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Implementing ITIL in ServiceNow
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ITIL Implementation Guide
ITIL Implementation Guide
The IT Infrastructure Library (ITIL) is an integrated, process-based, best practice framework for managing IT services. It provides guidance for creating and operating a Service Desk that provides efficient communication between the user community and the IT provider. Originally initiated to improve IT service management for the UK central government, it has become a standard for many organizations; public or private sector, large or small, centralized or distributed. This guide provides a general overview of ITIL concepts and how ServiceNow can enable these processes.
Service Level Management
The Service Level Management process is designed to ensure customer satisfaction within IT service processes. Service level agreements are made between the IT staff and the customers, and the IT desk must monitor their performance as compared to the agreements. In addition, underpinning contracts with external vendors and operational level agreements with internal vendors ensures that these service level agreements are feasible. To find out how ServiceNow implements Service Level Management, visit ITIL Service Level Management.
The Availability Management process ensures that availability within a system is kept as close to 100% as possible. By both reacting to past service failures, and planning to avoid future service failures, Availability Management can greatly increase end-user satisfaction with services. To find out how ServiceNow implements Availability Management, visit ITIL Availability Management.
The Capacity Management process is designed to ensure that business services are not made unavailable by over-capacity. By analyzing past failures and planning for growth of demand of services, Capacity Management can increase end-user satisfaction with services. To find out how ServiceNow implements Capacity Management, visit ITIL Capacity Management.
Supplier Management is a process that defines and monitors agreements between an IT department and an external supplier. To find out how ServiceNow implements Supplier Management, visit ITIL Supplier Management.
Service Catalog Management
The service catalog provides a front end for customers to request items and services. Service Catalog Management ensures that this service catalog provides accurate and useful information on the items and services. For more information on how ServiceNow implements Service Catalog Management, visit ITIL Service Catalog Management.
ITIL Implementation Guide
The Change Management process ensures that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change related incidents on service quality. Consequently, change management aims to improve the day-to-day operation of the organization. IT-related changes that may affect one or many customers are tracked with Change Management. Adding memory to one machine, getting a new server, and installing the latest Windows OS on all PCs are all examples.To find out how ServiceNow implements Change Management, visit ITIL Change Management.
The Knowledge Management process ensures that important information flows freely throughout the IT organization. Knowledge Management keeps the CMDB and knowledge base of an organization up-to-date, and uses a Knowledge-Centered Support approach to reduce repeat incidents and problems. For more information on how ServiceNow implements Knowledge Management, visit Knowledge Management with KCS
Asset Management enables a process of monitoring processes, organizations, people, information, applications, infrastructure, and financial capital within an organization. This allows the organization to collect accurate records of these business components, making them available for both internal and external auditing processes. To find out how out ServiceNow implements Asset Management, visit ITIL Asset Management.
Configuration Management provides a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the Configuration Items in existence. To find out how ServiceNow implements Configuration Management, visit ITIL Configuration Management.
This discipline of IT Service Management is the management of all software configuration items within the organization. It is responsible for the management of software development, installation and support of an organization's software products. Software Control & Distribution procedures include the management of the software Configuration Items and their distribution and implementation into a production environment. This involves the definition of a release program suitable for the organization, the definition of how version control is implemented, and the procedures surrounding how software is built, released and audited. To find out how out ServiceNow implements Release Management, visit ITIL Release Management.
For information on how ServiceNow implements Request Fulfillment Management. Event Management The Event Management process analyzes and responds to events. visit ITIL Problem Management. Event management is involved with starting and maintaining processes based on events. To find out how ServiceNow implements Event Management. ensuring that other processes are triggered at the appropriate time. visit ITIL Event Management. visit ITIL Request Fulfillment Management. It arranges for correcting errors in the IT infrastructure and performs proactive problem prevention. Incident Management The Incident Management process aims to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. Problem Management The process of Problem Management diagnoses the underlying cause of the incidents identified by the Service Desk.ITIL Implementation Guide 3 Service Operation Request Fulfillment Management The Request Fulfillment Management process responds to customers' requests for services and items in a timely and effective manner. This ensures that the best possible levels of service quality and availability are maintained. visit ITIL Incident Management. visit ITIL Facilities Management . To find out how ServiceNow implements Facilities Management. Facilities Management Facilities Management is a process for maintaining and operating facilities associated with an IT organization. To find out how ServiceNow implements Incident Management. To find out how ServiceNow implements Problem Management.
when the timer stops counting. Once a survey is created. the platform only supports SLAs. it can be accessed by users in their self-service application. it is easy to see what progress has or has not been made. link a survey to an incident. • Escalation . In order to do so. With the SLA Plugin. see Defining an SLA with Plugin. The ServiceNow platform allows these guarantees to be codified within the system. To be informed of the progress of a guarantees. However. it is possible to configure email notifications or other event processes. Breached SLAs and Overdue escalations display red. • Stop conditions . SLAs have color coding on their duration and escalation fields. monitors its own progress using the timers. SLAs no longer use escalations. signaling the need for their attention. These automatically generate the metrics necessary to monitor achievement of the guarantees. so that wherever they are displayed. Underpinning Contracts. it is imperative to guarantee a certain level of service to customers. • Duration . which allows multiple SLAs to be bundled in a Service Level Contract. and Operational Level Agreements. by installing the Service Level Agreements (SLA) Plugin. with or without the plugin. see Defining a Service Contract.when the timer should start counting.when the timer should pause. it is also possible to use the survey application to collect information from customers as to their satisfaction with their service experience. from Moderate to High to Overdue. So long as this condition is true. the IT desk must also receive guarantees of certain levels of service from both internal and external providers. • Pause conditions . To learn how to define SLAs with the plugin. is a timer defined by: • Start conditions . out-of-box.At what intervals should the escalation of the task be promoted. These guarantees are Service Level Agreements. and dynamically tailored to specific contexts. Measuring Customer Satisfaction In addition to the quantified measure that SLAs provide. It is possible to generate customer satisfaction surveys randomly after closing tickets. Monitoring Service Guarantees The SLA engine. Service Level Management Process Defining Service Guarantees Out-of-box. or sent in a scheduled email. the timer will pause.4 Service Design Service Level Management Overview In any IT process. . To find out more. it is possible to also define Underpinning Contracts and OLAs as well. but as soon as it becomes false the timer will resume counting. There is also a Service Level Contracts plugin available. The SLA engine. but rather a more refined workflow system.how long the SLA should continue counting before it is marked Breached.
these applications are auto-populated with accurate. Underpinning Contracts. and planning ahead to avoid future ones. and the information within the database. see Reporting on SLAs. More information can be gathered by enabling auditing. visit ITIL Asset Management and ITIL Configuration Management. With the Discovery product. provide an availability management team with information about the assets and configuration items within the network. With the plugin. The Baseline CMDB Plugin extends the CMDB functionality with certain important enhancements. Availability management teams can use ServiceNow to collect important information and propose changes. as well as their relationships. and OLAs to better suit the service level team's unique environment. it is possible to generate reports. including the CMDB. using information gathered within the platform. This involves monitoring and analyzing services and their components. analyzing past failures. the cmdb_ci_outage table can be automatically populated with unplanned outages as they occur.Service Level Management 5 Continual Service Improvements to Incident Management The service level management process can be improved by the service desk. up-to-date information from the network. and to automatically update CIs once changes are complete. it is possible to refine the SLAs. . Availability Management Overview The goal of Availability Management is to ensure that IT services are available at all times. Using this information. One important table of information within the CMDB is the cmdb_ci_outage which tracks both planned and unplanned outages. Much of the data is already stored within the agreement record. The Enterprise CMDB Plugin also extends CMDB functionality to deal with large CMDBs. With the Metric Definition Plugin. With these metrics. This can provide the availability management team with crucial information to both understand past outages and prevent future outages. To find out how to report on Service Levels. With the Database Views Plugin it is possible to join tables for reporting purposes. Availability Tools Asset and Configuration Management The Asset and Configuration Management applications. which allows for an accurate review of the history of the problem. it is possible to define the Key Performance Indicators to monitor within the system. With the establishment of a business rule. and can be created as part of a change process. which can then be added to homepages or automatically generated and distributed. it is possible to take a snapshot of the CMDB labeled 'baseline' to have as a reference. For more information.
