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Functional and Technical

Specification
Incident Management

Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

Functional/TechnicalSpecification
HUIT_Functional_TechSpec_v11a.docx
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Functional and Technical


Specification
Incident Management

Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

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Functional and Technical


Specification
Incident Management

Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

Table of Contents
Introduction.............................................................................................................................4
FunctionalDesignScope..........................................................................................................4
IncidentManagementApplication...................................................................................................4

ScreenDesign&FieldSpecifications........................................................................................4
ScreenDesign...................................................................................................................................4

StatusDiagram......................................................................................................................14
Notifications..........................................................................................................................15
Confirmationemail(frominboundemail/portal)..........................................................................15
Assignedtoagroupemail..............................................................................................................16
Assignedtoanindividualemail......................................................................................................17
Resolutionemail............................................................................................................................18

SurveyQuestions...................................................................................................................20
Reports..................................................................................................................................21
IncidentManagement....................................................................................................................21
GenericRequests...........................................................................................................................27

IntegrationRequirements......................................................................................................28
EventDrivenIntegrations...............................................................................................................28
BatchLoadedIntegrations.............................................................................................................29
Authentication...............................................................................................................................30

TechnicalDesignRequirements.............................................................................................30
WorkflowConfigurationRequirements..........................................................................................30
EmployeeSelfService(forIncidents&GenericRequests)..............................................................32

Appendix...............................................................................................................................36
Approval................................................................................................................................36

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Functional and Technical


Specification
Incident Management

Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

Introduction
ThisFunctionalandTechnicalSpecificationhasbeenpreparedforServiceNowtofacilitatethedesign
andimplementationoftheServiceNowITSMapplicationsuiteforHUIT.

FunctionalDesignScope
TheinitialdesignoftheHUITIncidentManagementprocesswillincludeanybreak/fixissuesassociated
withcustomersofteamsthatarealreadyusingHUITRemedy,includingsomedepartmentalteamssuch
asCampusServices,LibraryServicesandtheDivinitySchool.
Additionally,theinitialimplementationofIncidentManagementmustincorporateagenericrequest
process,whichwillincrementallyaddspecificstandardservicerequestmodelsovertimeaftertheJune
golivedate..
BothIncidentsandRequestswillbecomingthroughphone,email,aselfserviceportalandwalkinsto
theServiceDesk.
ItisimportanttounderstandthattheinitialreleaseofIncidentManagementisintendedtoestablisha
standardIncidentManagementprocessbyJune2013,andthatfutureimprovementcycleswillupdate
capabilities(otherprocessand/orapplicationintegration)overtime.Theinitialdeployment(June
2013)ofServiceNowisPhase1andintendedtobegintoestablishastandardIncidentManagement
processacrossHUIT.Somefeaturesoftheapplication(suchastaskrecordsforIncidentManagement)
willbeprovidedafterastandardprocesshasbeenachieved.

IncidentManagementApplication
HUITsIncidentManagementprocessisdescribedintheIncidentManagementProcessDescription.The
HUITapplicationforIncidentManagementisServiceNow.InformationabouttheServiceNow
applicationcanbefoundontheServiceNowWikisite:
http://wiki.servicenow.com/index.php?title=Main_Page

ScreenDesign&FieldSpecifications
ScreenDesign
Overview(Home)Pages
Thefollowinghomepageswereidentifiedwiththecontentdesiredforeach:

TechnicalResources&Analysts(Tier1&2)(includingtheServiceDesk)
o MyWork
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Functional and Technical


Specification
Incident Management

StuffIneedtopickup(Unassignedtomygroup)

o
o
o

TicketsbyGroup
Breachedticketsbygroup
MajorIncidents/HighPrioritybygroup

Management

Header
Welcome: [ROLE NAME]

Naviga on

Content Block

Content Block

BreachedTicketsbyGroup

Content Block

MajorIncidents/HighPriority
byGroup

Content Block

Content Block
Content Block

TicketsbyGroup

Footer

ServiceOwner

o NumberofIncidentsbyservice
o Numberofincidentsbyprioritybyservice
TheServiceOwnermayalsobeaManager;theywouldneedtochoosewhichHomePagethey
wouldliketouse.

