:
Their timely assignment or acceptance
Ensuring that they are worked effectively and efficiently
Queue Manager takes on daily responsibility of assigning tickets to appropriate person.
Alternately, a group may decide that individual team members are responsible for checking the department queue several times per day.

10. ServiceNow Basics How to Log in
Navigate to the follow page:
Login with your UMass Med network credentials
We will walk through the tool.
You are welcome to follow along on your laptop
You’ll also be able to continue to experiment with the system once you leave here.
Recommended browsers (Safari, Firefox, Chrome, IE) all work IE squawks – popup blockers

11. UMMS ServiceNow Homepages
Standard IT, Manager, Help Desk
Banner Frame
Application Navigator
Content Frame
The Edge
The Home page is the same for everyone across IT based on roles. Depending on your role of Standard User, Manager, or Help Desk you will see similar information but it may be laid out differently on the page. Shown is the standard home page, which represents the majority of IT users. The page was designed to help you manage your work easily.
All landing pages contain these four sections: Banner Frame, Application Navigator, Content Frame, and the Edge.
The BANNER FRAME, shows your name, global search and gadget for additional features. This can be minimized by using the small arrow in the middle of the divider.
The Application Navigator, this panel is on the left. The options you see are based upon your assigned role. This can be minimized by using the small arrow in the middle of the divider.
The Edge can be customized for favorites, items you use often. This can be done by clicking and dragging an item from the Application Navigator.
The Content Frame initially displays a homepage that is made up of charts, lists, and scrolling news.
You can move items around on the screen and add items to your view. This will not change the Standard Template but will Create a “My Homepage”.

12. Incident Lifecycle – Identify and Log
3/23/2018
Incident Lifecycle – Identify and Log
Ticket always in the name of the person having the issue or for whom the request is made!
Searching for requestor name
Creating new contacts
Data field types
Important information
Create Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
Create new Incident …
Walk through the form …
Work Top to bottom, Left to right …
Incident Number
Caller - Start with first name (Henrietta Ford),
Category – most appropriate
Sub Category – most appropriate
Configuration item – for application support requests only
Impact – low (single user) ,medium (group/department), high (University wide)
Urgency – cannot work, no work around, have work around
Priority (defined by impact and urgency automatically)
Short Description - what needs to be fixed
Long Description – additional detail
Notes – work that was done to resolve, additional information from customer, communication with customer
Assignment Group - what group will be doing the work
Looked for the paper clip at the top of the page to add attachments to the ticket
Submit – submit ticket to the appropriate assignment group
Opening Tickets on Behalf of:
VIPs – shown in red with flag; priority auto +1
Be particularly sensitive if someone is flagged as a VIP; they are influential and you want positive feedback from them, not negative.
Customer is the person for whom the ticket is opened
Add the person’s assistant who is calling to open the ticket to the “Watch List”
Make a note in the Additional Comments that the assistant called to open the ticket
Now we have the basic contact information for the user …

13. Category and Sub-Category
3/23/2018
Category and Sub-Category
Down
Error
Login Issue
Performance Issue
File Transfer Issue
Assistance
Application
Audio Visual
Computer Support
File Share
Login Issue
Network/Server
Phone Support
Printer Support
Security
UMMHC
Choose Category
Sub-Category filters to available choices
Category
Sub-Category
Categorization
2 level services
Category (e.g. Application)
Sub-category (e.g. down, login issue)
Auto- routing

14. Priority = Impact + Urgency
3/23/2018
Priority = Impact + Urgency
Impact
High - Organization Wide
Medium - Group Impacted
Low - Single User Affected
Urgency
1 – Cannot Do Any Work
1 - Critical
2 - High
3 - Moderate
2 – Work impacted - No Workaround
4 - Normal
3 – Work impacted - Workaround Available
How BIG is the Impact?
How BAD is the Urgency?
Levels of impact and Urgency – Leads to priority's (see Priority Slide)
VIP priority is automatically incremented by 1 (to “critical” not MI)
Depending on the rules built, a ticket other than a P1 will page out to the appropriate team.