Change Management The Change Management application allows the availability management team to plan and coordinate changes. provide an capacity management team with information about the assets and configuration items within the network. A change management task can be created and ushered through a defined workflow. For more information on the change management tools. including the CMDB. up-to-date information from the network. Capacity management teams can use ServiceNow to collect important information and propose changes. it is possible to take a snapshot of the CMDB labeled 'baseline' to have as a reference. The Enterprise CMDB Plugin also extends CMDB functionality to deal with large CMDBs. The Baseline CMDB Plugin extends the CMDB functionality with certain important enhancements. . and the platform will track availability data on them. as well as their relationships. and planning ahead to avoid future ones. these applications are auto-populated with accurate. This involves monitoring and analyzing services and their components. end users can subscribe to Business Services and Service Offerings. Capacity Tools Asset and Configuration Management The Asset and Configuration Management applications. see ITIL Change Management. visit ITIL Asset Management and ITIL Configuration Management. Change Management The Change Management application allows the availability management team to plan and coordinate changes. This can provide the capacity management team with crucial information to both understand past outages and prevent future outages. Capacity Management Overview The goal of Capacity Management is to ensure that IT services are available at all times by monitoring the capacity of the services. For more information. analyzing past failures. see Service Subscriptions.Availability Management 6 Service Portfolio Management With the Service Portfolio Management Plugin. see ITIL Change Management. Withe the plugin. For more information. For more information on the change management tools. and to automatically update CIs once changes are complete. With the Discovery product. A change management task can be created and ushered through a defined workflow.
Supplier Management 7 Supplier Management Overview The goal of Supplier Management is to ensure the reliability and cost-effectiveness of outside suppliers. The aim of service catalog management is to ensure the accuracy and availability of the service catalog. In addition to the Contract Database. Supplier Contract Database Within the Asset Management application. and software licensing. affected configuration items. Administrators can define all aspects of the service catalog including categories. warranties. This allows the supplier management team to easily record and track the contracts. information is stored regarding contracts. Service Catalog Management Overview The service catalog is a central listing of the goods and services that an IT organization provides. . Supplier Management Tools Underpinning Contracts If the supplier management team has negotiated underpinning contracts attached to service level agreements. and request fulfillment processes. service contracts. catalog items. see ITIL Service Level Management. purchase orders. it is possible to install the Software Asset Management Extensions Plugin to get warning as contract expiration deadlines approach. with information such as schedule. leases. these are fully integrated into the Service Level Management system. and cost and payment schedule. For more information. The ServiceNow platform provides tools for defining and monitoring these contracts. Within ServiceNow. The ServiceNow Service Catalog application provides data storage and administration features as well as an interface for end users to order goods and services. The supplier management team negotiates contracts with external suppliers. Underpinning contracts define and monitors the guarantees. and regularly reviews these contracts to ensure that they are being met. these can be defined and automated using the Service Level Agreements (SLA) Plugin.
Coordination with Cloud Provisioning. • Setting up the Service Catalog • • • • Managing the Service Catalog Homepage Service Catalog Categories Defining Catalog Items Service Catalog Variables Managing Request Fulfillment Define the request fulfillment process to be used when ordering items.Service Catalog Management 8 Enhancements Calgary The following enhancements have been added as of the Calgary release: • • • • • • • • Searching and navigation enhancements. Setting recurring prices on catalog items. Support for HTML variables. Catalog variable data lookup support. Support for catalog UI policy and catalog client scripts in Service Catalog Wizard screens. New reference qualifier variables. . • Managing Request Fulfillment • • Service Catalog Workflows Using Execution Plans Further functions The standard service catalog and request fulfillment setup can be extended with a variety of features to provide more flexible design and more powerful features for service catalog offerings. See Extending the Service Catalog for more information. Use of renderers to customize category look-and-feel. Setting up the Service Catalog Set up the service catalog to provide end users with information and the ability to request good and services.
These tasks can be assigned to appropriate change management team members. which triggers an appropriate workflow. • Emergency .A high impact change. • An IT team member (role: itil) can request a change through the Service Catalog. populated with the pertinent information in individual fields. • Comprehensive .9 Service Transition Change Management Overview Change Management helps organizations understand and work to minimize risks of changes to the IT environment.Selects a type of change. • A change can be requested from an incident. • If a user attempts to create a generic task. it is closed. In this way. If an assignment rule applies.A higher impact change with a more complex procedure. Once the change has been properly implemented. commonly performed change. Within the platform.A low-impact. It is essentially a process for managing the people-side of change. Out-of-box. approving and implementing changes to your environment. tasks are always assigned a handling process. the task interceptor will first ask them to specify what sort of task they would like to create. assessing. ServiceNow helps implement your Change Management process by providing on-demand capabilities for creating. Assessing and Evaluating Changes Once a change request is in place. • If an appropriate inbound email action is configured. it can be generated from an email. • A change can be requested from a problem. it can be assigned by hand. changes are handled using the task record system. Each change is generated through a variety of means as a task record. who will deal with the task as appropriate. Change Management Process Raising and Recording Changes A new change record can be generated in a number of ways: • An IT team member (role: itil) can generate a change by hand through Change > Create New or clicking New from the change record list. the change will be assigned to the appropriate user or group. the change management team must populate the change request with as much information as possible in order to fully assess the requested change. Information that can be collected out-of-box: • Priority • Category • Type . Otherwise. triggered in response to an urgent situation. these choices are: • Routine . Email Notifications will keep involved parties informed about updates to the change request. .
or scheduling to better suit the change management team's unique environment. multi-step changes.If the change was generated from a problem. which can then be added to homepages or automatically generated and distributed. Authorizing Changes Approvals for changes can be specified in one of several ways.Change Management • Risk . • Affected CIs . • Change/Backout/Test Plans • Change Tasks . • Problems . This can be integrated with Outlook so that the change schedule will appear in Outlook's calendar. workflow. using the Approvers related list • Generated using an Approval Rule • Generated using a workflow. using information gathered within the platform. Much of the data is already stored within the incident record.Can either be generated manually or created from a workflow. and present the tasks as a Gantt Chart timeline. Projects in the Project plugin can organize many layers of tasks. Otherwise. it is possible to refine automatic rules such as the assignment rules. a planned start and end date. 10 Planning Changes Changes can be planned directly in the change record.Includes a requested by date. or can simply respond to the email if the appropriate inbound email action is configured.Can either be generated manually. it is possible to install the Best Practice Change Risk Calculator to assist in this aspect of the process. They can either update the Approval field on the form. using an approval engine. emails will be sent out informing the appropriate user that they need to approve the change. it is possible to generate reports. With these metrics. it is possible to define the Key Performance Indicators to monitor within the system. the change can be closed by changing the state. but for complex. and the change has been tested and confirmed. If Change Management Workflows is installed. • Specified by hand.a list of business services (from the CMDB) that will be affected by the change. With Database Views it is possible to join tables for reporting purposes. • Impacted Services . Closing Changes Once the change has come to an end. With Metric Definition Support. Note that changes made to the schedule in Outlook will not change the change record. More information can be gathered by enabling auditing. approval engines. Project Management allows specificity of planning.In addition to manually evaluating the risk involved in a change. the ITIL best practice workflow appropriate to the specified type (see above) will be used. Using automated approvals. • Schedule . this can be populated by hand. and work start and end dates. this related list will be automatically populated. or generated from a workflow. which allows for an accurate review of the history of the problem. a business rule can be configured to automatically close them upon closing the change. and the information within the database. If the change was generated from an incident or problem.a list of configuration items (from the CMDB) that will be affected by the change. Continual Service Improvements to Change Management The change management process can be improved by the service desk. Using this information. . • Approvers .
