GBS Query Management Process and ServiceNow Training

GBS Query Management Process and ServiceNow Training
Good morning everyone and welcome to the Query Management Process and System Training session. My name is Fauzi Khan and I will be walking you through the query manahemgement process and system training that you will be following at the SGBS. Over the phone and through office communicator, my collegues from LA are joing me today. Let me inroduce you to Lorraine Crawley and represent IT team . She is responsible for the configuration and technical setup for service now. I also have Ali Saghafi, member of my team and has helped me bring all the pieces together.

Objectives…………………………………3 Introduction & Principles…………..5
Agenda Objectives…………………………………3 Introduction & Principles…………..5 Process Overview ……………………..9 System Navigation …………………..20 Running a Report ……………………42 Reports Overview…………………….49 Conclusion ……………………….……..57 Appendix ……………………………….59

Show me Demonstrations
Strategy for Training Tell me Concepts Instructor-delivered information you need to know to successfully perform job-related tasks Show me Demonstrations Demonstrations of job-related tasks performed in applicable system(s) Help me Handouts Training tools to assist you back on the job

At the conclusion of this course you will be able to:
Objectives At the conclusion of this course you will be able to: Introduce the standard query and issue management process and the Service-now tool used by GBS. Explain the guiding principles of the process. Describe the roles and responsibilities of those involved. Describe the basic steps of query/issue resolution. Demonstrate how to work within the Query Management system. Demonstrate how to setup reports. Describe how End Users access Self Service. Listes here are the agenda itesm that we will go over today

Introduction & Principles Process Overview System Navigation
Agenda Objectives Introduction & Principles Process Overview System Navigation Self Service Reports Overview Appendix Conclusion

Introduction Objective of the standard query management process and Service-now tool, at GBS. We are in the business of CUSTOMER SERVICE Resolve customer queries/issues quickly and accurately Minimize negative impact on business operations (both GBS and LOB) Improve management (ownership, tracking and reporting) of queries/issues throughout their lifecycle The need to track, understand, analyze and manage the customer inquires. Recognize opportunities for continuous improvement. Identify opportunities for training Identify opportunities for process improvement Updating knowledge base materials which will allow staff to be more responsive

Principles All customer queries and issues must be logged and managed through the GBS query management system – “Service-now”. There are designated GBS addresses that have been established by process, by country, by customer company and by LOB that should be used by all customers and vendors and GBS personnel to communicate queries/issues. This will allow auto logging of the queries/issues in Service-now. All other customer queries and issues received via telephone, personal address, fax etc. need to be logged manually in an “open” state in Service-now. Any follow ups addressed to the generic/designated boxes will be tracked automatically in Service Now. Important note: Always reference the query number QRY in the subject line or the body of the in order to ensure that the communication history gets tracked in the ticket. When replying back to the query, always use the option of the query screen when communicating with the customer to maintain the history.

Principles (cont’d) Keep the customers informed.
For IT incidents that come into Service-now that are not supported by GBS: If initiated by a non SPE user; they should be closed and the customer contacted and asked to re-direct them accordingly. If initiated by a SPE customer, click on the “Send to GSD” button to convert the query into an Incident and route it to the SPE IT Support (Global Service Desk).

Query/Issue Management Process
There are different ways in which the GBS can be contacted (internally & externally). The use of and Service-now is encouraged as that enables automatic logging of the queries/issues in Service-now. There will be designated GBS addresses established by process, by country, by company and by LOB that should be used to communicate queries/issues. Internal Customers will have the option to log the query/issue directly into Service-now Queries/Issues received via phone, fax, scans and letters require manual ticket creation. There are many ways to contact and interact with the SGBS from the traditional methods of phone, , fax and ground mail and now introducing Service-now Self Service which will be discussed in more detail later. Scans Letter Fax Service-now Phone 11/18/2018 -- SPE Confidential 10

Query/Issue Management Process Overview
External (Vendors & Customers Initiate query ( ) Initiate query (phone) Provide required information Receive notification of resolution SPE Customers Initiate query ( or self-service) Receive notification of resolution Initiate query (phone) Provide required information GBS Internal Provide required information Receive notification of resolution Initiate query (self-service) Initiate query (phone) GBS Process Team Member Need to describe Self Service and who uses Self Service. Register and assign query Review and assign queries with "open” status Research and contact relevant party if necessary Resolve query Close ticket & Notify requestor

Query/Issue Resolution Process
There are 7 basic steps to resolve a customer query/issue: Identification Recording/Logging Categorization & Assignment Investigation and Diagnoses Resolution Resolved? Closure