AssignmentGroupManager
o Whateachpersonisdoing
o Whatisinmyqueue
o Mygroupsoldesttickets
o Breachedserviceleveltargets

Figure1illustratestheHUITstyleguideline.Area1isfornavigation(levels24),area2isforthemain
contentandarea3isforinformationsnippetssuchasnews,ticketsummarycounts,etc.

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Functional and Technical


Specification
Incident Management

Header
Welcome: [ROLE NAME]

Naviga on

Content Block

Content Block

Content Block

Area1

Content Block

Content Block
Content Block

Area2

Area3

Footer

Figure1StyleGuideline

TheHUITbrandingguidelinesarelocatedhere:
http://isites.harvard.edu/fs/docs/icb.topic937886.files///HUIT%20Guidelines%2072511.pdf

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Incident Management

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RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

Servicedeskrep(FirstLine)
Figure2illustratesthehomepagefor1stTiersupport,includingtheServiceDesk.NOTE:Individualsmay
settheirhomepagetoaprimaryIncidentorRequestscreenaswell(i.e.,CreateNewIncident,Assigned
toMe,etc.)

Welcome: [ROLE NAME]

Contact
SelfService

My Work

News

Service Desk
u
Incident

ITIL Summary
Counts

Problem
Change

Reports

Config ra on

My Groups Work

Service Catalog

Cri cal Items


Overdue Items
Items Opened >
1 Week

Reports
BSM Map
Social IT

Open Items by
Escala on Graph

Figure21stTier&ServiceDeskHomePage

Area1NavigationContentBlock
FieldName
Description
IncidentManagement DropdowntonavigatetoIncidentscreens
CreateNew
Assignedtome
MyGroupsWork
Open
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Incident Management

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Author:JohnWorthington

OpenUnassigned
Resolved
Closed
All
MyWork
Reports

DropdowntonavigatetoReportsscreens
View/Run
ScheduledReports
ITILKPIReports
SummarySets

Table11stTier&ServiceDeskHomePageFields

Hidden:Problem,Change,Configuration,ServiceCatalog,BSMMap,SocialIT
Area2(MainContent)
Themainblockwillcontaintwocontentblocksasdescribedbelow.
MyWork/MyGroupsWorkAlistblockwiththefieldsdescribedbelow;generatesalistoflinks
dynamicallybyqueryingatablethatprovidesalltheworkassociatedwiththeindividual/group.When
theuserclicksalink,theassociatedcontentrendersinadetailpagebasedonitscontenttype.
Eachlineinthelisthasacheckboxforselectingmultiplerows,andaninformationbuttonthatwillpop
uptheIncidentcontentboxforthelineitem.

FieldName

Description

IncidentNumber
ShortDescription

Autogeneratednumber.CanmasktoNumber
Text
NameofpersoninitiatingtheIncident;maskedasCaller

Contact

Table21stTier7ServiceDeskHomePageListBlockDataFields

Area3InformationSnippets
Thesnippetsblockwillcontainthreecontentblocksasdescribedbelow.
OpenItemsbyEscalationGraph(Contentderivedfromthesystem)
NewsThisdisplayslivefeedsandnewsaboutoutages,etc.(Contentderivedfromthesystem)
ITILSummaryCountsThisprovidesrealtimecountersfor:CriticalItems(Openitemsthathavea
priorityofHighand/orMajorIncident),OverdueItems(Openitemsthathaveattainedanoverdue
escalationvalue)andItemsopenedforgreaterthan10businessdays(Itemsthathavestayedopenfor
longerthana10businessdays).

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Functional and Technical


Specification
Incident Management

IncidentScreen(maincontentarea)
TheIncidentscreencontainsthefollowingcontentblocks:

Incident
Notes
Worknotes
Closureinformation
Relatedrecords
Submit/Resolve

Figure6illustratesthemaincontentblocksandrelatedfieldsfortheIncidentblock.

AdditionalFields:
Incident/RequestIncidentsbySameContact
Symptom/OperationIncidentsbySameCategory
Related Incidents
Figure3IncidentContentBlock

IncidentBlockFIELDS
FieldName
Description
IncidentNumber
Autogeneratednumber.Defaultmaskis
Number
ShortDescription
Text
IncidentManagement DropdowntonavigatetoIncidentscreens
Contact
Includesalltheusercontactinformation

ConfigurationItem
Incident/Request

ServiceCategory

(includingHUID).Autofilledtotheextent
possible.Alsostorealternatecontactinfo.
RenamedfromCaller.
Optionalfield.Lightweightwaytohandle
HUITRemedyProductfields
Dropdowntoselecttypeofticket (defaultis
Incident)IfRequest,transfertoRequest
screen.
SeparatelineontheIncidentform. Renamed
fromCategory.