Published Edit Retired Feedback View . • knowledge_admin role: performs all the activities of the knowledge role. For organizations using knowledge centered support (KCS) processes. works with article submissions. By storing and making available information about common problems and issues. configures knowledge management properties. this information is also part of the incident management and problem management processes. Lists all knowledge articles. The ServiceNow Knowledge Base application provides role-based tools to create. These articles are not accessible from the knowledge portal or search. flagged articles. reviews and responds to ratings. regardless of their workflow state. Submissions are created only when the knowledge submission workflow is enabled. retained for historical reference. Lists the articles whose workflow state is Published. manages the label and message text for knowledge forms and pages. and knowledge roles. Submissions Assigned to me Lists all knowledge submissions assigned to the logged in user who has the admin. as needed. and assign roles if access is to be limited. Review or update published articles. Lists articles whose workflow state is Retired. • admin role: performs all the activities of the knowledge and knowledge_admin roles. or knowledge role. unless otherwise noted. knowledge centered support helps prevent future redundant incidents. Enter the content for the article. Use the Work notes field on the Knowledge Feedback form to document any changes made as a result of the feedback. Module Create New Description Opens the Knowledge form where you can create a new article. Review the submission to determine whether to create an article and submit it for approval or to reject the submission and note the reason. Lists knowledge feedback records. as needed. updates the knowledge portal with links to outside resources.Knowledge Management 11 Knowledge Management Overview The knowledge management process ensures that important information flows freely throughout the IT department and to the entire organization. These articles are accessible from the knowledge portal and search. which are available to all users with the admin. It also provides tools for all users to find and view the information as needed. applies role restrictions and other supplementary settings to articles. Review the articles to determine whether any should be updated and republished. knowledge_admin. set its workflow state. Application and Modules The Knowledge Base application contains these modules. Search and view articles or click and drag a topic header to temporarily change the arrangement of topics in the portal. and user search information. Review or update the articles. Displays the knowledge portal. Administrators assign these roles to the users and groups who maintain the knowledge content. knowledge_admin. store. and publish this important information. The article number is provided. or deleted. Knowledge Management Roles Knowledge management uses these roles: • knowledge role: creates and translates articles. reviews and responds to feedback.
Open the record to read the user's comment in the Knowledge Feedback related list and to modify the article as needed. create a filter by clicking the arrow beside the breadcrumbs. This module is available only to users with admin or knowledge_admin role. Search Log Lists records of knowledge searches showing the search term and the number of results returned. where they can search for and view knowledge articles and provide feedback to help improve the knowledge base. From events by creating a business rule to generate relevant knowledge. or reject the submission and note the reason. see Using the Knowledge Base and Searching Knowledge. Use this information to determine whether users are finding what they need in the knowledge base. By publishing managed documents to the knowledge base Administrators can enable the knowledge submission workflow to have new knowledge articles created as submissions that are moderated by knowledge workers before they are published. Submissions are created only when the [Knowledge Workflow#Enabling Knowledge Submission Workflowknowledge submission workflow is enabled. This module is available only to users with admin or knowledge_admin role. Lets you configure the knowledge base. From existing incidents. Creating Knowledge You can provide knowledge content: • • • • • • • By creating new articles in the Knowledge form. Administration Navigation Add-ons Properties Lets you add links on the knowledge portal to different search engines or related websites. and feedback options. category names. Ratings Lists ratings from users. To list submissions that have been closed. Use the links at the top of the page to add content to the page or change its layout. create an article and submit it for approval. Overview Opens the Knowledge Management homepage. Review the record to determine whether to assign the submission to a knowledge worker. This module is available only to users with admin or knowledge_admin role. From existing problems. This module is available only to users with admin or knowledge_admin role. For more information. Messages Lets you customize the text that appears in various knowledge base locations. KCS Flagged Articles Lists articles that have been flagged as incomplete or inaccurate by users. . Click the article number to open the article. From the service catalog... By linking to content in other knowledge systems. such as button labels. This module is available only to users with admin role. This module is available only to users with admin role. This module is available only to users with admin or knowledge_admin role.Knowledge Management 12 Open Submissions Lists all knowledge submissions with Status set to Submitted or Assigned. Click the Created date to open the rating record. Using Knowledge All users of the ServiceNow application can access the knowledge portal to search.
beneficiary. including IT. a task is now created for the stockroom manager in addition to an email notification being sent. Asset management focuses on the financial tracking of company property. this article lists recent enhancements and provides information about migrating from pre-Berlin releases.Knowledge Management 13 Translating Knowledge Organizations with knowledge users who speak multiple languages can activate the optional knowledge internationalization features. Depreciation can be added to fixed assets. Enhancements Calgary The following enhancements are added in the Calgary release: • Hardware models can now have a depreciation schedule. contractual. ITAM business practices have a common set of goals: • • • • • • • Control inventory that is purchased and used. In addition to introducing the asset management process in ServiceNow. Asset management and configuration management (CMDB) are related. see Knowledge Management Reporting and Knowledge Article Tracking. resale price. Select the proper tools for managing assets. the depreciation amount is automatically calculated daily using a scheduled job. • When using stock rules and selecting the Vendor restocking option. • Fixed assets can now be created as containers for multiple assets. and financial aspects of information technology assets. Configuration management focuses on building and maintaining elements that create an available network of services. . Information such as retired date. but have different goals. For more information. and end users. Asset management is automatically activated starting with the Berlin release. For more information. Based on the information specified in the asset record. Achieve compliance with relevant standards and regulations. services. Create standards and processes for managing assets. • Hardware models can now have disposal instructions. Manage the asset life cycle from planning to disposal. Improve IT service to end users. see Knowledge Internationalization. Tracking and Reporting on Knowledge Several tracking and reporting options withing ServiceNow help you see how the knowledge content is being developed and used over time. and disposal reason can be added. Asset Management Overview IT Asset Management (ITAM) integrates the physical. finance. Reduce the cost of purchasing and managing assets. technological. Most successful ITAM programs involve a variety of people and departments.