15. Incident Lifecycle – Investigate & Diagnose
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Incident Lifecycle – Investigate & Diagnose
Gather Information
Analyze & Research
Resolve or Refer
Log Incident
Categorize & Prioritize
Investigate & Diagnose
Short Description
Description
Work Notes & Attachments
Escalation
Resolve & Close
Don’t spend time on the slide. “You already know this stuff”
Go to the tool …
Short Description (80 Character limit) This is what you will see when you view all incidents.
Description- give more details of what the issue is in this space.
Default assign to group;
Can assign to an individual in that group BUT NOT without prior agreement
Note: Service Desk is not a dumping ground – If you don’t know where to assign it reach-out to your Queue Managers.
Watch List; add me.
Work Notes
Attachments
Save/Submit/Update

16. Categorize & Prioritize Investigate & Diagnose
3/23/2018
Exercise # 1
This exercise will focus on Identifying, Logging, Categorizing & Prioritizing, and Investigating & Diagnosing a new Incident
Enter the following URL:
Log Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
At this point, if you are not logged into the system, please do that now.

17. Homepage and Incident Screen
You should all be at a Homepage, most will see the Standard It Homepage. Confirm that everyone is at a Homepage and not at the Self Service Screen. If someone does not see the Homepage, take down their name. We will need to contact Donald to check their role. Please note that if your team does not have any work, you will not see the graphs.
On the right hand side of the Homepage, you will see “Create an Incident”. Click on it, and you should see the screen “Incident” as shown on the screen here.

18. 3/23/2018
Instructions
Scenario: Create an Incident and pick the person next to you as the customer.
Open an Incident with all required fields and save it
Change the impact and urgency and note how priority changes
Attach a document to the Incident
Add your boss or co-worker to the customer watch list
Send an to the customer
Go to the home page, click on <Watched Incidents>
Open the ticket you just created
Change the Assignment Group to your own group, if not already there
We will now go through the steps of opening an incident.
If there is an * next to a field, it is mandatory.
Depending on what you select as the Category will populate the Sub Category.
If you click on the arrow for Impact and Urgency, you will see different options. Based on this selection, will determine the priority. The priority cannot be modified. The rules for paging out have been built into the configuration of the system.
Once you have filled in all fields click “submit”. The system will generate an INC
Based on rules in the system, the incident may route directly to the division that is responsible for doing the work, or it may default to the help desk, for further clarification or closure.
As we develop the system, these can change.

19. Incident Lifecycle – Escalation
3/23/2018
Incident Lifecycle – Escalation
Assign to the appropriate group and note the reason in the work notes.
If it’s assigned to your group incorrectly, correct it.
Do NOT assign it to a specific individual (in another group) without prior agreement.
Log Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
Warm Handshake- never re-assign a ticket without speaking to the other team. This is good teamwork.
In some case once you work on the issue, you may need assistance from another group.
You can open a task for them and work the ticket together. They will close their own task.
You will resolve the whole ticket.

20. Incident Lifecycle – Escalation
3/23/2018
Incident Lifecycle – Escalation
The group to which the ticket is assigned “owns” the ticket.
The group that owns ticket is expected to track and monitor progress.
The group that owns the ticket is expected to communicate status as appropriate.
Log Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
If working jointly with another group on the ticket, they will close their own task.
You will resolve the whole ticket. It is your responsibility to contact the customer with the status and closure.
The ticket must be noted.