Type
String

Required
Open
Close
Y
Y

Text
Reference
Reference

Y
Y
Y

Y
Y
Y

Reference

Reference

Reference

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Functional and Technical


Specification
Incident Management

Service

Impact

Dropdown/search,optionsdependonthe
Reference
servicecategoryselected.Separatelineonthe
Incidentform.Renamedfromsubcategory.
Dropdown,optionsdependonwhetheritis
Reference
anincident/request.Separatelineonthe
Incidentform.Ifthereisadefaultescalation
groupassociatedwiththeServiceorSymptom,
itshouldautopopulatethefiledontheform.
Dropdown,defaultto4 Individual
Reference

Urgency

Dropdown,defaultto2 Workdegraded

Symptom/Operation

Priority

Openedby
ContactType

State

AssignmentGroup
AssignedTo
RelatedIncidents
Incidentsbysame
contact
Incidentsbysame
category

Y
Y
Y

Y
Y
Y

Reference

Reference

Reference
(Calculatedfromimpactandurgency seethe Reference
PriorityMatrixinProcessDescription);ifVIP,
raisePrioritybyafactorof1.
Autofilledbasedonloginprofileofperson
enteringtheticket
Dropdownchoices:
Phone
Email
Portal
DirectEntry(walkin)

Dropdownchoices:
Newjustreceived,nottouched
Unassignedhasgroup,bynoindividual
Assignedhasagroup,hasanindividual
Onhold(seepolicy)
Resolvedonlythepersonassignedcan
resolvetheIncident
ClosedverifiedORautomaticallyclosesafter
5days
Cancelledfromanystatus

Ifnotresolvedbyfirstlinegroup,thedefaultis
basedoncategory/service/symptom
NameofindividualthattheIncidentis

assignedto
Relatedincidentsarenotkeptinsync.Should
beabletoselectclosedincidents.
ListfieldofIncidentsbysamecontact

ListfieldofIncidentsbysamecategory

Table3IncidentBlockFields

ScreenIconsandControls:
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Functional and Technical


Specification
Incident Management

Upperleft(greenarrow)buttonnamedIncident
o Adropdownfieldwiththefollowingchoices;(Problem,Request,Change;thesefields
willbehidden)

UpperLeftIncidentControlDropDownSelectLists

Incident

Comments

Incident/Export Incident/Assign
Label
Save
PDF(portrait)
CreateChange PDF(Landscape) New
CreateProblem
CreateRequest
CopyURL

OpensNewLabelpopup
window,Pleaseenternamefor
thenewlabel

Table4FieldsIncidentControlDropDownFields

Figure7illustratestheNotescontentblock

Figure4Notescontentblock

NotesBlockFIELDS
FieldName

Required
Open
Close

Description

Type

CustomerWatchList

Multiplepeoplethatareautomatically
informedofactivityontheticket;defaultfield
maskisWatchList

Icon

ITWatchList

Multiplepeoplethatareautomatically
informedofworknotesassociatedwiththe
ticket;defaultfieldmaskisWorknoteslist

Icon

CommentsforCustomer

Multilinetextbox.Aninprogressmessageis
enteredintothisfield.Emailsgotocontact
andindividualsonthecustomerwatchlist.
DefaultfieldmaskisAdditionalcomments

Text

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Functional and Technical


Specification
Incident Management

(Customervisible)
Table5NotesBlockFields

Figure8illustratestheWorknotesBlock

ADD:SensitiveNotesField

Figure5Worknotes

WorknotesBlockFIELDS
FieldName
Description

Type

Required
Open
Close

WorkNotes

Multilinetextbox.EmailsgotoITwatchlist.

