HARTREE CENTRE SERVICE NOW SELF- SERVICE PORTAL User Guide Name Amendment Version Reviewed by. Approved by. Lisa Whimperley Initial document Peter Kane Peter Kane creation. 31/10/2017 The Hartree Centre Service Now Self-Service Portal - User Guide Page 1
Contents PURPOSE OF DOCUMENT... 3 WHAT IS IT SERVICE MANAGEMENT (ITSM)?... 3 IMPORTANCE OF ITSM... 3 BENEFITS OF ITSM FOR USERS... 3 WHY ITIL?... 3 SERVICE DESIGN... 5 SERVICE OPERATION... 5 SERVICE TRANSITION... 6 CONTINUAL SERVICE IMPROVEMENT... 7 SERVICE NOW EXPRESS... 8 WHY SERVICE NOW EXPRESS... 8 SERVICE NOW ACCESS:... 9 HOW TO LOG INTO SERVICE NOW & RESET YOUR PASSWORD:... 9 HOMEPAGE NAVIGATION... 10 CUSTOMER REQUEST SERVICES (REQUEST)... 11 REQUEST FORM EXPLANATION... 12 APPROVALS:... 13 Why is this necessary?... 13 What happens if my request is rejected?... 13 REPORT AN ISSUE (INCIDENT)... 14 INCIDENT FORM... 14 First Section... 14 HOW IS YOUR TICKET PRIORITISED?... 16 CHECK STATUS (TICKET MANAGEMENT)... 17 MY OPEN INCIDENTS... 17 MY CLOSED INCIDENTS... 18 MY WATCHED INCIDENTS... 18 MY REQUESTED ITEMS... 18 QUICK LINKS... 19 NEWS... 19 KNOWLEDGE MANAGEMENT... 20 FAQS... 21 The Hartree Centre Service Now Self-Service Portal - User Guide Page 2
PURPOSE OF DOCUMENT The purpose of this document is to explain how to use The Hartree Centre Service Now Self-service Portal to raise incidents and requests. This document also includes what IT Service Management is, as well as how The Hartree Centre is adopting the ITIL framework. WHAT IS IT SERVICE MANAGEMENT (ITSM)? IT Service Management is a general term that describes a strategic approach for designing, delivering, managing and improving the way information technology (IT) is used within an organisation. The goal of every IT Service Management framework is to ensure that the right processes, people and technology are in place so that the organization can meet its business goals. IMPORTANCE OF ITSM Provide a clear idea of what is to be delivered to whom. Credibility with customers and suppliers. Stepping stone to quality management (ISO9001). Understanding costs of service provision. Balance these against the financial returns. Enable realistic future plans. BENEFITS OF ITSM FOR USERS WHY ITIL? Predictable service levels (expectation management). Routine performance metrics. Well-defined communication paths with Hartree. Clear escalation route The Hartree Centre is adopting the fourth generation of the ITIL framework, because it is based on 30+ years of industry experience and has been widely adopted. The ITIL framework is vendor-neutral and non-proscriptive, which gives organisations the freedom to implement as little or as much of the framework as they need. If you would like to research into the best-practise ITIL framework in more detail, please see the link below: https://www.axelos.com/best-practice-solutions/itil The Hartree Centre Service Now Self-Service Portal - User Guide Page 3
The current version of ITIL (the 2011 edition) is service-oriented and describes the service life-cycle in five publications. The four core publications are Service strategy, Service Design, Service Transition and Service Operation. The fifth publication, Continuous improvement underpins all of these. In the Hartree Centre we have taken a targeted approach to ITIL, by adopting certain processes and functions from the areas of Service Operation, Service Transition, Service Design and Continual Service Improvement. The Hartree Centre Service Now Self-Service Portal - User Guide Page 4
SERVICE DESIGN Considers all the business requirements. Creates high-level service portfolio. Transforms the portfolio into a set of service specifications known as the Service Catalogue. Takes account of InfoSec, availability, resourcing and capacity. Service Catalogue includes service levels ((SLA) Service Level Agreement metrics). Also includes pricing information where applicable. SERVICE OPERATION Service Operation involves providing a Service Desk and ticket management to resolution. Service Desk Provides a single point of contact. Prioritises and allocates incidents and requests. Handles general enquiries. Ensures SLA (Service Level Agreements) metrics are met. Provides L1 technical support. Incident management An Incident is a temporary loss of functionality/ performance in a service. The aim is to restore normal service ASAP. Each incident raised is prioritised according to impact/urgency matrix. Examples include: Machine is down or running slow. Jobs are hanging or failing. Unable to access (When you have been able to access previously) Experiencing an application issue. Error messages. The Service Desk processes all incidents opened between the hours of 09:00 17:00 (Monday to Friday). Problem management A problem is created when the same issue is happening for several users or the issue requires much more in-depth investigations due to the complexity of the issue. A problem will be created for the investigations to be completed and all the incidents are linked to the problem ticket. Problem = Repeated or continuous interruption to service. May link multiple incidents. May result in a workaround. Will result in a resolution. Not subject to the same SLA metrics as incidents. Request management A request is raised when information, advice, access or even assistance is required. The Hartree Centre Service Now Self-Service Portal - User Guide Page 5