21. E-mail Communication Be professional No technical jargon
Ensure the subject line clearly identifies the content
Begin with a salutation
No technical jargon
Remember that you may be sending mail to readers with varying levels of expertise
Keep messages succinct
Use short paragraphs and double spacing between them
Use bullets and headings where appropriate
Write as you would speak
Speak the message out loud to hear how it sounds
Put the most important items first
Do not rely on spell-check to spot misspellings
Carefully proofread all messages
Do not include anecdotal remarks! - examples
Hit high level bullets
Treat every field and every ticket as if it were public information
i.e. don’t put anything in there you wouldn’t want the caller or your mother to see
Chances for miscommunication increase when you type rather than speak your words. When is your means of communicating with your customer, you want to make sure what you write is what you mean to write. Take special care before hitting the send button.
We’ll be putting some sample communications on the web site.

22. Incident Lifecycle – Resolve & Close
Update: Ensure Category, Impact, and Urgency still appropriate
Comment: Document Resolution Notes (not customer visible)
Link: Ensure any related records are linked
Resolve: Update status to resolved
Close code
Close notes
automatically sent to Customer
Valid “Customer” required
Link to reopen
Close: Ticket automatically closed after 3 days
Tickets can not be reopened
Survey link sent to all
Log Incident
Categorize & Prioritize
Investigate & Diagnose
Escalation
Resolve & Close
Show tool:
Changed status to resolved – other field updated
Resolution Tab
Provide useful notes
to client on resolution
Can’t resolve without Assigned to being filled out

23. Apply UMMS Values to Your Work!
Take personal responsibility for resolving the situation.
Tell the customer what you are going to do to solve the problem.
3 day – 3 way
Contact within 1 business day
Focus on what you CAN do.
Escalate
Find out who can help by reaching out to other teams.
Follow through and uphold any commitments you made to the customer.
When handling sensitive, difficult, complex or emotional issues, direct person-to-person contact, i.e. phone, is best.
User-focused
Innovative
Collaborative
Open
Talking about ownership, escalation and communications …

24. Instructions Scenario: You are going to resolve your open Incident.
Open an Incident from your Watched Incidents list. If you do not have an Incident opened that is assigned to you, create one.
Once you have opened the Incident from your Watched Incidents list, click on the “Resolved” button.
Complete the mandatory resolution fields. (Hint: look for the Resolution Information tab)
Enter <Resolution Notes>
Save the record
Now we will resolve the incident.
This ticket will remain in a resolved state for 3 days. You will see this in your groups work. On the 4th day the ticket will close automatically.

25. Request Overview A customer needs “something”
Fill out appropriate request form and submit
Tasks are automatically generated
Description:
A Service Request is a request from a User to provide goods or services; for example, a password reset, a new computer, or access to an internal drive. Many of these Requests may actually be small, low-risk Changes.
Demo submitting a request form.

26. Request Process Overview
Submission
Approval
Fulfillment
Closure
Requester
Approvers
Requester
Task Owners
Requester
Service Requests move through a basic process that includes submission of the Request, approval or preapproval, fulfillment, and closure. The system sends automatic notifications to key stakeholders at important milestones during the Request lifecycle.
Submission – Users select one or more items from the Service Catalog, fill out the required order form(s), and submit the Request
Approval – Some Requests may require approval for the overall order or approval for individual items within the order
Fulfillment – Following approvals (or preapproval), the User fulfills each item in the order individually through a series of predefined Tasks
Closure – A Request is considered Closed when each item within the order has been fulfilled
Regardless of the specific item(s) ordered, all Service Requests are structured similarly.
A Request is created to hold one or more items that may be part of the order. A Request is identified by a unique REQ Number and is simply a container of other information, such as the specific item(s) ordered, the aggregate price of the order, or the State of the overall order.
A Requested Item is the specific item or service being ordered, such as a new laptop or access to a drive. More than one Requested Item can be placed into one Request, depending on which items you are ordering. A Requested Item is identified by a unique RITM number and may provide information such as the fulfillment Stage or price for that particular Item.
All work to fulfill Requested Items is done at the Task level. Tasks are predetermined by your organization and customized for a specific Requested Item. To fulfill a Requested Item, one or more Catalog Tasks, identified by a TASK number, must be assigned and completed.