Text

SensitiveNotes

Removed

Text

FirstLineknowledge
sharingopportunity

Checkbox

Checkbox

FirstLineopportunity
notes

Multilinetext

Text

Type

Required
Open
Close
N
N

Table6WorknotesBlockFields

Figure9illustratestheClosureinformationBlock

Figure6Closureinformation

ClosureinformationBlockFIELDS
FieldName
Description
Knowledge
FIELDWILLBEHIDDEN
Closedby
CloseCode
Closenotes
Closed

Autofillbasedonloginofpersonclosingthe
ticket.
FIELDWILLBEHIDDEN

Autofillbasedonclosureorifstatushasbeen

Checkbox
Reference
Reference
Text
Date

N
N
N

Y
N
Y

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Functional and Technical


Specification
Incident Management

Resolvedformorethan5businessdays
Table7ClosureinformationBlockFields

Figure10illustratestheRelatedRecordsBlock(hidden)

Figure7RelatedRecords(Hidden)

FieldName
Problem
ChangeRequest
CausedbyChange

Description
Hidden
Hidden
Hidden

Table8RelatedRecordsBlock(hidden)

Figure11illustratetheSubmit/ResolveIncidentBlock

Figure8Submit/ResolveIncident

Submit/ResolveIncidentBlockFIELDS
FieldName
Description
Submit
Buttontorecorddataonform
ResolveIncident
Buttonrequiredtochangestateto
Resolved

Type

Required
Open
Close
Y
Y
N
N

Table9Submit/ResolveIncidentBlockFields

OtherFunctionality:
Wewouldtoseeoneofthefollowingfunctionalities:
1. ASavebuttonthatupdatesthecurrentformbutkeepstheuseronthecurrentform
view.ThedefaultUpdatebuttonwouldbehiddenorremoved.
2. Ifitdoesnotbreakfunctionalityinotherforms,theUpdatebuttoncouldberenamed
Save&Returntosavetheupdatetotheformandreturntheusertotheirdefault
view,andaSavebuttonaddedtosavetheupdatetotheformbutkeeptheuseron
thecurrentform.

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Specification
Incident Management

Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

StatusDiagram
New
Status automatically set to
Unassigned when the
Assignment Group is changed.
Note: for phone or walk-ins, the
status remains at New when
the Assignment Group is
completed for the first time.

Open Statuses

Unassigned
Status automatically
set to Unassigned
and Assigned To
field is blanked when
the user clicks the
link in the Resolved
Notification email
indicating Incident is
not resolved.

On Hold Statuses
(SLO clock is stopped)

Status automatically set


to Assigned when
user updates replies in
Portal or via Email.

Status automatically set to


Assigned when the
Assignment To field is
changed.

On-Hold
Waiting for User

On-Hold
Waiting for Approval

Assigned
Status can only be changed
to Resolved if all tasks are
Closed .

On-Hold
Waiting for Vendor

Resolved

After5BusinessDays

Status automatically
set to Closed after
24 business hours.

Closed

Cancelled

Figure9StatusDiagram

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Incident Management

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Notifications
TriggersforCustomeremails:

Openticket
Entryincustomernotesfield(needexample)
Resolution

Thesystemwillhavethecapabilitytoopen/closeaticketwithoutsendingacustomere
mail/notification.

Confirmationemail(frominboundemail/portal)

Your support request has been received and Case ID [Incident Number], has
been created
Dear[RequestorName],
ThankyouforcontactingHarvardUniversityInformationTechnology.Yourrequestforassistancehas
beenreceivedandtheCaseIDislistedbelowintheeventyouneedtomakereferencetoitinfuture
communication.
CaseID:[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)
Summary:[ShortDescription]
PleaseretainyourCaseIDforreferencepurposes.
Ifyouhaveaquestionaboutyoursupportrequest,orwouldliketoprovidemoreinformation,please
contactHUITSupportServicesat6174957777.ForanUrgentissue,calltheServiceDeskwhen
resourcesareavailabletograntaccessand/orassistindiagnosisandtroubleshooting.
Sincerely,
HarvardUniversityInformationTechnology

HUITSupportServices
CentralAdministrationSupport(617)4958411
FASSupport(617)4959000
HUITSupport(617)4957777
ithelp@harvard.edu
http://huit.harvard.edu

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Incident Management

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Figure10CurrentConfirmationemail

Assignedtoagroupemail

From:HUITSupportCenter<ithelp@harvard.edu>
Subject:Incident[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeen
assignedtoyourgroup'[AssignmentGroup]'Priority:[Priority]Summary:[ShortDescription]
Date:January29,20132:46:01PMEST
To:"[AssignedTo]"<[AssignedToemail?]>
ReplyTo:HUITSupportCenter<ithelp@harvard.edu>

[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeenassignedtoyourgroup
[AssignmentGroup].
ServiceType:[Incident/Request]
Priority:[Priority]
Summary:[ShortDescription]

Name:[AssignedTo]
Location:[AssignedtoLocation?]

