incident mgmt self study module - iqvia · and request training is reading required prior to...

Service Now - IT Incident and Request Management Training - V55 of 50

ITSM Training: Incident & Request Management Procedures

QuintilesIMS IT Service Management: Incident & Request

Self Study Training



TABLE OF CONTENTS

DOCUMENT VERSION HISTORY .................................................................................... 4

APPLIES TO ..................................................................................................................... 5

PREREQUISITE TRAINING .............................................................................................. 5

TERMS AND DEFINITIONS .............................................................................................. 5

Customer ....................................................................................................................... 5 Global IT Service Desk .................................................................................................. 5 Service Operations Center (SOC) .................................................................................. 5 Operations Bridge .......................................................................................................... 5 Service Management Process Team ............................................................................. 6 getIT .............................................................................................................................. 6 Knowledge Base ............................................................................................................ 6 Configuration Item (CI) .................................................................................................. 6 Service .......................................................................................................................... 6 Incident .......................................................................................................................... 6 Request ......................................................................................................................... 7

INCIDENT & REQUEST MANAGEMENT ......................................................................... 7

What is Incident Management?...................................................................................... 7 Incident Management Objectives ................................................................................... 7 What is Request Management? ..................................................................................... 7 Request Management Objectives .................................................................................. 7

ROLES IN INCIDENT & REQUEST MANAGEMENT........................................................ 7

Roles within Incident Management ................................................................................ 7

SERVICENOW .................................................................................................................. 8

The Toolset.................................................................................................................... 8 Overview ....................................................................................................................... 8 Incident Prioritization ..................................................................................................... 8

GETTING STARTED WITH SERVICENOW ...................................................................... 9

Logging into ServiceNow ............................................................................................... 9 Banner Frame .............................................................................................................. 10 Content Frame ............................................................................................................. 11

........................................................................................................................................ 13

NAVIGATION .................................................................................................................. 13

Application Navigator (Frame) ..................................................................................... 13

VIEWS ............................................................................................................................. 14

Left Click List View ....................................................................................................... 14 Right Click List View .................................................................................................... 15 Security Constraints ..................................................................................................... 16

........................................................................................................................................ 16

INCIDENT MANAGEMENT PROCESS FLOW ............................................................... 16

Create a New Incident ................................................................................................. 16



Incident Application .................................................................................................. 16 P4, P1x & P1 ........................................................................................................... 18 New Call Module ...................................................................................................... 20 getIT ........................................................................................................................ 21

Continue Troubleshooting ............................................................................................ 21 Search the Knowledge Base .................................................................................... 21 Reassign the Incident .............................................................................................. 22 Accepting Incidents .................................................................................................. 23 Returning Incidents .................................................................................................. 23

Working on Incidents ................................................................................................... 23 Waiting For Status ................................................................................................... 24 Resolve the Incident ................................................................................................ 24 Convert or Create another Ticket Type .................................................................... 27

Task SLA ..................................................................................................................... 27 Additional Notes .......................................................................................................... 28

REQUEST MANAGEMENT PROCESS FLOW ............................................................... 29

Create a New Request ................................................................................................ 29 Requested Items Application ................................................................................... 29 ................................................................................................................................ 29 New Call Module ...................................................................................................... 30 getIT ........................................................................................................................ 31

Continue Request ........................................................................................................ 32 Update and Assign Request .................................................................................... 33 Add Approvals ......................................................................................................... 34 Add Tasks ................................................................................................................ 35

Action Request or Task ............................................................................................... 38 Accepting Request or Task ...................................................................................... 38 Returning Request or Task ...................................................................................... 38 Working on Request or Task .................................................................................... 39 Complete the Request or Task ................................................................................ 40 Convert or Create another Ticket Type (Request Only) ........................................... 40

Task SLA ..................................................................................................................... 41 Additional Notes .......................................................................................................... 41

EXPORTING, SEARCHING & USING OTHER TOOLS .................................................. 41

Using Record Lists ....................................................................................................... 41 Using Column Headings .............................................................................................. 42 .................................................................................................................................... 43 Reference Icon ............................................................................................................ 43 Search for Text ............................................................................................................ 44 Breadcrumbs ............................................................................................................... 44 Create Filter ................................................................................................................. 44 Saved Filters ................................................................................................................ 46

RELATED LISTS IN INCIDENT FORM ........................................................................... 46

REFERENCES ................................................................................................................ 50

Additional Training Available ........................................................................................ 50 Reference Books and Websites ................................................................................... 50



Document Version History Version Date Author What Changed

1.0 Jun 23, 2011 Gary Sawhney, Eoin O’Connor, Mohan Sivaji

Initial Draft

2.0 Mar 31, 2012 Eoin O’Connor

Updated Incident Management Process Updated Request Management Process

3.0 Aug 01, 2014 Eoin O’Connor

Updated Incident Management Process to include new Incident priority, P1x.

4.0 Dec 15, 2015 Eoin O’ Connor Updated terminology.

5.0 Oct 13, 2016 Paula Cullen Updated for Helsinki User Interface



Purpose

This document provides directions to QuintilesIMS Staff who are utilizing the Incident and Request applications within ServiceNow to manage information associated with IT infrastructure and services.

Applies To All QuintilesIMS IT staff responsible for tracking support and request activity. This Incident and Request training is reading required prior to receiving access to ServiceNow.

