INCIDENT MANAGEMENT PROCEDURES

INCIDENT MANAGEMENT

PROCEDURES

ServiceNow Quick Reference Guide

To get started, log on to ServiceNow at http://ucdavisit.service-now.com with your Kerberos LoginID and passphrase.

This Quick Reference Guide is designed to complement your ServiceNow

training and help you start your IT service journey.

Welcome to ServiceNow!

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Simplified

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choices for individual needs and

Improved

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Integrated

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base

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Log on to ServiceNow at http://ucdavisit.service-now.com with your

Kerberos LoginID and passphrase.

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The ITIL homepage provides commonly used reports, including: o Users by location

o Open Items by Escalation o News

o My Groups Work

o ITIL Summary Counts (including items that are critical, overdue, and over a week old)

o My Work

Because these reports link directly to the appropriate records and tables, you can use the work queues and the reports on critical tasks to manage your work directly from the homepage.

Understanding the Application Navigator

Callers: A list of universitey affiliates.

Incidents: Active incidents listed in your assignment groups. From here you ‘manage your queue’ and run custom display queries.

Awaiting Review: Active incidents listed in your assignment group with the event status of New. This status indicates that a member of the assignment group has not started work on the ticket.

Knowledge: The internal ServiceNow knowledge base that contains support documentation, procedural documentation, and customer-specific documentation. My Work: Active incidents that are assigned to you. The particular event status determines if the incident is resolved or a work in progress that requires your review. My Groups Work: An extension of the My Work view that shows all of your work as well as your group’s active incidents.

My Approvals is reserved for future use.

Create New: Allows you to create a new incident for a customer. Creating a new incident requires you to fill in several required fields before the incident becomes active in ServiceNow.

Assigned To Me: Incidents that have you set as the Assigned To value. This view is identical to the My Work view from the Service Desk menu.

Open: Active incidents where the Assigned To field is filled. Incidents listed here will show the organizations and assignment groups.

Open (Unassigned): Active incidents where the Assigned To field is empty. Incidents listed here will show the organizations and assignment groups.

Resolved: Tickets that will automatically switch to closed after 72-hours and then removed from this view.

Closed: All incidents that went through the 72-hour resolution courtesy window without a customer response.

Closed- Customer Response is to be retired.

All: A history of all incidents within ServiceNow, in all of the above mentioned event states.

Overview: Overview data of incidents. The next page shows more detail. Critical Incidents Map is reserved for future use.

Incident

Service Desk

The ServiceNow Administration Page

Click to filter and list incidents by certain information. To see a preview of the incident, hover your mouse over the icon to the left of the incident. Click on the individual incident to edit or display more detailed information, such as:

Number: The incident’s assigned number.

Caller: The customer who reported the incident or requested a service. Short Description: The short description from the incident form.

Category: The type of service the incident falls under (i.e., Servers or Email). State: The current status of the incident (i.e., New, Work In Progress, Resolved) Assignment Group: The group that the incident is assigned to.

Assigned to: Displays the name that the incidents are assigned to. Note: Incidents that are New or in Awaiting Review will not display an assignee.

Updated: The last date and time the incident was updated.

Go To searches incidents based on the current filter you

have set. Keywords/phrases entered into this search field need to be paired with a search criteria, such as ‘state’ or ‘assigned to.’

Logout does not log you out of CAS, only ServiceNow.

Home returns you to the ServiceNow Homepage (or whatever landing page you specify).

Print opens a printable version of the current content frame.

Help opens a help page.

Search Field searches all of ServiceNow to find a keyword, incident number, or asset name.

The global site searches all of ServiceNow for the keyword or phrase.

Header Expand/Collapse hides or

shows UC Davis banner image to free up screen space.

Creating a New Incident

When you create a new incident, the main content window will present you with a series of form entry fields that must be filled in.