Query/Issue Resolution Process

Roles and Responsibilities
Analyst/Accountant/Specialist Create queries based on phone calls, assign queries and issues received from self-service and auto generated queries Assign the appropriate category and priority in the system Update the status of the query and issue as needed Resolve/close queries and issues timely and accurately Communicate/inform customers and vendors Team Leads Manage teams and monitor the query and issue resolution process Ensure that all queries and issues are assigned and prioritized properly Issue escalations and complaints Take ownership of High Impact/High Urgency queries and issues if necessary Notify Manager/Director of queries and issues that need to be escalated outside of GBS Ensure the queries and issues are managed to meet Service Level Agreement (SLA) targets Ensure that queries and issues are managed efficiently

Roles and Responsibilities (cont’d)
Managers/Directors Ensure adequate resources are available for addressing and handling the queries and issues Ensure the knowledge base is updated and maintained as required Take action on any escalations from query/issue resolution which affects the processes they oversee (that can’t be handled by Team Leaders) Monitor that SLAs are met Monitor the timeliness, effectiveness and efficiency of the query/issue resolution process Identify common query/issue themes and identify opportunities for training/process improvement Perform assessment analysis of query/issue volumes and resolution rates/procedures GBS Customers, Line of Business, and Support Departments Respond to GBS inquiries as requested

Key Concept and Definitions – Assignment Group
Assignment Group : Each GBS process team member is assigned to an “Assignment Group” in the Service-now. This is based on the Customers, Process, LOB and Country they are responsible for. Depending on your role and assignment group in the system, you will receive notifications for queries and issues assigned to your group. All queries and issues assigned to your group will be available under the My Group Queries section in the Service-now tool. All queries and issues assigned to you will be available under My Queries section. Members of the GBS team can view all queries and issues in the system by using the All Queries section.

Key Concept and Definitions – Priority Ratings
Description Critical Affects reputation of Sony or has external/3rd party impact An entire country/LOB is affected and cannot conduct core business A high number of internal/external customers are affected Creates risk to business/operations if not resolved immediately Affects materiality of financial statements SLA: RESOLVED BY 24 hour except weekends High VIP involved (e.g., FD or MD) Will affect the ability to meet SLA targets in the current month Affects reputation of Finance and the GBS SLA: RESOLVED BY 48 hours Moderate Affects a limited group of people Allows LOB to operate, but causes inconvenience Medium impact on the ability to conduct business SLA: RESOLVED BY 72 hours Low Low impact on the ability to conduct business SLA: RESOLVED BY 5th Day

Key Concepts and Definitions – Customer Types
Description Customer – External (SGTS) This refers to the customers outside of SPE (Sony Pictures Entertainment Inc.). For Example - SGTS (Sony Global Treasury Services) Customer - Internal (SPE) This refers to the customers from within SPE (Sony Pictures Entertainment Inc.) Other Third Party This refers to customers outside of Sony Corporate such as any third party or vendor GBS Team This refers to internal GBS team ( Sony Global Business Services team based out of Gdynia, Poland) SGBS Team This refers to internal SGBS team (Sony Global Business Services team based out of Manila, Philippines)

Key Concepts and Definitions – Customer Company
Description SPE AP Sony Pictures customers who will be serviced by the SPE AP team SPE IHE Sony Pictures customers who will be serviced by the SPE IHE team SPE SPRI Sony Pictures customers who will be serviced by the SPE SPRI team SPE SPTI Sony Pictures customers who will be serviced by the SPE SPTI team Call Back Number and Customer Name will not default if the is inbound from a vendor or 3rd party. Note how the Short Description and Detailed Description are populated. User the following address to automatically create a Query:

Accessing Service-now
Access Service-now from mySPE. Choose GSD Service-now under the Apps tab.

Basic Navigation Expand/Collapse the left options pane
Link to access query via Self Service. Expand to view options Your assigned queries This is the main screen for Service-now. You can expand and collapse options in the left pane. You can readily view the queries assigned to you.

Creation of a Query in Service-now
There are two ways that a query can be created: Automatic s sent to the designated GBS mailboxes (see appendix) will automatically create a new query and assign it to the associated Assignment Group. Queries/issues submitted through the Self Service option of Service-now will automatically create a new query and assign it to the appropriate Assignment Group. Manual GBS users can use the “Create a New Query” option in Service-now to log and create a new query detailing the customer request and assign it to the appropriate Assignment Group.