Request = Formal request for new functionality, bookings, reservations and questions. Requires approval Each request is considered by the Hartree Change Management Process. A change request is created if there is a configuration change required to a machine, this may be triggered by a Service Enhancement Request. Under the change, details are recorded including the risk of the change, any possible impact and a back out plan. More relaxed SLA metrics. Examples include: Application Installs. Changes to the machines requested. Room bookings. Tour requests. SERVICE TRANSITION Configuration Management Collection, recording and management of individual assets (eg. servers, switches, software licences). Assets are linked to create business services. Information stored in Configuration Management Database (CMDB). Knowledge Management Capturing understanding (process documentation, technical information, solutions to incidents & problems, user guides etc.). Provides Knowledge Bases - a self-help facility. Change Management Formal, documented process. Planning configuration changes (timescales, risks, impact, back-out plans). Obtaining formal approval to proceed through Change Advisory Board (CAB). Vital for preventing unexpected negative impact on services. Feeds CMDB. The Hartree Centre Service Now Self-Service Portal - User Guide Page 6
CONTINUAL SERVICE IMPROVEMENT Ensures processes and functions develop in response to lessons learnt. Leading to improvements in service quality and/ or efficiency. ITIL-specific seven-step improvement process: The Hartree Centre Service Now Self-Service Portal - User Guide Page 7
SERVICE NOW EXPRESS WHY SERVICE NOW EXPRESS Market leader. Fully ITIL-compliant. Cloud-based, no hardware required. Relatively inexpensive. Can grow into enterprise edition if needed. The Hartree Centre Service Now Self-Service Portal - User Guide Page 8
SERVICE NOW ACCESS: HOW TO LOG INTO SERVICE NOW & RESET YOUR PASSWORD: Go to: https://stfc.service-now.com/ and you will be welcomed with the below screen: Notice the welcome message at the bottom of the screen: Welcome Welcome to the Hartree Centre instance of ServiceNow Express. Here you can raise a helpdesk ticket (referred to as an "incident"); check the status of your existing tickets, or raise a Service Enhancement Request (SER). You can also access the KnowledgeBase through this portal. Here you can search for selfhelp articles and HOWTOs. We are in the process of migrating the Hartree Centre user guide to the KnowledgeBase so in time this will become the primary source of information on how to use the Hartree Centre systems. In order to use the portal, you need to have a registered user account. You can sign up for one at https://um.hartree.stfc.ac.uk. You do not require an active project to do this. If you don't have a password for this portal, please click the link below to request a reset. The systems status page can be found at http://community.hartree.stfc.ac.uk/wiki/site/admin/status.html. Check here first for information about planned or unplanned outages. The user guide is currently at http://community.hartree.stfc.ac.uk/wiki/site/admin/home.html but, as mentioned above, we are gradually transferring it to the KnowledgeBase in this portal. **If you have not logged in before, simply click the Reset your password here link and create a password for your account by using your email address as your username AND email address. The Hartree Centre Service Now Self-Service Portal - User Guide Page 9
HOMEPAGE NAVIGATION Once logged in, you will see the Hartree Service Now Self-Service Portal homepage. Here you can raise incidents, requests, check the status of current tickets and view the quick links. The Hartree Centre Service Now Self-Service Portal - User Guide Page 10
CUSTOMER REQUEST SERVICES (REQUEST) From the portal homepage, select the Customer Request Services button if you are asking for assistance. Here are the current forms available for creating a request: TIP: If there is no issue occurring, you will need to raise a request and not an incident. The Hartree Centre Service Now Self-Service Portal - User Guide Page 11