[LINK?]
https://remedy.fas.harvard.edu/arsys/forms/fasitrem
ars.fas.harvard.edu/HPD%3AHelp+Desk/?qual='Case%20ID*%2B'%3D%22INC000000556194%22
(Example)

Notes:[CommentsFROMUser?]
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Incident Management

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Assignedtoanindividualemail

From:HUITSupportCenter<ithelp@harvard.edu>
Subject:Incident[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeen
assignedtoYOU.Priority:[Priority].Summary:[ShortDescription]
Date:January29,20132:46:01PMEST
To:"[AssignedTo]"<[AssignedToemail?]>
ReplyTo:HUITSupportCenter<ithelp@harvard.edu>

[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeenassignedtoyou.
ServiceType:[Incident/Request]
Priority:[Priority]
Summary:[ShortDescription]

Name:[AssignedTo]
Location:[Location?]
[LINK?]
https://remedy.fas.harvard.edu/arsys/forms/fasitrem
ars.fas.harvard.edu/HPD%3AHelp+Desk/?qual='Case%20ID*%2B'%3D%22INC000000556194%22
(Example)

Notes:[CommentsFROMUser?]

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Incident Management

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Resolutionemail

Your support request, [Incident Number], has been resolved


Dear[RequestorName],
Yoursupportrequest,[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeen
resolved,summarizedas[ShortDescription].
Thetechnicianaddedthefollowingmessageatresolution:[CloseNotes]
Westrivetoprovideexcellentcustomerservicetoallofourclients.Ifyoufeelyourissuehasnotbeen
resolved,oryouhavereceivedthismessageinerror,pleasecontactusforassistanceviaemailat
ithelp@harvard.eduorbyphoneat6174957777.
Sincerely,
HarvardUniversityInformationTechnology

HUITSupportServices
CentralAdministrationSupport(617)4958411
FASSupport(617)4959000
HUITSupport(617)4957777
ithelp@harvard.edu
http://huit.harvard.edu

Wasthishelpful?

SurveyLink: https://remedy.fas.harvard.edu/arsys/shared/FollowupSurvey.jsp

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Incident Management

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Figure11CurrentResolutionemail

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Incident Management

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SurveyQuestions
SurveyLink:

https://remedy.fas.harvard.edu/arsys/shared/FollowupSurvey.jsp

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Incident Management

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Reports
TheCriticalSuccessFactors(CSF)andKeyPerformanceIndicatorsoutlinedintheProcessDescription
shoulddrivestandardreportingfortheprocessatthistimeandarelistedbelow.

IncidentManagement
ReportTitle: AverageResolutionTime
MeantimetoachieveIncidentresolutionorcircumvention,brokendownbyimpactcode

Service

1University
Wide

2Multiple
Groups

Ave.resolution
time

Ave.resolution
time

Ave.resolution
time

Ave.resolution
time

ServiceB Ave.resolution
time

Ave.resolution
time

Ave.resolution
time

Ave.resolution
time

TotalAllServices Ave.resolution
time

Ave.resolution
time

Ave.resolution
time

Ave.resolution
time

ServiceA

3SingleGroup

4Individual

ReportTitle: FirstCallClosureReport
PercentageofIncidentsclosedbytheServiceDeskwithoutreferencetootherlevelsofsupport(often
referredtoasfirstpointofcontact)
ServiceName

TotalAllServices

TotalIncidents

PercentofTotalClosedonFirst
Call

ServiceA TotalIncidentsperperiod

%oftotalIncidentsperperiod
closedonfirstcall

ServiceB TotalIncidentsperperiod

%oftotalIncidentsperperiod
closedonfirstcall

TotalIncidentsperperiod

%oftotalIncidentsperperiod
closedonfirstcall

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Incident Management

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ReportTitle: IncidentVolume
TotalnumbersofIncidents(asacontrolmeasure)
ReportTitle: IncidentBacklog
SizeofcurrentIncidentbacklogforeachITService

ChangetoService

Figure12IncidentBacklog(NumberofIncidentsbyService)

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Incident Management

ReportTitle: MajorIncidents
NumberandpercentageofMajorIncidentsforeachITService
ServiceName

