ITSM Training for Field Service

Transcription

1 May 2013 ITSM Training for Field Service Incident & Request Management with ServiceNow (ServiceNow Training for Field Service Version 1) Agenda Introduction Identifying & Logging Categorizing & Prioritizing Investigation & Diagnosis Templates, Queries & Reporting Submitting Requests about ServiceNow Q&A 2 1

2 ITSM Tool Roadmap Jun 13 HUIT Remedy Incident M Oct-Dec 13 CA Remedy Migration Jan-Jun 14 Side Car Apps + Expand Process Mar 13 ServiceNow Contract Oct 13 HUIT Remedy Change M Jan-Mar 14 Problem M Jan 2013 Jun 2013 Start Up Jan 2014 Jun 2014 On-going: automation and service requests 3 Ongoing Support and Documentation Huit.harvard.edu/ITSM Supporting Information The training, documentation, and power points are posted to the HUIT website Training video clips will also be made available on the on HUIT website 4 2

3 What you ll get out of today s session Incident Managament in ServiceNow Basic Navigation Log a ticket Work a ticket Escalate a ticket Resolve a ticket 5 Roles First Line (Initial Contact) The first person contacted by an end-user (regardless of title) is the First Line. This person is expected to: Open the ticket Gather and analyze relevant information from the user Either: Help the user get back to normal operation and resolve the ticket, or Escalate the Incident ticket to the appropriate group 6 3

4 Roles Assignee The member of the group who: Works the Incident Documents the work done Communicates progress to the end-user Either: Resolves the Incident, or Escalates the ticket to a more appropriate member of the group or a more appropriate group 7 Roles Queue Manager For tickets escalated to the group, the Queue Manager is accountable for: Their timely assignment or acceptance Ensuring that they are worked effectively and efficiently to: Restore the service, or Implement a workaround 8 4

5 ServiceNow Basic Navigation Basic Screen layout User Interface fundamentals Demonstration of Incident Management application module 9 Agenda Introduction Identifying & Logging Categorizing & Prioritizing Investigation & Diagnosis Templates, Queries & Reporting Submitting Requests about ServiceNow Q&A 10 5

6 Identifying & Logging Incident Triggers Incidents/Requests can be created in the following ways: Service Desk, 1 st Line or Walk-In Direct entry by IT Staff IT Portal (future) Guidance Be as descriptive as possible Record all activity in the Work Notes Save your information to create the record 11 Identifying & Logging Important information Entering Customers Creating new customer records Mandatory data Saving the record Open on behalf of another user 12 6

7 Agenda Introduction Identifying & Logging Categorizing & Prioritizing Investigation & Diagnosis Templates, Queries & Reporting Submitting Requests about ServiceNow Q&A 13 Category Service: Exchange Mail / Calendar Sub-service: FASMail Categories: Install/Uninstall/Create Default Assignment Group Field Support Team Sciences 14 7

8 Priority = Impact + Urgency Urgency Impact 1 University Wide 2 Multiple Groups or a Single School 3 Single Group 4 - Individual 1 Work Blocked 1 Major Incident 1 Major Incident 2 Critical 3 High 2 Work degraded 1 Major Incident 2 Critical 3 High 4 Normal 3 Work not affected 3 High 3 High 4 Normal 4 Normal 15 Agenda Introduction Identifying & Logging Categorizing & Prioritizing Investigation & Diagnosis Templates, Queries & Reporting Submitting Requests about ServiceNow Q&A 16 8

9 Investigation & Diagnosis Gather Information Analyze Resolve or Refer Short Description Description Work Notes & Attachments On hold & Reminders 17 Exercise # 1 This exercise will focus on Identifying, Logging, Categorizing & Prioritizing, and Investigating & Diagnosing a new Incident Refer to Sections 3, 4 & 5 in the User Guide Enter the following URL: harvardtest.service-now.com Use your HUID as your username Use Huit2013! as your initial password 18 9