27. Firewall Exception
Trainer- please open a Firewall Request. Remember to write down your REQ Number.
Here is an example of a Catalog Item which is the Firewall Exception Form. All fields marked with a red asterisk needs to be filled out. Once filled out on the right side you need to click Submit under the Order the Item field.

28. Order Confirmation Request Number (REQ) Order process Stage
A confirmation is displayed after the order is submitted. The confirmation contains the Request Number, a description of the item(s), the price, quantity, and workflow Stage.
Clicking on the arrow below the Stage provides a summary of the steps required to fulfill the request. The Requester may also drill into the item description link and view additional details about the status of the order.
Once you submit a Request with one or more Requested Items, a predefined workflow is launched for each RITM. Depending on the specific RITM, the workflow may require an approval before fulfillment can begin.
Once the RITM is approved (or preapproved), Tasks are automatically created by the workflow. When these predefined Tasks are complete, the RITM is automatically marked complete.
Note: Some conditions may trigger an approval at the Request level prior to kicking off the Requested Item workflow.

29. Request Fulfillment Modules
Number Prefix
Record Type
Description
REQ
Request
Information about the order and relationships to all the ordered items (i.e. a Shopping Cart)
RITM
Item
Item that was ordered including its relationships to all the tasks needing to be fulfilled to deliver the item successfully
TASK
Task
Work to be done to fulfill the order of a particular item
Request Fulfillment is conducted in the Service Catalog application on the Application Navigator.
Service Request records are broken down into three different types:
Requests - Records are prefixed with REQ and they act as a container (i.e. a shopping cart) relating all the Items ordered in a particular submission.
Items - Records are prefixed with RITM and represent one requested specific good or service. Workflow is associated with the RITM record and governs the specific approvals and fulfillment tasks for the unique item.
Tasks - Records are prefixed with TASK and represent one activity being performed in a list of one or more activities as part of the fulfillment of a specific item.

30. Request Task Request Task created automatically following approval
First Task is set to Open
A Request Task is automatically generated following approval for the Requested Item. Alternately, Tasks are created automatically upon submission of the Request if no approval is required. Tasks are automatically assigned to the group predetermined by the workflow.
When all Tasks have been completed, the RITM is completed.

31. Work a Task Once you locate your assigned Task: 1 2 3
Document your progress in the Work notes 2 3
As the Task Assignee, change the TASK State to Work in Progress. This indicates that you are actively working on the Change Task.
As you fulfill the Task according to the information in the Description and Short Description, document activities and findings in the Work notes field. Upon saving the Task, all Work notes are stored in the TASK Activity section.
Each Task has a reference to the Requested Item in the Request item field. Hover over or click the reference icon to view the Requested Item form.

32. Closure
When all Tasks are marked as complete, the parent Requested Item and Request are set to Completed by the workflow
If a Request contains more than one Requested Item, then the REQ it is set to closed only after all of the RITMs are completed. Once the Request is closed, the Requester is notified that the Request has been fulfilled and is complete.

33. Demonstration This demonstration will focus on: Searching Reporting
Review upper right search box to find anything!
Reporting: Trainer- please ask if anyone will be using reports.
Use Service Desk Resolved by assignee
How to get to it, run it , edit time permitting.

34. 3/23/2018
Training documentation
Video clips
FAQs
Tips & Tricks
Quick Reference
Supporting Information
Everything is being posted to … (Show it)
You’ll find the training presentation, User Guide, FAQs, etc.
This is in the open.
It is also very fluid and content will be constantly added and updated.
Services continue to be finalized.
Documentation will be continually improved.
Come back often.

35. Q & A Where to get help Where you can ‘practice’ with the tool
3/23/2018
Q & A
Where to get help
Where you can ‘practice’ with the tool
umassmeddev.service-now.com
Mail is NOT enabled
How to give us your feedback or additional questions
We know that this may have overwhelmed you a bit. Please know we are here to help you! Reach out to us….
Please use the system to practice.