TotalAllServices

TotalIncidents

PercentofTotalClosedonFirst
Call

ServiceA TotalMajorIncidentsperperiod

%oftotalMajorIncidentsper
periodclosedonfirstcall

ServiceB TotalMajorIncidentsperperiod

%oftotalMajorIncidentsper
periodclosedonfirstcall

TotalMajorIncidentsperperiod

%oftotalMajorIncidentsper
periodclosedonfirstcall

ReportTitle: CustomerSatisfaction
Averageuser/customersurveyscore(totalandbyquestioncategory)
<mockupofcurrentHUITreport>(ShouldweputsamplereportsintheAppendixoralink)

ReportTitle: SurveyResponseRate
Percentageofsatisfactionsurveysansweredversustotalnumberofsatisfactionsurveyssent
Students
Faculty
Staff

#surveyssent #surveysanswered
#surveyssent #surveysanswered
#surveyssent #surveysanswered

ResponseRate%
ResponseRate%
ResponseRate%

ReportTitle: IncidentTargets
PercentageofIncidentsassignedwithinagreedtime(Incidentresponsetimetargetsmaybespecifiedin
SLAs,forexample,byimpactandurgencycodes)
ProductionIncidents
Priority

1MajorIncidents

TotalIncidents

TotalIncidents

#Incidents&%of
Incidentsmeeting
assignmenttarget
#Incidents&%of

#Incidents&%of
Incidentsmeeting
resolutiontarget
#Incidents&%of
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Incident Management

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Incidentsmeeting
assignmenttarget

Incidentsmeeting
resolutiontarget

TotalIncidents

#Incidents&%of
Incidentsmeeting
assignmenttarget

#Incidents&%of
Incidentsmeeting
resolutiontarget

TotalIncidents

#Incidents&%of
Incidentsmeeting
assignmenttarget

#Incidents&%of
Incidentsmeeting
resolutiontarget

TotalIncidents

#Incidents&%of
Incidentsmeeting
assignmenttarget

#Incidents&%of
Incidentsmeeting
resolutiontarget

TotalIncidents

#Incidents&%of
Incidentsmeeting
assignmenttarget

#Incidents&%of
Incidentsmeeting
resolutiontarget

TotalIncidents

#Incidents&%of
Incidentsmeeting
assignmenttarget

#Incidents&%of
Incidentsmeeting
resolutiontarget

2High

TotalIncidents

#Incidents&%of
Incidentsmeeting
assignmenttarget

#Incidents&%of
Incidentsmeeting
resolutiontarget

3Moderate

TotalIncidents

#Incidents&%of
Incidentsmeeting
assignmenttarget

#Incidents&%of
Incidentsmeeting
resolutiontarget

4Normal

TotalIncidents

#Incidents&%of
Incidentsmeeting
assignmenttarget

#Incidents&%of
Incidentsmeeting
resolutiontarget

2High

3Moderate

4Normal

DesktopIncidents

Priority

1MajorIncidents

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Incident Management

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ReportTitle: AssignmentAccuracy
NumberandpercentageofIncidentsincorrectlyassigned(reassignedatleast3times)

ChangetoService

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Incident Management

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ReportTitle: CategorizationAccuracy
NumberandpercentageofIncidentsincorrectlycategorized

ChangetoService

ReportTitle: ServiceDeskWorkload
NumberandpercentageofIncidentsprocessedperServiceDeskagent
Agent

TotalIncidentsinperiod

%oftotalIncidentsinperiod

Incidentbacklogfilteredby[AssignmentGroup]

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Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

Functional and Technical


Specification
Incident Management

GenericRequests

ReportTitle:
RequestHandlingTime
Themeanelapsedtimeforhandlingeachtypeofservicerequest
GenericRequests

RequestType

AveragetimetoFulfill

RequestType

Urgent
High
Medium
Normal

Urgent
High
Medium
Normal

DesktopRequests
AveragetimetoFulfill

ReportTitle:
RequestTargets
Thenumberandpercentageofservicerequestscompletedwithinagreedtargettimes
Generic
RequestType
Urgent
High
Medium
Normal

Desktop
RequestType
Urgent
High
Medium
Normal

TotalNumberofRequests

NumberwithinTarget %withinTarget

TotalNumberofRequests

NumberwithinTarget %withinTarget

ReportTitle:
ServiceDeskFulfillment
PercentageofservicerequestsclosedbytheServiceDeskwithoutreferencetootherlevelsofsupport
(oftenreferredtoasfirstpointofcontact)
TotalRequests