assets linked to a configuration item (CI) can be seen on the CI form. (Prior to the Berlin release. consumables. or transfer orders in a release prior to Berlin and are now upgrading to the Berlin or a later release. Prior to the Berlin release. and coordinate with the service catalog. assets were included in the Configuration Item [cmdb_ci] table. a model comprised of models. • Assets are now in a separate table named Asset [alm_asset].all information and reports are preserved when upgrading. This improves the quality of information and the ordering experience from within the service catalog. For example. Step 2 is very important if you have existing configuration items that you now want to manage as assets in the Berlin or a later release. Certain actions. can take place at the order level or the line level. • Bundled models. • Domain separated systems can use the updated version of asset management starting with the Berlin release. When stock levels go below a set threshold. • Asset status is now consolidated into two fields on the asset form: state and substate. Groups of items can now be organized into model categories in the completely redesigned model table. The relationship between CIs and assets helps customers that are tracking assets in the CMDB using a previous version . Removing assets from the cmdb_ci table provides more flexibility to build new features into the Asset Management application in the future and helps prevent the cmdb_ci table from growing too large. • Transfer order lines allow multiple assets on one transfer order. configuration items. . source request items. • Two new asset forms are added for consumables and bundles. contracts. There is a relationship between the cmdb_ci table and the new alm_asset table. • A new Procurement application enables you to track requests from the service catalog. one transfer order needed to be created per asset. and licenses) are related to each other. warehouses. there were five state fields in the CMDB. inventory. Prior to the Berlin release. create and manage purchase orders. a CI linked to an asset is visible on the asset form. an asset manager can be notified by email (and then generate a vendor order) or an automatic transfer can be done from one stockroom to another. The updated hardware and software asset forms are backward compatible and can be personalized to include the Old status and Old substatus fields.) • Stock rules are available to help control stock levels.Asset Management • A new Product Catalog application enables you to organize all information about assets and models. and receive assets. read the steps in this section. Conversely. see the following wiki pages: • Software License Counts and Compliance Checking • Managing Contract Expirations • Asset Portfolio Migration If you used Asset Management. 14 Berlin Asset Management is significantly updated for the Berlin release: • A new model structure is introduced in the Berlin release. are now available. Previous Versions For Asset Management information in releases prior to Berlin. and other items (for example. Model categories define how assets. such as shipment preparation and placing an asset in transit.
• Inventory in the Inventory (Parts) [ast_part] table is converted to the Hardware model [cmdb_hardware_product_model] table or the Consumable model [cmdb_consumable_product_model] table. the asset class cannot be changed. you must assign an asset class to any category of configuration items that you now want to track as assets. • The Transfer Order Line [alm_transfer_order_line] table is added. new information is added to the alm_transfer_order table. the updated Asset Management application cannot be viewed in the Berlin or a later release. New information is added only to the new tables. • The Transfer Order [alm_transfer_order] table is added. read the steps in the Asset Management Process section to get started. • The Warehouse Type [ast_warehouse_type] table is converted to the Stockroom Type [alm_stockroom_type] table. The items then become both a configuration item and an asset and are tracked synchronously. Step 2: Create Asset Classes This is a critical step. The old Transfer Order [ast_transfer_order] table and the data it contains remain in the system. • Inventory in the Inventory Items [ast_inventory] table is converted to consumable assets and placed in the Consumable [alm_consumable] table. All data is migrated. old and new tables remain in the system so old tables and information are available for reference. You can personalize the two forms to include the Old status and Old substatus fields to view the old information easily or for reporting. If you created hardware and software configuration items in a release prior to Berlin. The inventory item is converted to a consumable asset if the Consumable option is set to true on the part record. The Model Category [cmdb_model_category] table (Berlin release) contains an asset Class field only for Consumable and Software License models.Asset Management 15 Note: If you turned off Asset Portfolio in a release prior to Berlin. There is no migration path between the two tables. • New instances have new tables only. • The Warehouse [ast_warehouse] table is converted to the Stockroom [alm_stockroom] table. If you plan to begin using the Asset Management application after upgrading to the Berlin or a later release. After upgrading to Berlin or a later release. For other model categories. . Inventory is identified as a consumable if the Consumable option is set to true on the inventory record. Note: After an asset class is selected for a model category. the information is migrated to the updated Hardware asset form and Software License asset form. set an asset class manually. Information that had been stored in Asset Portfolio > Warehouses is moved to Asset Management > Stock > Stockrooms. All data is migrated. As you use the transfer order feature. In instances upgrading from a release prior to Berlin. Step 1: Upgrade to the Berlin or a Later Release Upgrading to the Berlin or a later release modifies the Asset Management application as follows. Information that had been stored in Asset Portfolio > Warehouse Types is moved to Asset Management > Stock > Stockroom Types.
or transfer orders in a release prior to Berlin and are now upgrading to Berlin or a later release. inventory. Remove information that is obsolete or invalid. native discovery tool. For information about Asset Management user roles. For information about the user roles necessary to view the different modules. . computers.Asset Management 16 Application and Modules The Asset Management application in the application navigator contains modules for using and managing assets. others). See Model Categories for details. • For organizations that want to leverage the discovery technologies they already have deployed (SMS. Inventory: Create and manage transfer orders to move assets between stockrooms. Tally NetCensus. create new stockroom types. If you used Asset Management. • A lightweight. and software. servers. If you are upgrading from a release prior to Berlin. Ensure that all remaining information is accurate and complete. for example. Step 2 in the Migration section is very important if you have existing configuration items that you now want to manage as assets in Berlin or a later release. and create stock rules that can automatically transfer assets or send alerts to asset managers. Portfolio: Manage assets including hardware. Asset Management Process The best method for managing assets depends on business needs and how your business is organized. Scanned data can be mapped directly into the CMDB. The steps below are one possible process for getting started with Asset Management. This WMI-based discovery is included in the base Self-Service application. Step 2: Make the CMDB Accurate Clean up information in the CMDB. ServiceNow provides these options for asset discovery: • The separate and highly robust Discovery product. Help the Help Desk. read the steps in the Migration section. licenses. and consumables. Step 1: Identify Assets Owned A key component of Asset Management is the initial and ongoing inventory or discovery of what you own. printers. use this step to migrate assets by setting an asset class. In particular. LanDesk. Software: Entitle licenses to users and machines. see User Roles. • • • • • Overview: Opens the Asset Management overview page. Add any necessary information. Step 3: Create Asset Model Categories Create categories of asset models. warehouses. Stock: Manage stockrooms. which enables organizations to proactively scan their network to discover all Windows-based PCs and the software packages installed on those PCs. see User Roles. and view license calculations that define how software is counted in the Software Asset Management application. ServiceNow can support integration to those technologies via web services. which displays graphs and charts for managing assets.
and analyzing unallocated software. New classes can be defined that extend other classes. such as a Requisition Service In each case. and software licenses. setting asset states and substates. the loss of a bank of disk drives may take a database instance down. Configuration Items are a personal issue. consumables. because each customer has a unique environment. Configuration Management Overview Build and maintain the logical service configurations of the infrastructure and application domains that support a service. For example. you may already have many assets identified accurately. Understanding the dependencies and other relationships among your CIs can tell you. Details about the exact physical attributes of a computer may be needed by one customer. A CI may be: • A physical entity. Also. there are attributes about the CI that you want to maintain. These logical service configurations are mapped with the physical configuration / inventory data of the supporting infrastructure and application elements in the respective domains. There are changes that may need to be made and tracked against the CI. It is this relationship data that makes the CMDB a powerful decision support tool. you can tell who or what will be effected during the outage. When you decide to upgrade the processor in a server. ServiceNow therefore provides a mechanism to easily define new classes of Configuration Items and new relationships that may exist between CI's. Step 5: Create Assets Create individual assets. See Creating New Models for details. exactly who and what is effected by the loss of that bank of disk drives. which helps in analyzing trends and reducing problems and incidents. CI's have dependencies and relationship with other CI's. you will be able to determine who is affected by that outage. for example. viewing assets that are in stock. Models are specific versions or various configurations of an asset. When you find out that a router has failed. The computer class itself extends the base CI class. Step 6: Manage Assets Manage assets by counting software licenses. Customer . such as an instance of a database • Conceptual. The configurations are stored in a configuration management database (CMDB) which consists of entities. a CI does not exist on its own. which effects the requisition service that the HR department uses to order equipment for new employees. that are part of your environment. such as a computer or router • A logical entity. They track the physical and logical state of IT service elements and associate incidents to the state of service elements. and there is control you want to have over the CI. but may just represent meaningless data to another. a MacBook Pro 17". For example. such as hardware. to be sure. If you used a discovery tool in Step 1. called Configuration Items (CI).Asset Management 17 Step 4: Create Asset Models Create asset models. See Creating Assets for details. for example. a laptop class exists that extends the computer class.