Prerequisite Training QuintilesIMS IT staff should complete the self-study course “Introduction to ITIL” prior to taking this course.

Terms and Definitions

Customer

An organization or individual who utilizes or subscribes to a service provided by a service provider organization.

Global IT Service Desk

The Global IT Service Desk (GITSD), or also referred to as “Service Desk” (the function), is the primary point of contact for users when there is a service disruption, for general requests, or even some types of change requests. The Service Desk provides a point of communication to the users and a point of coordination for several IT groups and processes.

Service Operations Center (SOC)

The key goal of the 24 x 7 Service Operations Center (SOC) is to ensure Global IT is aware and addresses service impacting events, before they are reported by our customers. Utilizing state of the art monitoring tools and well defined processes, the SOC is able to identify infrastructure issues that might impact the availability or performance of key IT services and ensure the correct operational teams are working to resolve. By focusing on monitoring critical business services and components, the SOC ensures the most important business operations are not impacted by system outages.

Operations Bridge

Operations Bridge is an ITIL V3 term which identifies single entity or location from which all operational management activities are performed. End–to-end visibility of everything happening in the infrastructure and visibility of end user monitoring alerts allows structured processes to be established. The Operations Bridge deals with most events / incidents that occur in the infrastructure – as much via automation or guided fixes as possible. Where an incident has to be escalated to the SMEs, problem management processes are also used (follow-up), to determine how to avoid future instances or enable the Operations Bridge to fix the next time the same incident occurs. The Operations Bridge delivers maximum value – they are productive and efficient. Issues are dealt with before business service quality degrades; SMEs are able to focus on strategic activities.



Service Management Process Team

The purpose of the Service Management Process Team is to promote the use of proven best practice processes so that Global IT can continuously improve customer satisfaction through a more professional approach to service delivery. The Service Management Process Team achieves this through the development, deployment, management and measurement of the IT Service Management (ITSM) processes. Specifically, the Service Management Process Team focuses on the IT Infrastructure Library (ITIL) process disciplines related to Service Support and Service Delivery. Day-to-day, the Service Management Process Team provides IT staff with support on ITSM processes and works with IT teams and management to ensure adherence to process. Although the Service Management Process Team role is process focused, the team is closely aligned with technical colleagues in ITSM Platform who are the administrators of the various toolsets employed. Together, Service Management Process Team and ITSM Platform together ensure the technology employed supports the ITSM processes wherever possible.

getIT

getIT is the web interface that allows end users to log requests directly to IT without calling the Global IT Service Desk. Requests that come through GetIT are automatically logged as tickets in ServiceNow. To log a ticket using this interface, type http://getIT into your browser.

Knowledge Base

It is highly recommended that specialists working tickets use the integrated Knowledge Base to search if there is a solution available for the question/issue at hand. Suitable Knowledge articles can then be related to the incident.

Configuration Item (CI)

A hardware or software component of IT infrastructure. Used to relate to Incident, Request or Change processes.

Service

A service is defined, within the context of service management, as a logical grouping of functionality that is made available through the combination and specific configuration of hardware and software Configuration Items (CIs). In some cases at QuintilesIMS, CIs may not be associated to the service, but requests are still registered within the system, and usually involve a department other than IT.

Incident

An incident is any event, which is not part of the standard operation service, and could cause an interruption or reduction in the quality of service. Some examples of incidents resulting from deviations from the standard operation of a service are:

A user is unable to access the web based applications

A workstation or printer is not functioning properly

A user experiences an error message/usability issue with a specific application

Customers are not able to download virus definitions from our download servers.



Request

A request is where an IT item or service is provided to users. Such requests are not incident related.

Incident & Request Management

What is Incident Management?

Incident Management refers to the activities within our IT organization associated with identifying, analyzing and correcting issues that are conveyed by our customers.

Incident Management Objectives

Incident Management is about providing continuity of service to users and customers/clients by restoring services as quickly as possible. The focus is on quick resolution allowing users to resume their activities as quickly as possible. The objectives of improving Incident Management are to:

Resolve incidents more quickly for users

Resolve more incidents at the 1st level of support

Capture better information about the management of incidents

Improve the way incidents are referred to 2nd level support providers

Improve communication about incidents across business and users.

Enable proactive management of incidents by capturing data that can be used to analyze trends and problem areas.

Document and record their cause and resolution for future reference.

What is Request Management?

Request Management refers to the activities within our IT organization associated with fulfilling requests that are not incident related for our customers.

Request Management Objectives

Request Management is about providing an item or service to users. The focus is on quick provision of those requests, allowing users to perform their activities as quickly as possible.

Roles in Incident & Request Management

Roles within Incident Management

The following is a list of different roles that are involved in the Incident Management process, along with their respective responsibilities. Customer Customers’ request support, provide required information and verify that the solution provided is acceptable. Group Coordinator The Group Coordinator is responsible for managing the groups’ queue where he/she is responsible for that service, assigning tickets to group members as appropriate. Service Desk Agent



The Service Desk Agent provides Tier-1 support for internal customers, responsible for registering incidents in an accurate fashion, and assign Tier-2/Tier-3 tickets to the appropriate group. Service Desk Manager/Supervisor The Service Desk Manager/Supervisor is responsible for overseeing the Service Desk function, ensuring customers are dealt with in a courteous fashion, and ensures tickets are registered and handled in an efficient, accurate and complete fashion. Tier-2/Tier-3 Specialist Specialists are responsible for resolving incidents in a timely manner, and ensuring that tickets are updated with relevant information and status changes.