Green = Entry recognized and accepted by system Red = Entry required

Red dotted underline = Entry not valid, try again Orange = Required, but automatically filled by system

• Caller✴ • Affiliation✴ • Department Name✴ • Category✴ • Subcategory✴ • Configuration Item✴ • Short Description✴ • Assignment Group✴

Required Incident Form Fields

• Requested For • Location • Assigned To • Additional Comments • Work Notes • Watch List • Attaching Files

Optional Incident Form Fields

• Requested For If a customer makes a request on behalf of another person, that other person’s name would be entered into this field.

o Example: List a professor’s name if a department tech submits a request on their behalf.

• Location The physical building where the customer is located.

• Contact Type The method used to report the incident to the service desk.

• Assigned To Select a member of the assignment group to assign ownership of the particular incident. Assigned To must be a member of the Assignment Group. • Additional Comments (Customer visible) Information entered here is sent via email

to the customer and whoever is listed in the watch list field. Be professional and polite when making comments in this field.

• Work Notes The service desk analyst should log content specific information about the incident (actions performed, next steps, etc.) but information is not visible to customer.

• Watch List Customers defined here receive email notifications when an action is performed on the incident, such as an assignment group change.

• Attaching Files It might be necessary to attach a file to an incident (such as a screenshot or document). An attached file can be seen by anyone with access to the incident in ServiceNow.

Optional Form Fields to Improve Reporting

Required Incident Form Fields

• Caller✴ Enter the full name of the person who is reporting the incident. Click the magnifying glass to search the directory.

• Department Name✴ Specify the department, college, or academic unit. • Category✴ Select the type of incident:

o Feedback o Inquiry/ Help o Request

o Service Disruption

• Subcategory✴ Select a more specific type of category.

• Configuration Item✴ The parts of a service that are affected by the incident. • Short Description✴ A quick, one sentence description of the particular incident.

Brevity and clarity will allow you and your fellow service desk analysts to quickly gauge the subject matter of an incident.

• Assignment Group✴ The business unit that is currently assigned to the incident. Although not a required field, an assignment group will need to be selected to properly set an Assigned To value in ServiceNow.

Resolving an Incident

• Knowledge Select this box to submit the incident as a possible draft for a knowledge article. The short description becomes the article’s short description; the additional comments become the text of the article.

• Resolution Code Select the appropriate code for reporting purposes and trend analysis:

o Solved

o Solved Remotely o Not Solved

o Closed/ Resolved by Caller

Scroll down from the normal incident field view to see:

• Export Search Results: Right- click on the list header to export a PDF, Excel or CSV copy of your list to your desktop.

• Create a Shortcut Banner: Click Switch to New UI in the top right corner to open a vertical banner on the far left edge of your screen. You can quickly see flyouts of your bookmarked searches, favorite pages, and more by dragging and dropping them into this banner.

• Saving vs. Updating: By right- clicking on the form field header and selecting

Save, you can continue editing.Clicking on Update in the top right corner will

save your edits and return your view back to the previous page.

• Searching: To search for more variations of a word, insert an asterisk (also known as a wildcard) to search more broadly. Example: Searching for net* will also show results for network, networking, and networks.

• Viewing in Pop-ups: When your mouse hovers over the reference icon, a quick popup of the incident’s details will appear. To freeze the pop-up so you can view or copy information in the fields, hold shift and then move your mouse into the pop-up page.

Tips and Tricks!

Creating a New Incident

Icons

Reference Icon This shows more detailed customer information pulled from the campus directory and Mothra (IET’s identity management system). Show Related Incidents This opens

a new window/tab that contains all incidents where this name is the caller, both active and inactive.

Suggestion This allows you to quickly auto fill common descriptions.

Search Knowledge This searches the knowledge base for previous answers to similar incidents. You can add these answers to the incident.

Spell Checker Unlike other browsers, this spell check requires manually clicking the icon to highlight the misspelled words in bold red text. To continue modifying the text, click the green hyperlink icon,Resume Editing.

IT S

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IT Service Management- Email: itsm@ucdavis.edu

Service Manager- Anita Nichols: ajnichols@ucdavis.edu