1. Nicole Crémel, Elias Alvarez, John Hefferman (SNOW developers) IT / Service Management 16/07/2013 1Nicole Crémel IT-DI-SM

2. Why? Use Service-now: Full integration with the CERN Service Catalogue (SEs and FEs) and the Service Management processes Similar and coherent User Interface (Service-now web forms) Possible creation from other processes (Incidents, Changes, …) Web implementation with the Service Portal replacing several web sites (2 Drupal sites for IT and GS SSB, 2 SharePoint sites for C5 reports and Alerts) Tool and Service Portal both available even if CC is down The Drupal SSB was presented (2 years ago) as a “temporary” solution, waiting for a more definitive solution with Service-now and with the Service Portal 16/07/2013 Nicole Crémel IT-DI-SM2

3. What ? In addition: Integration of “Service Reports” (C5, C3) and alerts in the same project  Coherent approach for all service-related information: SSB, Service Reports (C5/C5) and Alerts Possibility, in the SSB, of user-defined views (Personal pages for Service Status per building, service, …) Different levels of access (visibility parameter) The Service Portal, focal point for end users, to be used for all “services information” (SSB, Service Reports and CERN Alerts) 16/07/2013 Nicole Crémel IT-DI-SM3

4. How and When …  Implementation Use out-of-the-box ‘task_outage’ record (+ customized for the project) Same record used for all (SSB, Service Reports and Alerts) N.B. ‘task_outage’ record is referred after as “OTG record” (OTGnnn)  Timeframe Today: version for tests available in ‘cerntraining’ for all ITIL users (  https://cerntraining.service-now.com)https://cerntraining.service-now.com Production: end summer (September?) Start with SSB (Service Reports / Alerts soon after)? 16/07/2013 Nicole Crémel IT-DI-SM4

5. Service Status Board  Outage Record Publication Scope : SSB Publication Type: Major Incident / Planned Intervention / Service Change  Moderation Make it lighter and only do post-checking (after publication) (Note: today 75% is force-published and 95% require no change)  Visibility CERN or Public  Views (pages on the web) Predefined views (same pages/views as in current SSB) Additional “Personal” views customizable by all users (if they want/need) 16/07/2013 Nicole Crémel IT-DI-SM5

6. C5/C3 Service Reports  Outage Record Publication Scope : Service Report Publication Type: Major Incident / Planned Intervention / Service Change / Information  Visibility Restricted (C5 group who have currently access to the C5 web site)  Workflow similar to current implementation After meeting secretary compiles comments, generates pdf and publishes in Indico (as simple as in current SharePoint implementation) 16/07/2013 Nicole Crémel IT-DI-SM6

7. Alerts  Outage Record Publication Scope : Alert Publication Type: Major Incident / Planned Intervention / Service Change / Information  Visibility Most often CERN  Publication policy to be established Meanwhile no change 16/07/2013 Nicole Crémel IT-DI-SM7

8. How it looks like in the Portal 16/07/2013 Nicole Crémel IT-DI-SM8 All sites available in the menu “Service Information” in the portal

9. SSB in the Portal (CERN SSB) Service Status for CERN  For all services (SEs) defined in the catalogue As in current SSB, 4 pre-defined “views” (via tabs): 1.Summary (previously called “Home page”) 2.Major Incidents 3.Interventions 4.Service Changes (+) Possibility to add “customized” views (personal pages) 16/07/2013 Nicole Crémel IT-DI-SM9 For display on TV screens  possibility to toggle off the “top banner”

10. Computing SSB (IT SSB) Select entry to see details: e.g, “AIS DB is down” …/… next slide Only for services related to “computing”  Pre-built “view” with a filter on all services (SEs) related to “computing” (IT, GS-AIS, GS-ASE…) As in current SSB, 4 pre-defined “views” (with tabs): 1.Summary (previously called “Home page”) 2.Major Incidents 3.Interventions 4.Service Changes (+) Possibility to add “customized” views 16/07/2013 Nicole Crémel IT-DI-SM10

11. SSB – Display one entry (portal) 16/07/2013 Nicole Crémel IT-DI-SM11 Entry selected “AIS DB is down” SSB article is formatted as in the current site