ServiceNow

The Toolset

The ServiceNow toolset is deployed by QuintilesIMS for the purpose of managing and tracking all the information associated with IT Service Support – including the management of Event, Incidents, Requests, Problems, Changes and Releases as well tracking the Configuration information of our IT environment. The toolset also supports the tracking of Service Level Agreements (SLA), availability management and a built in reporting engine, available to all IT users.

Overview

This section presents the components and features of the ServiceNow Incident application. Additionally, it presents roles and many of the responsibilities that are necessary to implement and maintain a successful Incident. Combining ITIL v3 guidelines with Web technology, ServiceNow is thoroughly modern in its delivery, and value. The platform is accessed over the internet using a supported internet browser. It supports integration with many other applications and services.

Incident Prioritization

The Priority will be determined by the Impact and Urgency of the incident – a SLA will be assigned in order to set a timescale for a resolution to be implemented. Impact A measure of the effect of an incident, problem, or change on business process. E.g. Single User, Department, Enterprise. Typically measured by the number of users affected. Urgency A measure of how long it will be until an incident has a significant impact on the business. E.g. a high impact may have a low urgency, if the impact will not affect the business until the end of the financial year.



Getting Started with ServiceNow There are several steps required to follow when someone reports an incident. In this section, we will cover the process of logging a call, referring a call, closing a ticket and other features.

Requesting Access to ServiceNow

In order to access and process records in ServiceNow, users require both Role access and Group membership. Before requesting access, you must complete the relevant self-study training courses and self-report completion of those courses in Learning Curve > Learn > Self-Reported Training. For more information on training, please go to http://getIT and use the “Access to ServiceNow (QSMS)” form. You can also request access through this form after you have completed the training portion.

Logging into ServiceNow

Starting ServiceNow is as simple as starting your web browser. Because ServiceNow runs through QuintilesIMS local intranet, using Single Sign-On (SSO), the only program you need to start is your web browser. The Intranet Address for ServiceNow is: https://quintiles.service-now.com

You should now be able to see the following options (below) available based on your role.

Banner Frame

Content Frame

Application

Navigator

http://getit/

https://quintiles.service-now.com/



Banner Frame: The banner frame runs across the top of every page. It contains a logo

and the following information and controls:

The banner frame contains a logo and the following information and controls:

1. Profile - Shows the name of the currently logged in user. Clicking on this will also give you an option to Log Out and return to iQ.

2. Home Logo - returns the logged in user to their home page from any screen.

3. Help - opens the Right hand expandable help pane. Click on Search Documentation to go to the ServiceNow Documentation site.

4. Global Text Search - searches withinin multiple applications. To learn more, see Global Text Search in the ServiceNow Wiki.

5. System Personalization Setting — Allows you to customize certain items for your own profile. Also allows you to print.

1 5 3 4

2



Content Frame: The main area of the primary user interface is the content frame. The

content frame displays pages to which a user navigates. Many types of pages are displayed in the content frame – For Ex: Incident Form, Lists, Homepages & Reports, like below:

Incident Form — record and progress user incidents in this Incident form.

List View — display information in a table. Users can search, sort, filter, and edit lists.

Homepages — provide easy access to commonly used functions, reports or information. Users and administrators can customize homepages.

Incident Record

List View



Report — can be generated and saved from within Service Now. Users and administrators can customize reports.

Content Frame



Navigation

Application Navigator (Frame)

Applications control most of the platform's functionality, and can be navigated using the Application Navigator at the left side of the screen. The navigator can be customized by an administrator to provide different applications and modules to different users. Users can use filters (in the box highlighted in red) to filter the application navigator. To remove the filter, simply click the x next to it. Clicking on an application will expand it to show it’s modules. Clicking again will collapse the modules. Application and Modules As an Example: Incident is an Application and

Modules (such as Assigned to Me and Open) are listed under each application.

Favorites can be added to your Favorites menu by hovering over and clicking on the star to the right of any main menu item. You can also manage your favorites by clicking Edit Favorites at the bottom of the menu. Collapse the Application navigator by clicking the arrow at the base of it.



Recently Used items will be visible under recently used as a quick way to go back to them.

Role-Specific

The applications and modules available to a user depend on that user's ServiceNow role(s). If an application/module doesn't appear in your unfiltered Navigator, your role may not require it.

Views

Left Click List View

Click on Number (hyperlink) to drill into the Incident. Note however when you click on a name, such as Customer above, system will take you to the user record, and not into the ticket. Some views are role based.



Right Click List View

Show Matching – Filter the data on the list to only show records with the selected attribute.

Assign to me – Selecting this will automatically populate the logged in users name into the 'Assigned to' field on the record.

Filter Out – Filter the data on the list to only show records without the selected attribute.

Work Notes – Display a summary of Work Notes of the selected record in a new window.

Copy URL to Clipboard – Copy the link of the record to the clipboard for pasting into other fields or applications later.