in the Self Service application. ITIL Problem Management Configuration Management assists Problem Management by: linking the CIs affected by problems to the incident / problem / change management processes. as part of the overall CMDB. ServiceNow provides three options for auto-discovery: 1. Our separate and highly robust Discovery product. This WMI-based discovery is included in the core ServiceNow functionality. 3. and ensuring the CI status is properly maintained.Configuration Management class extensions are automatically part of the ServiceNow environment and blend seamlessly into the integration points for other ITIL processes. ITIL Service Catalog Management With Service Portfolio Management. and exposed to end-users who can then request items from them. Help the Help Desk enables organizations to proactively scan their network to discover all Windows-based PCs and the software packages installed on those PCs. ITIL Change Management Configuration Management assists Change Management by: recording which CIs have been changed and controlling the status of CIs throughout the entire CI lifecycle. 2. . Relationships between CI's can be displayed in a hierarchical fashion. ServiceNow provides a lightweight native discovery tool. Tally NetCensus. Scanned data can be mapped directly into the CMDB. and adding or removing relationship instances is done with a simple double-click of your mouse. at no additional cost. Help the Help Desk. 18 Auto-Discovery The key to any Configuration Management business practice is the initial and on-going inventory or discovery of what you own. For organizations that want to leverage the discovery technologies they already have deployed (SMS. LanDesk etc. For a more detailed description of relationships click here.). ITIL Incident Management Configuration Management assists Incident Management by: providing the Service Desk with immediate information on the CIs affected. ServiceNow can support integration to those technologies via Web Services. and more timely resolution of faults by understanding what CIs have been affected and changed. Business Services in the CMDB can also be managed by the Service Catalog team. Integration The CMDB has relationships with IT service management processes in the following areas. Configuration Management ensures any changes made to CIs are recorded and kept accurate.
Release Management Concepts Release Management consists of the following tables: • Products . a Change Item can be generated (using a custom-built UI Action). • Release Phases . The content of a release is defined by the features (and associated Requests for Change) that it implements.automatically issues approvals to involved parties based on pre-defined conditions. and release tasks extend the Task [task] table. and to a parent release.automatically assigns tasks to users or groups based on pre-defined conditions. budgets. Each planned feature is generated through a variety of means as a task record. so that the cost associated with Configuration Management can be tracked. allowing the implementation and deployment of a release to be handled within the change management process. These tasks can be assigned to appropriate release management team members. phases. who will deal with the task as appropriate until the release has been properly deployed.represent the planned phases that a release will have. design.represent the hardware or software for which releases will be built. and bundled into expense lines. . build. populated with the pertinent information in individual fields.represent the individual changes being made to the product. Release Management Overview Release Management encompasses the planning.represent any of the tasks required to implement a feature of a product Managing the Release Process Because features. scripts such as business rules and scheduled jobs can further increase the automation of the process. composed of individual features. • Releases .Configuration Management 19 Financial Management With the Cost Management Plugin. ServiceNow handles releases using the task record system. In addition.represent a planned release for a product. Release Management can be effectively used to coordinate releases as a vehicle for planning releases. • Assignment Rules . Once a release is finalized. • Release Tasks . which are used to group the tasks required to carry out the release.define and automate multi-step execution processes to standardize how work is performed. A product can be linked with a Business Service in the CMDB to link it with other ITIL processes. all of the task management tools in the platform are available to power their use: • Approval Rules . or cost centers. configuration and testing of hardware and software releases to create a defined set of release components. • Workflows . costs can be associated with configuration items. A feature may be associated with a configuration item or with a change request. • Features .
which can then be added to homepages or automatically generated and distributed. it is possible to generate reports. With the Metric Definition Support. which allows for an accurate review of the history of the problem. The physical store is where the master copies of all software media are stored. The logical store is the index of all software and releases. using information gathered within the platform. The logical store may also be used for the storage of software developed within the organization. highlighting where the physical media can be located. etc. it is possible to define the Key Performance Indicators to monitor within the system. Using this information. approval engines. This tends to be software that has been provided from an external source. More information can be gathered by enabling auditing. With these metrics. . versions. workflow. The DML consists of a physical store and a logical store. With the Database Views Plugin it is possible to join tables for reporting purposes. or scheduling to better suit the release management team's unique environment. it is possible to refine automatic rules such as the assignment rules. Continual Service Improvements to Release Management The release management process can be improved by the service desk. Much of the data is already stored within the incident record.Release Management 20 Software Control Distribution The platform allows the Release Management team to control the distribution of software through the creation of a Definitive Media Library (DML) stored in the CMDB. and the information within the database. Both physically and logically stored software are represented as records on the DML table.
such as loading software or installing hardware. 3. ServiceNow creates a request and attaches the catalog item attached to it. Any existing user group (in User Administration > Groups) can be assigned fulfillment tasks. These groups have the type catalog and are assigned the catalog and itil roles. Navigate to Service Catalog > Catalog Policy > Fulfillment Groups. This can include approving an order based on characteristics such as content and price. and fulfilling requests. 2. using tools similar to those used elsewhere in task administration or workflow. Fill in the Group form as described under creating groups. Defining Fulfillment Processes Each catalog item should be assigned to either a workflow or an execution plan to define the request fulfillment process when that item is ordered. To create a group specifically for order fulfillment: 1. To define the fulfillment process. assigning requests. . This process lets administrators automate requesting approvals. some extended types of catalog item (such as content items) do not use a request fulfillment process. but are otherwise normal groups. administrators need to set up fulfillment groups and the processes those groups use. Note: Fulfillment processes are used when ordering standard catalog items.21 Service Operation Request Fulfillment Management Overview When a user orders a catalog item. however. The processing of this request (request fulfillment) is driven by a fulfillment process that must be defined. Click New. Setting up Fulfillment Groups Fulfillment groups perform the tasks related to fulfilling an order. or any direct action required to complete the order.
These logs include: • • • • • • Transactions Emails Events Imports Warnings Errors The platform also provides a log file browser. and creating the basis of service improvement and reporting. Service catalog workflows can be defined with the graphical workflow editor. as well as allowing a log file download. The ServiceNow platform tracks these events in a number of System Logs. For more information.Request Fulfillment Management 22 Workflows A workflow defines tasks to be performed during request fulfillment. System Logs The platform contains a number of logs in the System Logs applications which can be viewed. and can respond to them in automated ways using specific policies. • Approval rules: define the user or group that can authorize an order. Execution plans have some flexibility available via scripting in terms of plan selection and skipping over tasks. Event Management Overview The goal of Event Management is to detect and analyze events and determine the appropriate process for dealing with the events. reported on. or used as the basis of automated policies (see below). Execution Plans can also be linked to: • Assignment rules: define the user or group to be automatically assigned to perform the tasks that fulfill an order. multi-step process for fulfilling the request. see Defining a Service Catalog Workflow. comparing performance/behavior against Service Level Agreements. rollbacks. . but are not as flexible as workflows. Workflows offer flexibility of task selection. This can include categorizing opened tickets. email notifications. Execution Plans An execution plan defines a number of tasks that must be performed to deliver or execute an item or service. and other more complex activities. For more information. Workflows allow administrators to easily define a complex. approval engines. automating processes. see Using Execution Plans.