Query Creation – Auto Generated Queries
If a query/issue comes in via one of the designated GBS address or is submitted through Self Service, a Service-now query will be automatically created with some of the values assigned automatically (fields with red arrows [ ] below). Any of the fields can be modified as needed by GBS. Below is an example of an query/issue created based on received form a SPE customer. Call Back Number and Customer Name will not default if the is inbound from a vendor or 3rd party. Note how the Short Description and Detailed Description are populated. User the following address to automatically create a Query:

Query Creation – Auto Generated Queries
Below is an example of a query/issue created based on received form a non-SPE customer. Note the checked checkbox and other different field values from the prior example. Contact name should be updated with the name of the user if available. Call Back Number and Customer Name will not default if the is inbound from a vendor or 3rd party. Note how the Short Description and Detailed Description are populated. User the following address to automatically create a Query:

Query Creation – Additional Fields
In addition to the required fields it is highly recommended that the following fields are populated (or corrected) based on the individual query/issue details: Call Back Number: can be utilized to immediately contact the customer with any follow-up questions. Contact for written communication which will be documented by Service Now (Make sure to use the Service Now mail option and not Outlook when ing the customers). Assigned To: assigning a member of the GBS team will allow for a quicker resolution of the query/issue. State: this will allow for identification of the status in which the query/issue resides (i.e. In Progress) in case of any follow ups. Content Type: This will allow for distinguishing of Queries (simple inquires/ questions) versus Incidents (directed to IT) versus Issues (customer concerns).

Query Creation – Additional Fields (continued)
Customer Company: This will allow for identification of the customer type . Country / Territory: Identifies the country from which the query/issue was originated. Process: Identifies the Process which the query/issue relates to (i.e. Record to Report, Procure to Pay). Sub-Process: Identifies the sub-process which the query/issue belongs to (the available selection will be limited based on the Process value selected). SLA: Identifies the type of Key Performance Indicator the query/issue can be measured against (Please note that not all sub-process values have associated SLA values associated with it).

Query Creation – Manual Query
If a query/issue comes in via a phone call, fax, scan or letter; you will need to manually create a ticket and enter the necessary information. The fields with a red bar before the name are the minimum information required to create a query. Discuss fields that are important though they are not required (Call Back Number, Customer ). Assignment group is required, but can be changed. Priority level defaults to 3-Moderate. State Definitions: Open - When a ticket has been created and no action is being taken Pending – When the resolution is under investigation Work in Progress – Work to resolve the query is underway Closed Incomplete- When a ticket is closed without full resolution Closed Skipped - When is a ticket is closed without action taken Expected Completion Date is the requested due date. Short Description is required. Customer Type: The person requesting the query internal or external. You must populate the Process before you can assign a Sub-Process. SLAs are linked to the Process/Sub-Processes. Not all Process/Sub-Processes combinations have SLAs. Incident field – example, end user requested GBS to resolve an issue that doesn’t apply to GBS. It allows SPE to reference information already captured.

Manual Query Creation: Populating Required Fields (Contact Name)
The customer’s Contact Name can be filled out via the following three options: Customers with access to Service Now can be located by typing of their name in the “Contact Name “field (all matching values will be displayed). Customer with access to Service Now can be located by using the look up button. If the Customer does not have access to Service Now the “Contact Not Found” checkbox can be checked and their name can be filled out manually. Option 2 Option 1 Option 3

Manual Query Creation: Populating Required Fields (Assignment Group)
Each query/issue should be assigned to the appropriate Assignment Group for proper resolution: Assignment Groups can be located by typing of their name in the “Assignment Group” field (all matching values will be displayed). Assignment Groups can be located by using the look up button. Option 1 Option 2

Manual Query Creation: Populating Required Fields (Priority and Short Description)
Each query/issue must be assigned to the appropriate Priority level for proper categorization. Each query/issue must include a short description of the customer request / purpose. Select from Dropdown Type in the Description of Request

Manual Query Creation: Populating Required Fields (Customer Type)
Select from Dropdown

Manual Query Creation: Submission of Query
Once all of the necessary information has been documented, click Submit to complete the creation of the query.

Query Recording and Logging – Detailed Description, Work Notes and Comments
Further down the form, there are other areas to enter information regarding the query/issue as they become available. Use this section to provide the details for the query/issue. This section is used by the GBS team to communicate with other GBS team members. It is not visible to the customer/end user. Use this section to enter any other applicable information that needs to be communicated to the end user.