Security Constraints

A number of business rules have been applied to Service Now. The primary rule is that HR PSC requests are only visible to HR PSC Staff (noting that Global IT and Global Facilities use independent applications within the ServiceNow Suite).

Where a restriction has been applied, a notification stating ‘Number of rows removed from this list by Security constraints: [number]’ will be displayed.

Incident Management Process Flow

Create a New Incident

Incident Application

> Open the Incident Application from the Application Navigator 1. Click the Create New module.

a. The incident form is displayed Default status is ‘Assigned’



2. Set the Affected user to you by typing your name in the Affected User field or by entering your QID.

a. Note that the Affected User field is a required field, denoted by the red star on the field label. If the affected user is not you, populate the user’s name in this field.

b. The field is not case sensitive and name can be search on first name or surname.

c. Click enter or utilize the magnifying glass to begin the search. d. If the Affected User is not you, set the Raised by is Affected User to No and

populate your name into the Raised by field.

3. Set the Configuration item and the Business Service if known a. CI selected determines the assignment group selection

4. Provide an appropriate Short Description.

5. Set the Source to the appropriate value.

2

3

5

6 7

8

4



6. Select the appropriate Impact (required) and 7. Urgency > required field

a. Using information provided by the Customer determine impact level – number of users affected and to what extent – and also the urgency – time allowance for when the Customer requires resolution of this incident.

URGENCY

Immediate High – Accelerated

Med – Standard

Low – No Urgency IMPACT

Impact 1 – Down for Many P4 P4 P8 P16

Impact 2 – Degraded for Many P4 P8 P8 P16

Impact 3 – Down for One P8 P8 P16 P40

Impact 4 – Degraded for One P8 P16 P16 P40

Impact 5 – No Impact P16 P40 P40 P40

b. The Priority will be set automatically based on the Impact and Urgency

selected. Impact of ‘Down for Many Users’ and Urgency of ‘Immediate’ gives highest priority* i.e. P4 – resolution within 4 hours.

Impact of ‘Degraded for Many Users’ and Urgency ‘High – Accelerated’ gives next level priority i.e. P8 – resolution within 8 business hours. Impact of ‘Down for One User’ and Urgency of ‘Immediate’ gives highest priority for individual end-user i.e. P8 – resolution within 8 business hours. Typical priority** however for individual end-user incident is P16 – resolution within 16 business hours/2 business days. Where escalation based on increased impact or urgency is warranted, the GITSD have new capabilities to support the end-user and increase overall priority. **Note: Any end-user with VIP status, will have Urgency of all their individual incidents set to ‘High – Accelerated’ rather than the default ‘Medium – Standard’.

‘No Impact’ incidents with ‘Low – Urgency’ are lowest priority i.e. P40 – resolution within 120 business hours/5 business days.

c. A telephone icon will appear beside the priority field to denote if the incident generated an SMS page alert to resolving group.

8. Click Save and Continue located on the header bar at the top of the page.

P4, P1x & P1

As mentioned above:



Impact of ‘Down for Many Users’ and Urgency of ‘Immediate’ gives highest priority available using the Impact and Urgency matrix. Note however that P4 can be escalated to higher priorities, called P1x and P1 by following supplementary processes. A P4 Priority Incident is defined as a ‘service interruption making a business critical function unavailable or significantly degraded, affecting multiple users, with no workaround readily available.’ Escalating a P4 to P1x will ‘secure an immediate and sustained level of attention and effort, without delay, ensuring critical mass is secured early, reducing overall Incident duration’. P1x will have limited number of services in scope, typically those services with contractual SLAs attached. To escalate to P1x: If you are a member of the authorized escalation group, an icon called ‘P1x’ will be visible on the Incident form when the Priority of an Incident is P4.

First click on the ‘Help’ icon to ensure the service and issue presented is listed in the ‘In Scope Services and Issues’ list. A KB article will open on screen.

Once confirmed, click on the ‘P1x’ icon to escalate the P4 to P1x

A Warning message will appear; click ‘ok’ once satisfied with the decision to escalate

Add a note to the ‘Work Notes’ field to record the justification for the escalation to P1x

Click ‘Update’ to complete the escalation to P1x. (Paging to the P1x Incident Response Team will be initiated.)

(If the P1x icon is not visible, contact the Global IT Service Desk to the escalate the P4 to P1x on your behalf. The Global IT Service Desk will confirm the service and issue reported is in scope for P1x before escalating. Contact the Service Management Process Team direct with any queries on this)

mailto:[email protected]?subject=Information%20on%20Px%20and%20P1%20Incident%20Priorities



To escalate to P1:

P4 and P1x can be escalated to P1 ‘Critical’ by following the existing process where a member of the authorized escalation group can request the Global IT Service Desk to escalate a P4 to P1. Members of the P1 Authorized List are available here Contact your respective Service Owner or Support Lead if you require more information on this process for your service. General information on P1x and P1 is always available from the Service Management

Process Team

New Call Module

This module provides single interface to create a new incident, request or select a request from the Service Catalog i.e. getIT without going through the getIT interface.