. Business rules have two crucial elements: the conditions and the script. Out-of-box. Once the user specifies a type. The possibilities for these policies are many. once the conditions are triggered. If a user attempts to create a generic task. it runs a script which checks the new operational status. perform a script or task. then the script creates a knowledge base article in the News category informing users of an outage of a business critical service. and runs the script. using email to send and receive communication from the system. Email Notifications Email notifications are a crucial communication tool. The business rule is triggered if the conditions are met. some users find that they can go for weeks at a time without visiting their instance in the browser. Business Rules Business rules provide the flexibility to create automated responses to any event. These automated rules include: • • • • • • • • • Task Interceptor Business Rules Email Notifications Inbound Email Actions Scheduled Events Workflow Approval Engines Assignment Rules Service Delegation Each of these rules are customizable in the form of IF/THEN: they search for a set of conditions and. they can be incorporated into any process in a variety of ways. This allows IT staff in any department to focus their energies on solving the real-world problems and less time keeping the system accurate. event management can be automated by defining certain policies to respond to specified conditions. there are hundreds of business rules that power many of the functions within the platform. as distinguished from the system log. keeping users informed of information that concerns them. business rules can be used to automate many processes within the system. they are taken to the form for that type of record. Furthermore. Task Interceptor Most of the ITIL processes in ServiceNow are driven by task records of a particular type. If the new operational status is down. email notifications (see below) use events as their trigger. between email notifications and inbound email actions (see below). In fact. That is the condition. because they are custom-defined by the administrator using condition builders or scripts. By creating a particular type of task. Because of the extreme flexibility of these event rules. users are prevented from creating tickets or tasks without already directing which process will handle them. If that condition is met. one business rule called Post Outage to News is triggered if a business critical business service changes operational status. For instance. the user already defines what process will handle the task created. Clearly. This creates a log of notable events. requiring only a knowledge of the appropriate script.Event Management 23 Event Management Policies Within the ServiceNow platform. Events One use for business rules is to dynamically generate an event in the Event Log. the task interceptor will first ask them what type of task record they'd like to create. In that way.
and once the conditions are triggered. the approval rule requests an approval from the Catalog . and once the user responds. For instance. and what the incident's description is. The inbound email action checks the email for a watermark that associates it with a task. the approval rule Catalog Request Approval >$1000 looks for any catalog requests where approvals have not yet been requested. If the email has a watermark of an existing incident. using both conditions and scripts. and checks for the other conditions. If such a request is created. By responding to email notifications. This can also be used. Users who receive email notifications can respond to the email. such as cleaning temporary files and periodically cleaning certain tables. the workflow will generate the next task based on whether the request was approved or rejected. however. the inbound email action performs its script. Email notifications are triggered by events (see above). The email notification form allows pasting of variables that will call up fields from whatever table is generating the email notification. 24 Inbound Email Actions Inbound email actions are the other half of the communication functionality that Email Notifications provide. the workflow generates an activity. At each step in a workflow. They search for conditions. what priority the incident is. and the standard events within that workflow to be dynamically generated within the workflow. Inbound email actions are similar to business rules. the workflow generates the next activity based on how the last activity was resolved. Approval engines create approval events and connect them to the appropriate approval party. run an approval script. one common workflow activity is an approval. This allows standard ITIL processes to be codified as workflows. For instance. For instance. System Scheduler The system scheduler is another method of automating scripts. This can be useful for automating operational tasks. which will trigger an inbound email action. for any automated task that uses a specific time interval as its condition. There are two options for approval engines: • Approval Rules • Process Guides Approval rules are the simpler of the two. and are specialized versions of business rules. users can interact with the system through their email provider. if an email is sent in with no identifiable markings. the response email will update the new incident according to the inbound email action rules. email notifications require no scripting knowledge. Once the activity has been responded. Users can enable or disable the email notifications for themselves. Approval Engines Approval engines are used both within the workflow and independent of them. Workflow Workflows are defined processes that generate events based on a defined process. allowing automation of certain approval processes. The administrator writes a simple form email that will be sent out every time a certain event occurs. A schedule item in the system scheduler specifies an interval and run time for the script. without using a browser to visit the instance's website. For instance. an email notification generated by an incident can contain in the body information about who opened the incident. and the script itself.Event Management Unlike business rules. The workflow generates the request for an approval. and the price of the request is greater than $1000. the default is to create a new incident. Users can also specify more specific rules regarding which email notifications to receive if the Subscription Based Notifications Plugin is installed. If the conditions are met.
The process guide searches for a set of conditions. Some assignment rules can become very sophisticated. This is used to auto-assign tasks to appropriate parties. These two processes help automate and drive the necessary approval tasks. visit Integration portal. External Events Operational events. it continues to the next process step. it is important to collect as much information about the process as possible. With the Database Views Plugin it is possible to join tables for reporting purposes. see RSS Feed Generator. and once the conditions are approved. Delegations Service Delegation enables a user to delegate assignments. initiates the first step in the approval process. or otherwise indisposed. the process guide sets in motion a series of steps in an approval process. which assigns a task to the user within a group who has the least amount of work already assigned to them. which allows for an accurate review of the history of the problem. RSS Event Notification Events can also be distributed using an RSS feed. approvals. This prevents high-priority incidents from being assigned to off-duty support members. and email notifications for a specific period of time. . To help this process. it is possible to define the Key Performance Indicators to monitor within the system. which can then be added to homepages or automatically generated and distributed. the on-call rotation functionality ensures that the users who are on-call at the time that the event is created are the recipients of the event. This allows users to simply add the RSS feed to an RSS reader for convenience. and automatically changes the catalog request state to Requested. To see which integrations are available and learn how to implement them. and other events generated by event management systems outside of the platform. the event management process can be constantly improved by refining the tools to better match the processes. An incident that has a category of Database can be auto-assigned to the database group. With the Metric Definition Plugin. Continual Service Improvements to Event Management Because of the customized nature of these event management tools. Process guides are the more robust version of the approval engine. and the information within the database. Much of the data is already stored within the incident record. This means that when an event is automatically assigned to a specific group. Making the rules and defined processes more specific can create a more refined automated system. can be integrated into the platform so that information flows between both systems. With these metrics. The Group On-Call Rotation Plugin adds the ability to specify on-call rotations. 25 Assignment Rules Similar to approval rules. it is possible to generate reports. assignment rules are a specialized business rule that searches for conditions and then runs an assignment script. Once that defined process step is complete. and put in place standard procedures for approval events. such as the Assignment Based on Workload Script. it is also important to keep the rules and defined processes up-to-date to match the changes in process. and so on until the process is complete. For information on how to set up the RSS Feed for any list. This prevents events from being directed towards a user who is on vacation.Event Management Request Approvers. More information can be gathered by enabling auditing. As processes change. Whereas the approval rule creates one approval request.