Query Recording and Logging– Activity Log
Scroll down to the Activity section to find all inbound and outbound communications, as well as a history of any changes to the query/issue. Attachments & Images-can also be found in the Activity section Expand to view the details

Query Categorization – Updating Priority and State Field
Any sent to designated boxes will create tickets that are classified in state: “Open.” The GBS resource can then close these items immediately or change the state to “Work in progress” If additional information is needed to process the query/issue, the state should be changed to “Pending”. If a ticket is closed and completed the state can be changed to “Closed Completed”. “Closed Skipped” is selected for queries/issues are not applicable to the GBS team and forwarded to IT as Incidents. “Closed Incomplete” should not be used as it will be removed from Production.

Query Investigation – Outbound Communication (with Customers/Vendors)
Outbound communication (to customers or other GBS users) should be done via Service-now option once the query/issue has been saved with all the required fields (this option is not available until the query/issue is updated with all the required fields filled out).

Query Resolution and Closure – Closing the Query
Once the query/issue has been resolved, it should be closed. An is automatically sent to the customer when the query/issue is closed (see below). Closed queries/issues can be re-opened.

Managing Queries (My Queries, My Group Queries)
Throughout the day, you should be checking for new queries and issues under the My Groups Queries. You can also search for any query via the All Queries option.

Managing Queries - Search and Filters
There are many ways to filter, group, search and sort: Under the Queries drop down, you can Filter, Group By, determine the number of lines to view (Show) and Refresh the query list From the Go to drop down, you can select the types of queries you want to view Search field Title headings

Managing Queries - Sorting Options
You can select the available fields by which the queries and issues will be displayed by selecting the star button on the header.

Rules for using Generic/ Designated email addresses
If two GBS addresses are included in an ( for example in To or CC fields), only one query will be created and assigned to the first address listed. If a GBS address is added to an existing conversation a new query will be created and assigned to the Assignment Group associated with that new address. The GBS addresses are set up for incoming queries only. Any follow up outbound communication (to customers or other GBS users) should be done via option within Service-now and NOT from GBS mailboxes. All queries should be managed in Service-Now using “ My Queries” and/or “ My Group Queries” option and NOT through GBS mailboxes in MS Outlook. Any sent from the GBS mailbox does not automatically create a ticket in Service Now .

Agenda Objectives Introduction & Principles Process Overview System Navigation Running a Report Self Service Conclusion Appendix

Service-now - Running a Report
Service-now system provides the option to create, modify and run reports on any of the available fields in the query over a selected period of time. 2) Type ‘queries’ in the Reports search box. 1 ) In the Reports section, click View/Run to access Service-now reports.

Running a Report – Queries
Select the All Active Queries selection. ANIMATED SLIDE

Running a Report – Modify
Modify the selections as applicable. Add items from Available to Selected using the arrows. Options for adding filters or changing the report order are also available.

Running a Report – Save Click Run Report.
Then, to save the report, enter a title, then click Save.

Running a Report – My Saved Queries
Your saved queries will display here.

Agenda Objectives Introduction & Principles Process Overview System Navigation Running a Report Self Service Conclusion Appendix

Self Service - Overview
Customers with access to Service-now can utilize the Self Service option (“SGBS Query” link from their home page) to submit their queries directly in Service-now. This option can also be utilized by GBS team for creation and assignment of a query to an Assignment Group.

Self Service – Basic Navigation
Link to open a query. Snapshot of any other queries created by the end user.

Self Service – Query Submission
The user completes the query form. The required fields are indicated by the red line. Attachments can be added as needed. Once the query is populated and submitted it will be routed and assigned to the appropriate Assignment Group based on user selections ANIMATED SLIDE

Self Service – Query Submission
Immediately upon submission, a message appears notifying the user of their query number. This query will also be available from My Requests

Self Service – Post Submission
End users will be unable to edit any fields in the query except the Additional Comments field once it has been submitted. Only GBS analysts will have the capability to edit the query fields. Only editable field for End User

Self Service – Activity Log
Any changes made by the GBS analyst will be logged in the Activity Log at the bottom of the query Page Activity Log Only editable field for End User

Self Service – Confirmation Email
Once submitted, the end user receives a confirmation . Per the query selections, the request is routed to the appropriate SGBS assignment group.