1. Click New Call link from the Service Desk application 2. Set the Requested for field to you by typing your name or QID in the Requested

For field. a. Note that the Requested for field is a required field, denoted by the red

star on the field label. b. The field is not case sensitive and name can be search on first name or last

name. c. Click enter or utilize the magnifying glass to begin a search of users d. Job Title and Site will populate automatically based on the Requested for

name. e. Choose Call Type Incident from the drop down:

The Service Desk application provides links to New Call and also to links to a number of defined views including all your assigned work in My Work and all

active incidents for my groups in My Group Works.

http://elvis/livelink/llisapi.dll/107745216/P1_Authorized_Approvers.xlsx?func=Edit.Edit&reqp=0&nodeid=107745216&ReadOnly=True&VerNum=-2





i. My Group field is displayed. Enter your primary group name or use

the search icon to see a list of all available groups. ii. Enter an appropriate Short description and click Submit.

getIT

Where the incident is opened from getIT, the Information from getIT tab will be populated with request details entered by the customer.

The Incident is now saved on the server; it is re-loaded onto the page so that you may:

1. Continue Troubleshooting 2. Reassign the Incident 3. Resolve the Incident

Continue Troubleshooting

Search the Knowledge Base

Document in the Work Notes any new information

To the right of the Short description, click the Knowledgebase Search Button.



Choose the relevant article and click Attach to Label

The article will be attached to the ticket and visible on the Related Records tab

Click Update

Reassign the Incident

To reassign the Incident, simply document in the Work Notes any helpful information or instruction for the Support Group you are reassigning to. Set the Assignment group and Click Update.



Accepting Incidents

Once an incident is assigned to a particular group, that group is responsible for assigning the incident to the appropriate specialist as well as making sure the incident is progressed to resolution in a timely and prioritized manner.

Once an incident is assigned to a group member, the assigned specialist should accept the incident by moving the status to Accepted. The Assigned to field will be auto-populated with the specialists name and the Work Notes will be auto-populated with the word ‘Accepted’.

Click on Update to save the ticket.

Returning Incidents

When a specialist needs more information before action can be taken to resolve the ticket, the ticket may be returned. For example, if the ticket was registered and assigned by the Global IT Service Desk and more information is needed from the customer, the specialist would perform the following actions:

o Set the Status to “Returned” o Document in the Work Notes field the reason the ticket is being returned and

what additional information is needed. o Select appropriate group to which the ticket should be assigned (i.e. previous

group who worked the ticket) o Update the Incident

Working on Incidents

Specialists should place the ticket Status to “In Progress” when they are ready to start the work needed to resolve the ticket.

As information becomes available, the specialist should document it in the Work Notes field. Previous work notes can be viewed in the Activity stream.

The specialist should relate any other tickets to the incident, as appropriate (i.e. Events, Problems, and Changes). To do this, click on the Relation Records tab, and click the Update button. (See screenshot below.)

Additional Comments entered on the incident are visible to the customer when viewing ticket status on getIT.



Type in the related ticket number (or use magnifying glass to select it) in the appropriate field. If the ticket is an incident and it was caused by a Change, then Caused by Change field should be filled (See screenshot below.)

Waiting For Status

“Waiting for…” is a temporary hold status to be used if no further action towards resolution can occur due to waiting on the customer to progress the incident to resolution. NOTE: The internal ServiceNow SLA clock will stop while the ticket is “Waiting for” status. These tickets should be reviewed frequently.

Resolve the Incident

To reopen the Incident from the Incident Application, click Assigned to Me to view and then click the relevant incident number to open it

Set the Status to Resolved

A new section appears called Closure Information



Set the Close Code as appropriate – key values:

o Gone – Not able to reproduce Used when specialist could not find or reproduce the issue

o Resolved – By Change Control - RCA not required Used when a permanent fix was put in place to resolve the Incident and was done under change control

o Resolved – Change Control Not Required - RCA not required Used when a permanent fix was put in place to resolve the incident and change control was not required



o Unable - not able to solve or in conflict with Standard or Policy Used when request cannot be solved or is in conflict with QuintilesIMS standards or policies

o Withdrawn - request withdrawn by customer Used when request is withdrawn by customer

o Work around - RCA required Used when a temporary fix was put in place and root cause analysis is required (Problem Management)

Set the Physical Visit Required to Yes/No as appropriate

The Classification and Sub-classification may now be populated

Classifications are directly related the CI, which must be populated first

Sub-Classifications are driven from the Classification Selected.

Document Close Notes, which will be customer visible via getIT and the closure email notification

Document final Work Notes within the Notes Section

Click Resolve Incident or Update located on the form header on the top to complete the closure.



Convert or Create another Ticket Type

Once an incident has been saved for the first time, right-clicking on the header of the incident provides you with a number of possible actions:

Save: allows you to save the ticket and the ticket to remain on screen. This is in

contrast to clicking the button which will bring you back to a list of RITMs.

Convert to Requested item: A pop-up message will appear to confirm that a Requested item is being created for the correct reason: i.e. a Requested item ticket should have been opened initially, not an incident. The new requested item will not appear on screen, only a confirmation message that a requested item has been created. The incident will be automatically closed. Short Description, Assignment Group and the Work Notes of the RITM will be passed through to the Incident.

Work Notes: will display the Work Notes entries in a pop-up window.

Create Change: will update the incident Status to ‘Pending Change’ and open a new Change Request. The Short Description of RITM will be passed through to the Change Request. The Assignment Group and Assignee of the RITM becomes the Coordinator Group and Coordinator of the Change Request.