12. SSB Creation of customized view (portal) Give a name Define your filters as you wish, for your own customized view (personal view) 16/07/2013 Nicole Crémel IT-DI-SM12

13. Service Reports in the Portal – Top page  Select “Service Reports for IT” (or “Service Reports for GS”, we can add more if needed …)  Select date of the report you want to see: e.g. 5 July …/… next slide Top page with all dates for the meetings 16/07/2013 Nicole Crémel IT-DI-SM13 C5 reports for IT available in the Service Portal

14. Service Reports in the Portal – One entry Entry selected “2013-07-05” (i.e. Service Report for that day) 16/07/2013 Nicole Crémel IT-DI-SM14 Note: page is currently organized by organic units (in tabs) but can be organized differently, e.g. by services

15. Alerts in the Portal Select entry to see details: e.g, “Blood donation …” …/… next slide 16/07/2013 Nicole Crémel IT-DI-SM15 Possibility to see in the portal all alerts (past and future)

16. Alerts in the Portal – One entry Entry selected “Blood donation …” 16/07/2013 Nicole Crémel IT-DI-SM16

17. Tool Application “SSB, Service Reports and Alerts” In the Service-now tool and application navigator (left column), search “ssb”:  To submit publication (SSB, Service Report or Alert):  Create OTG record Single or multiple publication scopes (one record can be created for the SSB and/or a Service Report and/or an Alert) Form displayed / to be filled by the supporter  create a new record ‘OTGnnnn’  All (OTG / SSB / Service Reports / Alerts):  list all OTG records with this publication scope  Created by me / for my FEs:  list all OTG records created by me (login name) or with a FE where I am a supporter 16/07/2013 Nicole Crémel IT-DI-SM17

18. Outage Record (Create OTG record) Section 1 Section 2 / 3 (tabs) Section 4 16/07/2013 Nicole Crémel IT-DI-SM18 4 sections: 1.Main parameters ( = Required field) 2.Publication scope 3.Publication content 4.“Actions” (Submit / Clone / Save)

19. Outage Record (Create OTG record) – Parameters Description of all parameters at: https://cerntraining.service-now.com/service-portal/article.do?n=KB0002052 https://cerntraining.service-now.com/service-portal/article.do?n=KB0002052 N.B. Short description for each parameter also displayed inside the OTG form with “mouse-over” help text 16/07/2013 Nicole Crémel IT-DI-SM19

20. Outage Record (Create OTG record) – FE and SE 16/07/2013 Nicole Crémel IT-DI-SM20 Service(s) affected / Service element / Functional element: as soon as one value is provided (FE or SE), other values are “computed” from the catalogue: Service(s) affected -> display by default list of SEs with relations A+ or A (possible to suppress values, or to select other values with a relation B or C) Service element / Functional element -> only values with defined relations SE FE can be selected

21. Edit (Modify) OTG record via the portal (1) Link “Edit” available from the portal, when opening one entry  Possibility to edit all OTG records directly via the portal (similar to KB edition) Example 1: for SSB record 16/07/2013 Nicole Crémel IT-DI-SM21

22. Edit (Modify) OTG record via the portal (2) Example 2: for Service Report record 16/07/2013 Nicole Crémel IT-DI-SM22 Secretary can add an “additional comment” on this record

23. Create OTG record from an Incident  “Create outage” (context menu / right-mouse click)  New OTG record automatically created and pre-filled, supporter must complete it (main parameters / Publication scope / Publication content) 16/07/2013 Nicole Crémel IT-DI-SM23

24. Demos Create OTG records for the 3 types of publication (one record with multiple scopes): SSB, Service Report and Alert Show the 3 publications on the (relevant) web pages Show how to build a customized view for the SSB in the portal Create a SSB publication from an INC or from a CHG, edit and save the OTG record and show it in the portal Create a SSB publication via the “clone” button and show it in the portal 16/07/2013 Nicole Crémel IT-DI-SM24

25. Questions and/or comments? More demos? Plan for production Please make tests on cerntraining: feedback to service-desk (FE “IT Service Information”) Training sessions end August Production September? (SSB first) Thanks for coming and for your attention! 16/07/2013 Nicole Crémel IT-DI-SM25