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Using Service-now - Welcome to the ServiceNow Community

By Jamie Griffin,2014-09-26 09:43
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Using Service-now - Welcome to the ServiceNow Community

     Nashco - Using Service-now

    Using Service-now.com For Process Users

Using Service-now Version: 2.1 - 2013-09-26 1 Nashco Consulting Ltd. ?2009

     Nashco - Using Service-now

    INTRODUCTION ....................................................................................................... 4 The Components of Service-now ........................................................................................................... 5 Overview ......................................................................................................................................... 5 Service-now Enterprise Suite ......................................................................................................... 5 Architecture .................................................................................................................................... 5 Groups and Roles in Service-now .................................................................................................. 5 Additional Information ................................................................................................................... 6

    INCIDENT MANAGEMENT ....................................................................................... 7 Incident Management Overview ............................................................................................................ 8 Incident Management Objectives .................................................................................................. 8 Incident and Service Requests ...................................................................................................... 8 Incident State ................................................................................................................................. 9 Incident Categorization .................................................................................................................. 9 Incident Prioritization ................................................................................................................... 10 Knowledge Base .......................................................................................................................... 11 Getting Started with Service-now ....................................................................................................... 12 Overview ....................................................................................................................................... 12 Logging into Service-now ............................................................................................................. 12 Navigation .............................................................................................................................................. 14 Application Navigator ................................................................................................................... 14 Application Navigator Header ...................................................................................................... 15 Using Record Lists ....................................................................................................................... 15 Homepages .................................................................................................................................. 19 Tips .......................................................................................................................................................... 20 Data Entry .................................................................................................................................... 20 Updating Records......................................................................................................................... 20 Activity Log ................................................................................................................................... 21 The Incident Form ................................................................................................................................. 22 Incident Scenarios ................................................................................................................................ 23 Scenario 1 - Create New Incident ................................................................................................ 23 Scenario 2 - Assigning Incidents ................................................................................................. 24 Scenario 3 Working With Queues ............................................................................................. 26 Scenario 4 Updating my Incidents ............................................................................................ 26 Scenario 5 - Resolving Incidents.................................................................................................. 27

    REPORTING .......................................................................................................... 29 Overview ................................................................................................................................................. 30 Global Reports ............................................................................................................................. 30 OLAP Reports .............................................................................................................................. 31

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     Nashco - Using Service-now Manual

    The Components of Service-now

    ; Overview

    ; Service-now Enterprise Suite

    ; Architecture

    ; Roles and Roles in Service-now

    ; Additional Information

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     Nashco - Using Service-now Manual

The Components of Service-now

    Overview

    This section presents the components and features of the Service-now Incident concept. Additionally, it presents roles and many of the responsibilities that are necessary to implement and maintain a successful Incident.

Service-now Enterprise Suite

    Service-now.com is the pioneer of On Demand IT Service Management. Combining ITIL v3 guidelines with Web 2.0 technology, we offer Software as a Service that is thoroughly modern in its delivery, price, and value. Approachable and attractive, integrated and complete, designed for the Global 2,000. You've never seen IT management done like this before.

Architecture

    The platform is provided as Software as a Service, implemented either in Service-now's data centers or on-premise. The platform is java-based, using a Tomcat Web server and running on Linux. It can be run on a variety of databases, including MySQL, Oracle, Microsoft SQL Server, and Sybase. It is implemented in single-tenant architecture, meaning that each customer gets a separate set of applications and database. One customer can have multiple instances of the same platform. The platform is accessed over the internet using a supported internet browser. It supports integration with many other applications and services. The platform can also be used through email commands. The platform contains a number of modular applications, and the number of applications installed can vary by instance. New applications can be created within the platform to meet the needs of the customer. Applications can be added, removed, or modified from within the platform. Data is stored within the platform as records stored on tables. Each record is a series of fields of data.

Groups and Roles in Service-now

    A role is a category assigned to a user or group of users that defines access privileges to functionality in the Service-now platform. All groups or users assigned to a role are granted the same system access. Roles can also contain other roles, and any access granted to a parent role will be granted to any role that it contains. There are numerous roles in Service-now Incident and, depending on the size and function of your organization or department, these roles can overlap. A single individual can perform two or more of these roles as part of his or her responsibilities, but the functions assigned to a particular role remain the same. The following is a list of default roles which are present in the system. Roles can be added or altered at any time.

