Service-now training For IT-UDS group

Transcription

1 Service-now training for UDS Service-now training For IT-UDS group Belinda Chan, Nicole Crémel Service-Now UDS training [Jan 2011] - 1

2 Agenda Improving Service Management CERN Service Catalogue UDS services Tool overview (Service-now) Incident Management versus Request Fulfillment notifications (agent end-user) Entry points for incidents or requests Demos of the tool Call for action on your side Service-Now UDS training [Jan 2011] - 2

3 Improving Service Management Why? How? CERN s mission ITIL (Information Technology Infrastructure Library) Service-now CERN portal Service-Now UDS training [Jan 2011] - 3

4 CERN Service Catalog UDS services Catalogue Structure: Service Area (SA) Customer Service (CS) Service Element (SE) (+ Functional Services/Elements ) Functional Elements in IT-UDS Service-Now UDS training [Jan 2011] - 4

5 Tool overview (Service-now) 3 instances of Service-now (Snow): Red = Test: Purple = Training: Blue = Production: Detailed documentation at: One page survival guide for incident management in service-now Service-Now UDS training [Jan 2011] - 5

6 Incident Management versus Request Fulfillment Incident: Unplanned interruption to a service (e.g. unavailability of the mail system) OR reduction in the quality of a service (e.g. increased response times) OR failure of a service component necessary for service provision (e.g. HW failure in a cluster) Reported by end users or technical staff or detected and reported automatically by monitoring tools and system. Goal = restore normal service operation as quickly as possible. Service-Now UDS training [Jan 2011] - 6

7 Incident Management versus Request Fulfillment Request: Entire scope of possible demands related to any CERN services, EXCEPT Incidents. Submitted by end users. Ex.: Request assistance for Video conferencing via EVO connection Goal = provide quick and effective access to standard services in order to enable users to improve their productivity by using standardized, repeatable and formalized process. Service-Now UDS training [Jan 2011] - 7

8 Incident Management versus Request Fulfillment 2 ITIL processes defined and implemented in the tool: Incident Management Request Fulfillment More processes to be added in the future (task management, change management, etc.) 2 workflow (incident request) Service-Now UDS training [Jan 2011] - 8

9 Workflow for incident Service-Now UDS training [Jan 2011] - 9

10 Workflow for request Workflow is more complex Approval may be required depending on request category: Request for information Request for support & consultancy Request for project (*) Request for access (*) Request for services & products (*) Request for configuration & enhancements (*) (*) Approval is required Service-Now UDS training [Jan 2011] - 10

11 notifications (1) Agent Notifications Name Recipient Trigger New Incident Group Transfer Assigned Group New Assigned Group Incident Creation Change of Assignment Group Return to Group Old Assignee Removal of Assignee (by someone else ) User Update 1 Assigned Group End-User Update (ticket assigned) User Update 2 Assignee End-User Update (ticket in progress) Service-Now UDS training [Jan 2011] - 11

12 notifications (2) End-user Notifications Name Recipient Trigger New Incident Caller Incident Creation New comment Caller New Additional Comment posted Request for additional information Concurrence requested Caller Caller Status changed to Waiting for user Status changed to Resolved Note: Watch lists will have the same notifications as Caller. Service-Now UDS training [Jan 2011] - 12

13 Entry points for incidents or requests Call 77777: Service Desk agent will Provide an immediate reply, or, Create a ticket (incident or request) in your name Service Portal Search SE / Functional service (e.g. transport ) Select an action: Make a request, Report an incident, Standard ticket, External action Send an to???@cern.ch (not recommended) Direct contact with agent / IT specialist (not recommended) Agent will create ticket under user name Service-Now UDS training [Jan 2011] - 13

14 Demos of the tool Training instance: Service-Now UDS training [Jan 2011] - 14

15 Call for action on your side Review keywords linked to your functional services (Service Portal improvement) Propose Standard Tickets ( Thanks for your attention! Questions? Service-Now UDS training [Jan 2011] - 15