Agenda Objectives Introduction & Principles Process Overview System Navigation Reports Overview Self Service Conclusion Appendix

Conclusion - Next Steps
You all have been assigned to appropriate assignment group in Service-now base on the Customer, Country, Process and LOB you are responsible for supporting. Start using the standard Query Management Process and Tool (Service-now) immediately upon Go-Live. Reach out to your Team Lead/Manager if you have any questions on how to log, categorize, prioritize, assign or handle a query. Log any issues, questions, and suggestion to the query management tool and also report them to your team lead. Project team will review these on a weekly basis and make the necessary enhancement to the process and system during the stabilization period. A monthly activity/status report on queries/issues logged in Service-now will be generated and shared with the stakeholders in the monthly operations review meeting.

Agenda Objectives Introduction & Principles Process Overview System Navigation Self Service Reports Overview Conclusion Appendix

Service-now Email Addresses and Assignment Groups (1/11)

GBS SPE Management Contact Information (1/2)

GBS SPE Management Contact Information (2/2) Internal customer can reach the GBS team using the internal dialing code (7681) followed by the 4 digit extension published in the phone directory on “My SPE” as this results in lower telecommunication costs for SPE.

SPE Process / Sub-process Mappings
OTC PTP RTR Fixed Assets Inventory Audit Balance Sheet Reconciliations Expenditure Approval Cash Application (Transmission) Automatic Payments Allocations Month-End Activities Intercompany Transfers Collections Document Scanning Physical Inventory Inventory Reconciliation Contract Maintenance Intercompany Bank Reconciliations Reporting Maintain SKUs Customer Master Data Manual Payments Cash and Bank Fixed Assets Transactions Other (Ad hoc support) Intercompany billing Month end reporting Compliance & controls Fixed Assets Labels Perform Month End Activities OTC reporting Non-PO invoices Finance Pack PPV Analysis Projects PO invoices WHT documentation Pre/Post-Processing Flux Analysis Inventory Closing & Opening Debit/Credit Note Creation Hard Close and Consolidation Inventory Devaluation Month End Activities Purchase Orders analysis iDoc Management Inventory package Sales Reconciliation UAT and PVT Journal Entries Vendor Data maintenance Interface Management Cash Application (Cheque) Weekly reporting Cash Application (Major Customer) Payment Proposal Other Closing Tasks Other GL Validation Other reconciliations Withholding Tax documentation Revenue billing/Invoicing Payment Terms Taxes Non-PO invoices (Manual) WBS Allocations Deliverables Revaluation Vendor Data Maintenance Customer Data Maintenance Year End Closing Chart of Accounts Maintenance Investments Financial Analysis Period Close

SPE Process - Sub-process Mappings (continued)
TCM Royalties Hire to Retire PIA Tax HR Payroll Accounting Royalty Statements Benefits Information KPI MPM Creation Intrastat Declaration Banking Interfaces Audit Invoice Verification Personnel Data Royalty Advance Tax Audit G/L Interfaces Bank Reconciliation Contract Maintenance Process Payroll Royalty Contracts Tax Reports Leave Maintenance Bank Signatories Reconciliations Reconciliation Reporting Tax Returns Onboarding Cash Flow Analysis Journal Entries Royalty deliverables Transfer Pricing Payroll Processing Close Bank Account Royalty Accruals US GAAP Personnel Data Maintenance Investments Royalty Queries VAT Retire Staff Manage Bank Relationships Projects Manage Company Credit Risk Managing Cash Transactions Manual Payments

SPE Sub-process /SLA Mappings
Process - Sub process – SLA Category SLA Number OTC Cash Application (Transmission) Accuracy OTC-AC03 Timeliness OTC-TM03 Cash Application (CHQ) OTC-TM08 Cash Application (Major Customer) OTC-TM09 PTP Manual Payments PTP-AC07 PTP-TM06 Non-PO Invoices PTP-AC03 PTP-TM03 PO Invoices PTP-TM02 PTP-AC02 Payment Proposal PTP-TM04 PTP-AC04 Payment Terms Non-PO Invoices (Manual) PTP-TM07 FA Fixed Assets Transactions RTR-TM06 RTR-AC07 Inventory Inventory Package RTR-TM05 RTR-AC05 T&E Reconcile T&E Claims PTP-AC06 Royalties Royalty Deliverables RTR-TM02 RTR-AC02

SGTS Service-now Email Addresses and Assignment Groups

SGTS GBS Management Contact Information

SGTS Process / Sub-process Mappings (1/2)

SGTS Process - Sub-process Mappings (2/2)

SPE Sub-process /SLA Mappings (UK)

SPE Sub-process /SLA Mappings (Middle Office)

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GBS Query Management Process and ServiceNow Training

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