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    A group is a set of users who share a common purpose, offering an easy way to refer to those users collectively. Groups may do things like approve change requests, have incidents assigned to them, receive e-mail notifications, etc. Any business rules, assignment rules, system roles, or attributes that refer to the group will automatically apply to all of the users in that group. Example: Network Support

Additional Information

    Additional information regarding many of the above mentioned items are available from the following sources:

    Service-now.com WIKI

    Service-now.com Community Forum

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     Nashco - Using Service-now Manual

Overview

    ; Incident Management Objectives

    ; Incident and Service Requests

    ; Incident State

    ; Incident Categorization

    ; Incident Prioritization

    ; Knowledge Base

    Getting Started with Service-now

    ; Overview

    ; Logging Into Service-now

Navigation

    ; Application Navigator

    ; Application Navigator Header

    ; Using Record Lists

    ; Homepages

Tips

    ; Data Entry

    ; Updating my Records

    ; Activity Log

The Incident Form

Incident Scenarios

    ; Scenario 1 - Create new Incident

    ; Scenario 2 - Assigning Incidents

    ; Scenario 3 - Working with Queues

    ; Scenario 4 - Updating my Incidents

    ; Scenario 5 - Resolving

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    Incident Management Overview

    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 resolutions 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 NOC

     Improve communication about incidents to the users of NOC resources

     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.

Incident and Service Requests

    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. A service request is a request for new or altered service.

    Some examples of incidents resulting from deviations from the standard operation of a service are:

     A user is unable to access the internet

     A printer is not functioning properly.

     A user experiences an error message whenever certain data is entered into a screen in the

    HR system.

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

    Some examples of incidents that are service requests for the provision of a particular service are:

     A request for a password reset from a user who has forgotten their current password.

     An internal request to the database administration team to configure a database.

     A request from a user for the installation of particular software.

    Some examples of requests for significant new services or systems which are not incidents are: Using Service-now 8 Nashco Consulting ?2009

     Nashco - Using Service-now Manual

     A request for a new module or screen view in the HR system

     A request for the installation of non-standard, non-supported software.

Incident State

    The state is the indicator of where the Incident in its lifecycle. All incidents will be logged and assigned an incident state code. At a minimum, the state will include “New”, “Assigned”, “Resolved”, and

    “Closed”. The default state of an Incident when created is “New”

Incident Categorization

    Incidents will be classified so they can be handled as quickly as possible. An incident will be classified in order to categorize and prioritize. The priority will be determined by the impact and urgency of the business - an SLA will be assigned in order to estimate a timescale for a resolved and closed status. These categories can be used by the system to create automatic assignment rules or notifications. For instance, with a certain assignment rule, an incident with a category of Database could automatically be assigned to a Database Group that always handles database issues.

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    Incident Prioritization

    ITIL uses three metrics for determining the order in which incidents are processed. All three are supported by incident forms:

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 being affected,

    3-Low 4-None 1-High 2-Medium

    Minor Business No Business Impact Major Business Impact Significant Business unable to print, user Impact: Less than 25% of Customers who rely on Impact hardware Incident for one users affected for a single download servers. Firewalls Multiple users affected for or more users. Incidents client. Incidents affecting a not allowing traffic flow a single client or site that do not directly affect small number of users. within allowed bandwidth. (26%-99%) System or customer’s productivity. Must be resolved but do The e-store cannot process application usable with Workaround is available. not impact service level transactions. Major outage severe restrictions. affecting a large number of agreements. Performance severely customers or call center. degraded. Email access for all users. (Default impact)

URGENCY

    A measure of how long it will be until an incident, problem, or change 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.

    1-High 2-Medium 3-Low 4-Whenever

    Required immediately. Required within Required within Required within the

    one day. three days. next week.

PRIORITIZATION

    The priority of an incident will be calculated by evaluating the impact and urgency of the incident together. Factors used to determine the impact and urgency include, but are not limited to:

    ; Number of customers affected by the condition

    ; Urgency of the resolution

    ; Length and scope of the outage

    ; Availability of a solution / workaround

    ; Type of service being disrupted

    IMPACT 1-HIGH 2-MODERATE 3-LOW 4-NONE

    Significant Minor Business URGENCY Enterprise No impact Impact

    1-High 1 2 3 5

    2-Medium 2 3 4 6

    3-Low 3 4 5 6

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