REQUEST FORM EXPLANATION Request Type: Application Installation. General Enquiry/ Request for Assistance. GFX Logins. HC Service Enhancement Request. Description: Fill this form in when you need an application installing on a machine. This form is for general questions or if you need to request any assistance. Fill in this form if you require a GFX login for a period of time. Fill this form in if you would like a change to a machine; provide a justification and explanation of why you are unable to use the machines as they currently are, in order for the change to be considered. **Frequent changes to the machines can cause issues, therefore by providing a full explanation this allows for full consideration of the scope of the change. Justifications are required to ensure the impact, risk and benefit of the change is considered to avoid unnecessary disruptions. HPSG Reservation Access Form. Reopen Closed Incident. Room Bookings. Tour Requests. User Access. This form is specifically for reserving a machine. This form must be filled in advance in order to allow for approval time and any possible questions. An incident is in a Resolved State for 10 working days, after this time period is up the incident is then updated to a Closed State. If you have been absent and you have missed the resolution period in order to question the resolution details, please fill in this form to submit your incident for consideration to be reopened. Fill this form in if you would like to book a room. If you would like to be shown around the machine rooms, please fill in this form. Note, it is your responsibility to organise a tour guide. This form will be sent to the Data Centre team for approval before the tour can take place, to consider if there are any possible safety risks or maintenance work being completed. If you need a password reset, an account enabling, updating, removing or a general request for access please fill in this form. **Submit any further questions regarding Service Now via the form. The Hartree Centre Service Now Self-Service Portal - User Guide Page 12
APPROVALS: When raising a request with The Hartree Centre, the request is processed via our Change Management Process. All requests must be approved by the Change Management Process in order to be completed. Note; there are different levels of approval required depending on the request which has been raised. For example, the Service Enhancements request requires a higher level of approval than a room booking. Service Enhancements, Application Installs and Machine Reservations all require a valid justification. Hence, there are mandatory fields to explain why, alongside a field for why you are unable to use what is already available. Why is this necessary? Frequent changes to the machines can cause issues. It allows for full consideration of the scope of the change. Ensures the impact, risk and benefit of the change is considered to avoid unnecessary disruptions to other users. What happens if my request is rejected? If your request has been rejected, please go to the Check Status page and view the comments provided. If you need to respond to the comments, please respond via the email which includes the request ticket reference. Your comments will then be automatically added to the request. The Hartree Centre Service Now Self-Service Portal - User Guide Page 13
REPORT AN ISSUE (INCIDENT) If you are experiencing an issue with one of the machines, you need to fill in the Report an Issue form. After selecting Report an Issue the below screen will appear. Select Create Incident in order to fill in the form. INCIDENT FORM First Section The first section of the incident form will be as shown below, note that there is a link to the Sakai Status Page and User Guides which should be reviewed before raising an incident. There are also mandatory fields which require to be populated in order to submit the incident, please check these fields before clicking Submit. The Hartree Centre Service Now Self-Service Portal - User Guide Page 14
How to add a contact to the Watch List? To add your colleagues to the Watch List simply add their email address and separate the email addresses with a comma. For example, as below: By adding colleagues to the watch list, they will receive all email communications from the ticket and will also be able to view and comment on the ticket via the Check Status page on the portal. Second Section The second section of the incident form is to gather any extra information which will aid in the investigations of your issue, so they are equally as important: The Hartree Centre Service Now Self-Service Portal - User Guide Page 15