Create Problem: will update the incident Status to ‘Pending Problem’ and open a new Problem record. The Short description and CI record will be passed through to the Problem record.

Email: will open a new mail message for the customer, with the email address and incident description passed through to the email message.

Task SLA

To facilitate reporting, two SLAs are run against each incident ticket, for each priority.

The Task SLA related list is visible at the bottom of the incident ticket.



In the above example, we can see two SLAs for a P16 incident, both SLAs showing a Stage (i.e. Status) of In Progress.

The SLA with ‘Continuous’ in the SLA name will run continuously from start time to end time.

The SLA without ‘Continuous’ in the SLA name will pause when the Status of the incident is ‘Waiting For’.

More information on how to report on these SLA is available in the Reporting Training or contact the ITSM Platform group.

Additional Notes

Tickets in “Resolved” Status can be reopened up to 5 business days after closure if the customer has a repeat occurrence. After 5 business days, the Status will automatically be set to “Closed”.

Tickets closed with a completion code equal to Workaround – RCA Required will be reviewed as part of proactive Problem Management.

High Impact tickets will also be reviewed as part of proactive Problem Management.



Request Management Process Flow

Create a New Request

Users can create a new request from the Application Navigator 1. Open the Request application and click Requested Items > Create New

2. Open the Service Desk application and click on New Call module

3. Via getIT

Note: it is the same, consistent requested item form whether it is created from New Call,

Requested Items or getIT. The next two sections look at creating a new request from the

Requested Items module, then by New Call. To skip straight to New Call click, here

Requested Items Application

Hover over the chevron for hints on actions required at each step.

Note that the Approval state is Not Required. If approvals are required, they will be manually added and this field will show approval request progress.

3. Enter in required information, the fields denoted with a red star on the field label:

The Requested Items module provides links to Create New ticket and also to links to a number of defined views including all Open Requested item tickets, Assigned to me and all Requested item active for my groups in My Group Works. Create New when clicked will open a blank Requested item form, as shown below.



a. Set the Requested for field to you by typing your name or QID in the Requested For field. The field is not case sensitive and name can be search on first name or last name. If the Requested for person is not you, add the correct user’s name is the field.

b. Set the Raised by is Requested for field. If the requested for user is not you, set this field to No and populate Raised by with your name. Otherwise, populate Raised by is Requested for with Yes.

c. Provide a Short Description. d. Enter the appropriate Assignment Group. e. Set the Source to the appropriate value. f. Click Submit located on the header bar at the top of the page.

The request is now saved on the server; next steps are here (or review New Call steps below, an alternative method to register a new Requested item)

New Call Module

This module provides single interface to create a new incident, request or select a request from the Service Catalog i.e. getIT without going through the getIT interface.

1. Click New Call link from the Service Desk application 2. Set the Requested for field to you by typing your name or QID in the Requested For

field. a. Note that the Requested for field is a required field, denoted by the red star

on the field label. b. The field is not case sensitive and name can be search on first name or last

name.

c. Click enter or utilize the magnifying glass to begin a search of users d. Job Title and Site will populate automatically based on the Requested for

name. e. Choose the Call Type from the drop down – choices are Request or Service

Catalog Request. For Service Catalog Request:

iii. Request item field is displayed which will allow you to choose a

Catalog Item from getIT and take you straight to the question tree.

iv. Use the search icon to see a list of all available catalog items. v. Choose the relevant catalog item and click Submit.



vi. This will take you to the defined question tree for the catalog item selected.

vii. Once all required information is provided, click Submit. For Request:

viii. Set the My Group to your own group (this allows the ticket record to be inserted into the database without the window being closed.)

ix. Provide a Short Description. x. Click Submit located on the header bar at the top of the page.

The request is now saved on the server. Next steps for the Requested item continue below. These steps are consistent whether the requested item was created from the Requested item module or through New Call.

getIT

Where the request is opened from getIT, the Information from getIT tab will be populated with request details entered by the customer.

A new Request Item will be created and displayed to you.



Hover over the chevron for hints on actions required at each step. a. The Requested for and the Short Description you entered in New Call will

be populated in the ticket for you. b. The Assignment group that you entered will be cleared to allow you to

continue with assignment. c. Set the Source to the appropriate value. d. The Expected Lead Time selected determines the Target Date. Expected

Lead Time will default to Standard Request – 5 Business Day Lead, which determines a Target Date of 5 business days from date and time of registration.

e. The Expected Lead Time can be extended at the time of registration. There are two additional options:

***These additional options should only be used where there is justification to do so***

f. Note that the Reason for Extension is not required where Expected Lead Time is extended at the time of registration – this field becomes required only if Expected Lead Time is extended after assignment. Once the above required fields are populated, click Save & Continue.

Continue Request

The request is now saved on the server and reloaded on the page; depending on the customer request, you may:

Update and Assign Request Add Approval Add Catalog Tasks for any secondary work required to fulfill this request Update and Complete Request if it can be completed by you Convert or Create another ticket type



Update and Assign Request section begins on the next page, or click on the respective link above to skip ahead to the relevant section.

Update and Assign Request

Document additional information/instruction pertaining to the Request in the Work Notes field.

Click Update to assign the Requested item.