Medium 3 .High 2 .How quickly the service desk should address the incident.High Urgency 1 . and what the next step in the process might be.Low 5 .Low 3 .Low 3 .Low 3 .Planning By default.Medium 2 .High 2 .set as read-only UI policy and create their own business logic. All three are supported by incident forms: • Impact .Low 3 . which allow for easy classification of incidents.High 3 . Out-of-box.The extent to which the incident's resolution can bear delay. Priority is generated from Urgency and Impact according to the following data lookup rules (Berlin release): Impact 1 . This allows the service desk to track how much work has been done. For more information.High Priority 1 .High 4 .Moderate 2 . .Medium 4 . ITIL suggests that priority be made dependent on Impact and Urgency.Moderate 2 . • Urgency .High 1 . administrators can either alter the Priority Lookup Rules or disable the Priority is managed by Data Lookup .Critical 2 . this is true on incident forms.Low 3 . see Categorizing Incidents. Earlier versions do not include any UI policy on the Priority field so users can override the automatically generated priority value by simply changing the value.Low 3 . • Priority .Medium 1 .Medium 2 . the priority field is read-only and must be set by selecting Impact and Urgency values. For instance. Prioritization of Incidents ITIL uses three metrics for determining the order in which incidents are processed. an incident with a category of Database could automatically be assigned to a Database Group that always handles database issues. Versions prior to Berlin Instances on Aspen or earlier versions calculate priority with the calculatePriority business rule.Low 1 .High 1 .Incident Management 27 Categorizing Incidents Incident forms have fields for category and subcategory.Moderate 2 . with a certain assignment rule.The effect on business that an incident has. Another important category for incidents is their Incident State.Medium 3 . To change how priority is calculated. These categories can be used by the system to create automatic assignment rules or notifications.
To aid in the process.SLAs monitor the progress of the incident according to defined rules. there is a Best Practice . The service desk can continue to use the information provided within by the incident form and the CMDB to solve the problem. the service desk can easily generate a problem from the incident. and leave a marker as to its progress. Discovery is available as a separate product. If the incident creates the need for a change in IT's services. CMDB can be populated in two ways: Discovery and Help the Help Desk. the service desk can easily generate a change from the incident. the incident state should be set by the service desk as resolved. After a sufficient period of time has passed.Incident Resolution Workflow Plugin to bring the incident management workflow into better alignment with ITIL v3. The escalators will be stopped and the service desk may review the information within the incident. but Help the Help Desk is available with the standard package. this is largely a human process. which facilitates communication between all of the concerned parties. As time passes. In addition to the out-of-box incident management workflow. . which contains information of hardware and software within a network. Escalation of Incidents The platform has an in-built system of Escalations rules which can ensure that incidents are handled speedily. assuming that the user that opened the incident is satisfied.The inactivity monitors prevent incidents from slipping through the cracks by generating an event (which in turn can create an email notification or trigger a script) when an incident has gone a certain amount of time without being updated. If an incident's cause is understood but cannot be fixed. and the relationships between them. Two escalators are available in the system: • Service Level Agreements . which will be evaluated using the Problem Management process. Work notes can be appended to the incident as the incident is being evaluated. the SLA will dial up the priority of the incident. SLAs can also be used as a performance indicator for the service desk. Resolution and Recovery of Incidents Once the incident is considered Resolved. which will be evaluated using the Change Management process. wherein the service desk looks at the information within the incident and communicates with the user to diagnose the problem in the incident. These work notes and other updates can be communicated to the concerned parties through email notifications. the service desk can consult the configuration management database.Incident Management 28 Initial Diagnosis of Incidents Initial diagnosis of incidents is largely a human process. • Inactivity Monitors . the incident state may be set to closed. Investigation and Diagnosis of Incidents As with the initial diagnosis and investigation.
or inactivity monitors to better suit the service desk's unique environment. but will remain in the system for reference purposes. and a knowledge article will be generated with the information from the incident. This is useful for Knowledge Management. which allows for an accurate review of the history of the problem. Unnecessary incidents can be avoided by encouraging users to consult the knowledge base (Knowledge Management with KCS) before creating an incident. Much of the data is already stored within the incident record. a business rule will be triggered by closing the incident. Using this information. it is possible to generate reports. With the Metric Definition Plugin. More information can be gathered by enabling auditing. Closed incidents can be reopened if the user or service desk believe that it needs to be reopened. service level agreements. and Knowledge-Centered Support. This allows the service desk to gather information about their quality of service directly from the user. With these metrics. reducing the number of repeat incidents by distributing the information related to the incident. With the Database Views Plugin it is possible to join tables for reporting purposes.Incident Management 29 Closure of Incidents Closed incidents will be filtered out of view. it is possible to define the Key Performance Indicators to monitor within the system. . using information gathered within the platform. It is also possible to generate customer satisfaction surveys upon closure of incidents. Incidents which are on the Related Incidents list of a problem can be configured to close automatically when the problem is closed using business rules. which can then be added to homepages or automatically generated and distributed. Continual Service Improvements to Incident Management The incident management process can be improved by the service desk. it is possible to refine automatic rules such as the assignment rules. and the information within the database. If the knowledge flag has been checked.
This can be done manually. tasks are always assigned a handling process. a problem can be generated from an email. This page attempts to detail the out-of-box functionality provided by the platform to manage problems in accordance with the ITIL process. These tasks can be assigned to appropriate problem management team members. The ServiceNow platform supports the Problem Management process with capabilities to record problems. • If a user attempts to create a generic task. using the Edit button. Within the platform. escalate. Once the problem has been properly dealt with. While Incident Management deals with fighting symptoms to incidents. Resolving a problem means fixing the error that will stop these incidents from occurring in the future. This will already be the case if the problem was generated from an incident. • An IT staff member can generate a problem from an incident. Each problem is generated through a variety of means as a task record. Problem Management Process Identifying and Logging Problems A problem can be generated in a number of ways: • An IT staff member can generate one manually using Problem > Create New or by clicking New from the problem record list. This allows the problem management team to quickly refer to the knowledge already generated by the service desk in investigating the incidents. A problem can be associated with a configuration item using CMDB to help the problem management team see the affected item and its relationships to other configuration items. • If an appropriate inbound email action is configured. who will deal with the task as appropriate.Problem Management 30 Problem Management Overview Problem Management helps to identify the cause of an error in the IT infrastructure that is usually reported as occurrences of related incidents. or using an assignment rule. problems are handled using the task record system. Problem Management seeks to remove the causes of incidents permanently from the IT infrastructure. request changes. • A record producer can be created to allow users to log problems in the service catalog. assign to appropriate groups. A problem can be associated with one or more incidents using a related list. the task interceptor will first ask them to specify what sort of task they would like to create. create knowledge from problems. . A problem can be assigned to a user or group. and manage through to resolution and reporting. In this way. populated with the pertinent information in individual fields. the problem task is closed. Problem resolution and elimination of root cause often calls for applying a change to the configuration item in the existing IT environment.