10 Instructions Scenario: Create an Incident for Online Videos & Tools and pick the person next to you as the customer. 1. Open an Incident with all required fields and save it 2. Change the impact and urgency and note how priority changes 3. Attach a document to the Incident 4. Add your boss or co-worker to the customer watch list 5. Send an to the customer 6. Add yourself to the IT Watch List 7. Go to the home page, click on <Watched Incidents> 8. Open the ticket you just created 9. Change the Assignment Group to your own group 19 Agenda Introduction Identifying & Logging Categorizing & Prioritizing Investigation & Diagnosis Templates, Queries & Reporting Submitting Requests about ServiceNow Q&A 20 10

11 Assignment Assign to the appropriate group and note the reason in the work notes. If it s assigned to your group incorrectly, correct it. Do NOT assign it to a specific individual (in another group) without prior agreement. 21 Ownership The group to which the ticket is assigned owns the ticket. The group that owns ticket is expected to track and monitor progress. The group that owns the ticket is expected to communicate to the end user(s)

12 Apply HUIT Values to Your Work! Take personal responsibility for resolving the situation. Tell the customer what you are going to do to solve the problem. Focus on what you CAN do. Escalate Find out who can help by reaching out to other teams. Follow through and uphold any commitments you made to the customer. When handling sensitive, difficult, complex or emotional issues, direct person-to-person contact, i.e. phone, is best. User-focused Innovative Collaborative Open 23 Communication Be professional Ensure the subject line clearly identifies the content Begin with a salutation No technical jargon Remember that you may be sending mail to readers with varying levels of expertise Keep messages succinct Use short paragraphs and double spacing between them Use bullets and headings where appropriate Write as you would speak Speak the message out loud to hear how it sounds Put the most important items first Do not rely on spell-check to spot misspellings Carefully proofread all messages 24 12

13 Agenda Introduction Identifying & Logging Categorizing & Prioritizing Investigation & Diagnosis Templates, Queries & Reporting Submitting Requests about ServiceNow Q&A 25 Resolving an Incident Knowledge sharing & surveys Importance of Resolution Notes Knowledge Sharing Opportunity Closing Incidents & Requests Auto-close after 5 days 26 13

14 Surveys 27 Exercise # 2 This exercise will focus on: Entering Resolution Notes Knowledge sharing Resolving the Incident Refer to Section 6 in the User Guide 28 14

15 Instructions Scenario: You are going to resolve one of your open Incidents. 1. Open an Incident from your Watched Incidents list. If you do not have an Incident opened that is assigned to you, create one. 2. Once you have opened the Incident from your Watched Incidents list, click on the Resolved button. 3. Complete the mandatory resolution fields. (Hint: look for the Resolution Information tab) 4. Click the checkbox labeled Knowledge sharing opportunity 5. Enter the mandatory <First line knowledge text> 6. Enter <Resolution Notes> 7. Save the record 29 Agenda Introduction Identifying & Logging Categorizing & Prioritizing Investigation & Diagnosis Templates, Queries & Reporting Submitting Requests about ServiceNow Q&A 30 15

16 Demonstration This demonstration will focus on: Searching Reporting Templates Refer to Section 8 in the User Guide 31 Agenda Introduction Identifying & Logging Categorizing & Prioritizing Investigation & Diagnosis Templates, Queries & Reporting Submitting Requests about ServiceNow Q&A 32 16

17 Submitting Requests About ServiceNow New ServiceNow Request Enhancements Configuration Changes Bug Reports New (whatever) More Structured Requests Coming Workflow Approvals Notifications Tasks 33 Agenda Introduction Identifying & Logging Categorizing & Prioritizing Investigation & Diagnosis Templates, Queries & Reporting Submitting Requests about ServiceNow Q&A 34 17

18 Q & A Where to get help huit.harvard.edu/itsm Where you can practice with the tool harvardtest.service-now.com Mail is NOT enabled How to give us your feedback itsm@harvard.edu Training class evaluations Link from huit.harvard.edu/itsm 35 CONGRATULATIONS! Thank You for taking the time to attend this training If you have comments, questions or feedback please ITSM@harvard.edu Materials on HUIT.harvard.edu/itsm Sign up for Power User Training for more Tips & Tricks Videos coming soon! Logout out of ServiceNow, but not the computers please