Add Approvals

Where required, an approval can be added to the request. This approval state will have to be ‘Approved’ before the Request item Status can be moved to ‘Work in Progress’

A related list called ‘Approvers’ is visible at the end of the form. To add a manual approval, click on the ‘Approvers’ tab and then click Edit.

Search for the Approvers name from the Collection list on the left.

Highlight the Approvers name and click Add to move the Approver to the Approvers List. Click Save



IMPORTANT: The Requested item needs to be updated to ‘To be Approved’ status to initiate the approval process

Add Tasks

One or more catalog tasks can be added to the Requested item for any secondary work to be actioned to fulfill the customer’s request.

A related list called ‘Catalog Tasks’ is visible at the end of the form. To add a Catalog Task, click on the ‘Catalog Tasks’ tab and then click New.

The Catalog task form layout is quite similar to the Requested item form:



Hover over the chevron for hints on actions required at each step.

a. The Requested for captured in the Requested item is copied to the Catalog Task, and cannot be updated: any task added to the Requested item must be for the same customer.

b. Provide a Short Description.

c. Workflow Method is specifically for Catalog Tasks, and must be selected on each Catalog Task. Note that additional options become available as additional Catalog Tasks are added.

I. On the first Catalog Task created, one of the two options must be selected:

i. The Catalog Task can run concurrently i.e. independently of the Requested Item or

ii. The Catalog Task must wait on the approval of the Requested item before progressing

II. Where a subsequent task is added to the RITM, a further Workflow

method option becomes available:

i. The subsequent Catalog Task cannot start until the preceding task has been completed.

III. As further tasks are added, additional Workflow Methods are

available for selection:



Once the approval has been requested on the RITM, no further tasks can be added

d. Enter the appropriate Assignment group e. Enter the relevant information/instruction into the Work Notes field

f. The Expected Lead Time selected determines the Target Date. Expected

Lead Time will default to Standard Request – 5 Business Day Lead, which determines a Target Date of 5 business days from date and time of registration.

g. The Expected Lead Time can be extended at the time of registration. There are three additional options on Tasks:

***These additional options should only be used where there is justification to do so***

h. Note that the Reason for Extension is not required where Expected Lead

Time is extended at the time of registration – this field becomes required only if Expected Lead Time is extended after assignment.

i. Once the above required fields are populated, click Submit.



Action Request or Task

Accepting Request or Task

Once a request or task is assigned to a particular group, that group is responsible for assigning the request or task to the appropriate specialist as well as making sure the request is progressed to resolution in a timely and prioritized manner.

The assigned specialist should accept the request or task by moving the status to Accepted. The Assigned to field will be auto-populated with the specialists name and the Work Notes will be auto-populated with the word ‘Accepted’.

Click on Update to save the ticket.

Returning Request or Task

When a specialist needs more information before action can be taken to complete the request or task, they would perform the following actions:

Set the Status to ‘Returned’

Document in the Work Notes field the reason the ticket is being returned and what additional information is needed.

Select appropriate group to which the ticket should be assigned (i.e. previous group who worked the ticket)

Click Update



Working on Request or Task

Specialists should set the Status of the RITM or Task to “Work In Progress” when they are ready to start the work required to fulfill the customer’s request.

As information becomes available, the specialist should document this in the Work Notes field. Previous work notes can be accessed by viewing the Activities on the Notes tab as shown in the screenshot below.

The specialist should relate any other tickets appropriate (i.e. Event, Problem, Change or KB Article) to the RITM. These can be added on the Related Records tab.

Please note that anything typed into the Additional Comments field will be visible to the Requested for person in the getIT Portal. Customer focused only information to be added in this field.

Click the Update button.



Complete the Request or Task

All tasks are to be closed before attempting to close the RITM.

Task closure notes roll-up to the RITM (i.e. Task closure notes are added to the closure notes of the RITM)

The steps to complete the RITM and the Task are very consistent:

Select Completed from the Status drop down list.

A new required field appears called Closure Notes. Document your closure information here. This is visible to the customer by email on Save.

Technical notes on how the request was completed should be captured in the Work Notes field. These notes are not visible to the customer.

Record (or update) the Configuration Item to reflect the CI that was affected by the request.

Click Update. The ticket will close and the system will return you to your most previous list view.

Convert or Create another Ticket Type (Request Only)

Once a RITM has been saved for the first time, right-clicking on the header of the RITM provides you with a number of possible Actions:

Save: allows you to save the ticket and the ticket to remain on screen. This is in

contrast to clicking the button which will bring you back to a list of RITMs.

Work Notes: will display the Work Notes entries in a pop-up window.

Create Change: will close the RITM and open a new Change Request. The Short Description of RITM will be passed through to the Change Request. The Assignment Group and Assignee of the RITM becomes the Coordinator Group and Coordinator of the Change Request.

Create Incident: A pop-up message will appear to confirm that an Incident is being created for the correct reason: i.e. the Incident was caused by the implementation of the RITM. Short description only is passed through from the RITM to the Incident. The RITM will be automatically closed.

Convert to Incident: A pop-up message will appear to confirm that an Incident is being created for the correct reason: i.e. an incident ticket should have been opened initially, not a RITM. The new incident will not appear on screen, only a confirmation message that an incident has been created. The RITM will be automatically closed.