Problem Management 31 Investigating and Updating Problems If the problem management team has a problem model process for dealing with certain problems. Once the problem is associated with a change item. and the information within the database. This automates the process of closing problems that are Pending Change. This is important in the Knowledge-Centered Support process. If inbound email actions are specified. It is possible to create a business rule that will close the problem automatically if the change it is associated with is closed. using information gathered within the platform. which will be then resolved using the change management process. email notifications will be sent to concerned parties. service level agreements. Continual Service Improvements to Problem Management The problem management process can be improved by the service desk. • Inactivity Monitors . automatically creating a list of Known Errors. which reduces repeat incidents and problems. the SLA will dial up the priority of the problem. SLAs can also be used as a performance indicator for the problem management team. or create a news item. Much of the data is already stored within the incident record. change the Problem State to Pending Change. it is possible to define the Key Performance Indicators to monitor within the system.The inactivity monitors prevent incidents from slipping through the cracks by generating an event (which in turn can create an email notification or trigger a script) when a problem has gone a certain amount of time without being updated. which can then be added to homepages or automatically generated and distributed. With the Metric Definition Plugin. If a problem's cause has been determined but there is no permanent fix. the problem can be updated via email. it is possible to request a change. . With the Database Views Plugin it is possible to join tables for reporting purposes. Using this information. More information can be gathered by enabling auditing. With these metrics. they can be codified in the system using workflows. Create Knowledge from Problem can either communicate a workaround.SLAs monitor the progress of the problem according to defined rules. and leave a marker as to its progress. which allows for an accurate review of the history of the problem. As time passes. It is also possible to create a business rule that will automatically close all incidents associated with the problem if the problem is closed. it is possible to generate reports. or inactivity monitors to better suit the problem management team's unique environment. To communicate knowledge related to this problem to users. create a knowledge base article. This allows for standardization and automation of the process. the problem will appear on a related list on the change item's form. The platform has an in-built system of Escalations rules which can ensure that problems are handled speedily. it is possible to refine automatic rules such as the assignment rules. As a problem is updated. Resolving Problems If a problem needs a change in order to be resolved. and in the Knowledge Management process. changing the Problem State to Known Error communicates this fact to the IT staff. Once a change has been requested. Two escalators are available in the system: • Service Level Agreements . This helps reduce the time spent on incidents dealing with the known problem by making known errors easy to find.
• Workflows can be designed to manage and drive a multi-step process. automating the underlying process. Although the ServiceNow platform does not provide a Facilities Management application out-of-box. Assessing and Evaluating Requests Once a facilities request is in place. . If an assignment rule applies. the request will be assigned to the appropriate user or group. Once the request has been fulfilled. the request record is closed. The platform handles the facilities management process using task request records. or with the Graphical Workflow Editor. • If an appropriate inbound email action is configured. Otherwise. available free of charge. Facilities Management Process Raising and Recording Facilities Requests A new facilities request can be generated in a number of ways: • An IT staff member can generate a change by hand through Facilities > Create New or clicking New from the facilities record list. A user creates a request record. is designed to handle this process. the easy-to-install Facilities Management plugin. and a number of processes can usher the request from start to finish. the facilities management team must populate the facilities request with as much information as possible in order to fully assess the request. These can be created manually. The fulfillment process can be automated in the following ways: • Approval Engines can generate and manage approval processes. Email Notifications will keep involved parties informed about updates to the change request. it can be generated from an email. it can be assigned by hand. • A service catalog record producer.Facilities Management 32 Facilities Management ITIL Facilities Management • Facilities Management Overview Facilities Management is a process by which an IT organization can maintain and operate its facilities.
Inventory Management tools. which manages the areas managed by different teams. Territory Management tools. Resource Management tools.Facilities Management 33 Field Services If the Facilities Management team includes field services. which enables the creation of Service Orders. which manages the assignment of Field Service Agents to Service Orders. Included in the plugin are: • • • • • Skills Management tools. . which track the skills that users and groups have at their disposal. which manages parts selection and delivery. Service Order Management tools. the Field Service Management Plugin provides functionality for managing field services.
Davida. Guy. Guy. Neola. Ishrath. Vhearne Configuration Management Source: http://wiki. Joseph. Cheryl.messerschmidt Service Catalog Management Source: http://wiki.servicenow.yedwab.yedwab.razvi. Rachel.yedwab.php?oldid=120495 Contributors: CapaJC. Joseph.servicenow. G. G.messerschmidt. Pat.yedwab.sienko Event Management Source: http://wiki.long.com/index.razvi.yedwab. Vhearne Request Fulfillment Management Source: http://wiki. Rachel. Neola.wood. Sydney.woodbyrne.yedwab.php?oldid=100245 Contributors: Guy. Vhearne Facilities Management Source: http://wiki. Jessi.messerschmidt.com/index.partridge.wood. Jacebenson.com/index.yedwab. Rob. Davida. Guy.servicenow.yedwab. Steve.servicenow. G. Guy. Rob.roberts. Joseph. Swood.servicenow.servicenow.hughes.com/index.servicenow.yedwab.yedwab.yedwab. Guy.wood Change Management Source: http://wiki. Steve. Joseph. Guy.nickell. Joseph. Davida.messerschmidt. G. Swood Availability Management Source: http://wiki.messerschmidt.yedwab.php?oldid=63906 Contributors: CapaJC.yedwab.com/index.messerschmidt.com/index. Steve. Vhearne Release Management Source: http://wiki. Cheryl. Suzannes. Vhearne Knowledge Management Source: http://wiki. Cheryl. Joseph. Joseph. Joseph.hughes.dolan.php?oldid=100238 Contributors: G.messerschmidt.servicenow.servicenow. G. Joseph.yedwab.Casey. Sydney. Guy. Guy.servicenow. Joseph.hughes.phillips.messerschmidt.php?oldid=100231 Contributors: CapaJC.yedwab.dolan.servicenow.php?oldid=138262 Contributors: CapaJC. Suzannes. G. Swood Asset Management Source: http://wiki.com/index. Joseph.yedwab.romero.partridge.Bailey.servicenow.Article Sources and Contributors 34 Article Sources and Contributors ITIL Implementation Guide Source: http://wiki. Swood.hughes. Joseph.messerschmidt. Guy. Davida.php?oldid=100230 Contributors: Guy.yedwab. Joseph.php?oldid=150449 Contributors: David.servicenow. Steve.messerschmidt.com/index.hughes.php?oldid=130241 Contributors: CapaJC.Casey.sienko.messerschmidt. Emily. Cheryl.yedwab.nickell. Emily. G.com/index. G.yedwab. Ishrath.yedwab.messerschmidt.yedwab.php?oldid=100233 Contributors: Dkearney. Swood.servicenow.mitchell.hughes. Cheryl.messerschmidt.schroeder.php?oldid=150147 Contributors: CapaJC.com/index.wood.com/index.sienko .dolan.graves. Guy. Joseph. Christen. G. Vhearne Problem Management Source: http://wiki. Davida.com/index. Nick. Swood Supplier Management Source: http://wiki.dolan.php?oldid=150371 Contributors: David.hughes. Swood Capacity Management Source: http://wiki.hughes.php?oldid=100239 Contributors: Davida. G. Guy.Bailey. Guy. Rachel. Neola. Joseph. Steven.yedwab. Eric. Davida. Suzannes. Joseph.com/index. G.yedwab.yedwab.hughes.yedwab. Pat.messerschmidt. Swood Incident Management Source: http://wiki. Guy.com/index.servicenow.com/index.yedwab.messerschmidt. Suzannes.sienko Service Level Management Source: http://wiki.php?oldid=100778 Contributors: Davida. Mark.yedwab.php?oldid=155457 Contributors: CapaJC. G. Mike.servicenow.php?oldid=154705 Contributors: CapaJC.yedwab. Rachel.dolan.stanger.yedwab. Vaughn. Guy.malcangio. G.messerschmidt.yedwab. Davida.com/index.
gif Source: http://wiki.com/index.Image Sources.php?title=File:Asset_mgmt_application_Calgary.gif License: unknown Contributors: CapaJC Image:asset_mgmt_application_Calgary. Licenses and Contributors 35 Image Sources.servicenow.servicenow. Licenses and Contributors Image:Warning.png Source: http://wiki.png License: unknown Contributors: Suzannes .php?title=File:Warning.com/index.