HOW IS YOUR TICKET PRIORITISED? Impact and Urgency The Urgency depends on the Customer Type, whether they are grant funded, paying customers or STFC. Customer Type Platinum Gold Silver Bronze Description Enterprise Organisations - Paying Customers. Paying Customers. Grant Funded. STFC. To calculate the priority of the ticket, the Urgency is used alongside the possible impact of the issue. The Impact depends on what is being reported, is there a machine outage or is there a minor issue? Level High Medium Low Description System outage. Functionality not working. Daily issues. Priority Matrix Once the Urgency and the Impact are selected, the Priority Level is calculated, as shown in the SLA Matrix below: SLA Matrix IMPACT URGENCY HIGH MEDIUM LOW Platinum P1 P1 P2 Gold P1 P2 P3 Silver P2 P3 P4 Bronze P3 P4 P4 The Hartree Centre Service Now Self-Service Portal - User Guide Page 16
CHECK STATUS (TICKET MANAGEMENT) If you require an update on a ticket or would like to review what you have raised, from the homepage select the Check Status link: A screen will appear including My Open Incidents, My Closed Incidents, My Requests Items and My Watched Incidents. MY OPEN INCIDENTS My Open Incidents will show all the incidents you have raised which are in the status of Active, Awaiting User or Resolved. Incident Status s: Active The incident will show active if it is currently being investigated by one of our teams. Awaiting User The incident will show as awaiting user if we are waiting on further information from you. Simply click into the ticket via the incident number and review any comments. Resolved The incident will show as resolved if investigations have taken place and a solution has been provided. If you do not agree that the issue has been resolved, you are able to comment back through the incident and the status will change back to active. An incident will stay in the resolved state for 10 working days, after this if there has been no comment from the user the incident will be automatically closed. The Hartree Centre Service Now Self-Service Portal - User Guide Page 17
MY CLOSED INCIDENTS Here you will be able to view your closed incidents; this is helpful if you need to use the resolution information in the future. MY WATCHED INCIDENTS Here you can view all your colleague s incidents, were you have been added to the watch list. By clicking on the incident number, you will be able to also respond to any questions which may have been asked. This is helpful if your colleague is on holiday or absent, you are able to help our teams to the resolution without having to wait for the absent colleague to return to work. MY REQUESTED ITEMS The requests which you have raised will appear in this section, showing whether the request has been approved and whether it has been completed or not. You can click into each request via the reference number to view any updates from our teams. If you would like to request an update, please respond to the email you will find in your inbox with the request reference number included. Your comments will then be added to the request automatically. The Hartree Centre Service Now Self-Service Portal - User Guide Page 18
QUICK LINKS Select the Quick Links option on the homepage to view our links: Note Please read and familiarise yourself with the NEW SAFE Terms and Conditions. NEWS From the homepage view our welcome message and some helpful information about The Hartree Centre. The Hartree Centre Service Now Self-Service Portal - User Guide Page 19
KNOWLEDGE MANAGEMENT To access the Service Now knowledge articles, select knowledge from the bookmarks on the lefthand side of the screen: **If you feel you have information which would be great to be included on a specific subject for other users, please raise a request (General Enquiry/ Request for Assistance) and attach the information to be uploaded. The Hartree Centre Service Now Self-Service Portal - User Guide Page 20
FAQS Question: Answer: 1. How to raise a ticket if you are locked out of Send an email to the Hartree@stfc.ac.uk email Service Now? address. 2. How do I get an account for Service Now? Once you have registered on SAFE, there is a job which will create a user on Service Now for you. Look at How to login to Service Now above for more details. 3. How do I respond to a request ticket? When a request is raised, all the information should be provided upon first instance. If there is a case where you require an update or answer a question, please respond to the email you will have received to your inbox referencing the ticket. 4. How can I open a closed incident? An incident is resolved for 10 working days to allow for the user to respond. After this time has passed, the incident is automatically updated to closed. 5. How can I reset my password on Service Now? If you have been absent and you have missed the 10 working days to respond. You can fill in the request form Reopen Closed Incident to provide your justification of why the incident should still be open, within 5 working days of the incident being closed. Select Reset My Password on the login screen. Use your email address for both the username and email address field. The Hartree Centre Service Now Self-Service Portal - User Guide Page 21