The Incident will default to P40 priority. The Short Description, Assignment Group and the Work Notes of the RITM will be passed through to the Incident.

Task SLA

To facilitate reporting, an SLA task is run against each RITM ticket and each Task ticket, for each Expected Lead Time.

The Task SLA related list is visible at the bottom of RITM ticket and Task ticket.

In the above example, we can see a P40 (i.e. 5 business days) SLA running against

the request, both SLAs showing a Stage of In Progress.

The SLA will run continuous from start time to end time.

The SLA will be reported as Achieved or Breached when the ticket is closed.

More information on how to report on these SLA is available in the Reporting Training or contact the ITSM Platform group.

Additional Notes

Tickets in Completed Status can be reopened up to 5 business days after closure if the customer has a repeat occurrence. After 5 business days, the Status will automatically be set to Closed Status and all fields will be read only.

There will be a sizable reduction in the number of Task tickets from April 1st, 2012.

Global Facilities will only use RITMs from April 1st, 2012.

Global IT will use both RITMs and Tasks, with Tasks only added where secondary work is required to fulfill the customer’s request.

Where Global IT and Global Facilities are both engaged to fulfill a customer’s request, Facilities will work the RITM and IT will work the Task

Exporting, Searching & Using Other Tools

Using Record Lists

A record list page allows navigating and modifying the contents of a table:



The records in a list can be manipulated in the list view in the following ways:

Column headings

List fields

Group By field

URL

Other tools

Using Column Headings

Use column headings to sort, export and to report on the contents of a table. Left click on the column heading: Automatically sort the records by that attribute. Right click on the column heading: A number of actions are available:

Sort from ‘A to Z’ or ‘Z to A’.

Group By the Column Heading you selected.

Create Bar Chart or Pie Chart by clicking on Bar Chart or Pie Chart option respectively.

Export data to Excel, CSV, XML or PDF.

Title Bar

Header

Fields



Click Export to Excel, for example, and a download window will appear; once export completes, a download option will be available.

Follow the standard Windows XP File Download instructions to save the export locally.

Reference Icon

Hover over the reference icon (circled) to see detailed information about the record in question. A left-click will open the request referenced in the request form view.



Search for Text

Search with the search box to find any text in any field on the current list. Clicking on the drop-down menu modifies the search bar into a Go To search bar. Enter the text and press enter, or click the search icon. Hint: use a Wildcard (*) in your search to help target specific results.

Breadcrumbs

Breadcrumbs indicate by a hierarchical list of conditions at the top of the page to use as a filter. Breadcrumbs are ordered from left to right, with the leftmost being the most general to the rightmost being the most specific. Clicking the on a breadcrumb further to the left than the one currently being viewed will remove all of the breadcrumbs to its right.

Create Filter

A Filter is essentially a search which the user can save. Click on the down arrow to the left of the breadcrumbs (circled below). This will display the Filter criteria. Existing criteria is visible. In the example below, all active HR PSC requests are listed. Click Run to refresh.



By clicking on the and icon (circled below), we can add further criteria to the filter. In this example, we select Customer from the available fields. (Clicking the or option allows you to add further search criteria also, specifically when either of two criteria will be compared for inclusion in the filter.

Click on the Save Filter button to display the Save As field. Enter a name for the Filter and click Save. (Admin users may have an option to save a filter for Everyone, but typically filters are saved for personal use only.)



Saved Filters

Click the down arrow next to the view name and navigate to Filters to view available filters. Includes any filters that have been saved and made available to you, or any custom ones you have created yourself.

Related Lists in Incident Form Affected CIs: This list shows the configuration items affected by the incident.

Click on the Edit button to add/edit the affected CI list, choose the appropriate filter and search for affected CIs. Then use the Add and Save buttons to relate the CIs to the Incident



Child Incidents: List shows all the child incidents related to this parent incident.

This list can be edited by clicking on the edit button and using filter, search as above to relate specific Incidents as Child to this Parent or Master Incident



Task SLAs: Display performance against incident priority.

Metrics: Captures duration data, at different statueses, for the life of the incident.



Events: List shows the Events related to this incident. This list can be edited by clicking on the edit button and using filter and search as above to relate specific Events to this Incident



References Please contact the Service Management Process Team if you have any questions about this process.

Additional Training Available

Other detailed courses on the use of Service Now are available here:

Reference Books and Websites

ITILv2 Service Support – ISBN 0113300158 ITILv2 Service Delivery – ISBN 0113300174 ITIL v3 Service Strategy – ISBN 0113310455 ITIL v3 Service Design – ISBN 0113310471 ITIL v3 Service Transition – ISBN 011331048X ITIL v3 Service Operation – ISBN 0113310463 ITIL v3 Continuous Service Improvement – ISBN 0113310498 ITIL v3 The Official Introduction to the ITIL Service Lifecycle – ISBN 0113310617 ISEB - www.bcs.org.uk/iseb/ism2.htm IT Service Management Forum (itSMF) International - www.itsmf.com The ITIL Open Guide - http://www.itlibrary.org/ ITIL Best Practice Management - http://www.best-management-practice.com/

http://www.bcs.org.uk/iseb/ism2.htm

http://www.itlibrary.org/

http://www.pultorak.com/

http://usadc-sovsd01/apm/Incident/Incident_Process_Frames.htm

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