TotalRequestsAssignedtoServiceDesk

ReportTitle:

RequestVolume

(filterw/oescalation)

Totalnumberofrequests(asacontrolnumber)

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Functional and Technical


Specification
Incident Management

ReportTitle:

Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

RequestUserSatisfaction

Levelofusersatisfactionwiththehandlingofservicerequests(asmeasuredinsomeformofsatisfaction
survey)

ReportTitle:

RequestBacklog

Thesizeofthecurrentbacklogofoutstandingservicerequests

AssignmentGroup

OpenRequests

Daily

Weekly

Monthly

IntegrationRequirements

EventDrivenIntegrations
InboundEmail
(Foroutboundemail/notificationseethesection,Notifications)
Fromusers
Create/UpdateIncident
Students,FacultyandStaffwillneedtobeabletoopenIncidentsandGenericRequestsviaEmail.The
systemmustassociatetheemailaddresswithaspecificqueue(assignmentGroup)oragenericqueue
fortheServiceDesk.
Thesystemwillneedtobeabletoopenaticketwithoutacontact,andpreferablywillbeabletocheck
uponsubmissiononknownemailaddressesandaffiliates(e.g.,gmailaddress).Theintegrationwill
needtobecapableofresolvingtomultiplealternateemailaddresses.
TheServiceDeskortheAssignmentGroupwillassignthetickettoaspecificindividual.
Students,FacultyandStaffwillneedtobeabletoupdateIncidentsandGenericRequestsviaEmailby
replyingtotheconfirmationemail.Thesystemshouldaddtheusercommentstotheexistingticket.
Thesystemwillprovideamechanismtopreventemaillooping(i.e.,theContactreplieswithathank
youresponse).

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Functional and Technical


Specification
Incident Management

Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

Fromeventmanagement
Create/UpdateIncident
Automatedsystemssuchasmonitoringtoolsshouldbeabletoopenticketsviaemailinasimilar
mannerasabove.Thedatamappingbetweenthetroubleticketingsystemandthemonitoringtoolmust
haveapredefinedinterfacespecification,typicallywiththefollowingdata:

Tagatbeginningandendofmessagetoindicateasinglealarm
Alarmpriority
Componenttype
ComponentName
ProblemDescription

ThetroubleticketingsystemshouldgenerateanIncidentthatcorrespondstotheinformationsentby
email,recordandmaintainalarmIDandIncidentIDmappingsothatwhenthestatusofanexisting
alarmchangesthecorrespondingIncidentIDisautomaticallyupdatedwiththechange.
Thesystemwillprovideamechanismtopreventemaillooping(i.e.,thesystemwillrecognizemultiple
Incidentsfromthesamesourcewithinagiveninterval).

BatchLoadedIntegrations

Contactinformation
Faculty&Staff
Students
FieldName

HUID
FirstName
LastName
Title
VIPStatus/Special
Handling
SchoolCode
EmployeeStatus
StudentStatus
LastUpdate
Photo

Description

Required?
X

Active,Terminated,LeavewithPay,etc.
Undergrad,Grad,Alumni,etc.
Lastdateprofilewasupdated

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Functional and Technical


Specification
Incident Management

Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

Primaryemail
Email2
Email3
Email4
Email5
WorkPhone
Ext
MobilePhone
HomePhone
LabPhone
OtherPhone
DepartmentNo.
DepartmentName
PrimaryLocationAddress
PrimaryRoomNo.
AlternateContactName
AlternateContactPhone
AlternateContactEmail

Work
Personal
Alt1
Alt2
Alt3
Insteadof'primary','secondary'canweidentifyas
'work','mobile','home','lab',etc.?

Table10CustomerRecordDataFields

Authentication
SingleSignon
HUITwillimplementthetoolinJuneusingatoolspecificusernameandpasswordcombination.Thisis
thesameauthenticationmechanisminusewithRemedytoday.
OncetheHarvardSAML2.0infrastructureisinproduction,ourintentistomigratetoSAML2.0andthe
HUID/PINauthentication.

TechnicalDesignRequirements

WorkflowConfigurationRequirements

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Functional and Technical


Specification
Incident Management

Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

SecurityIncidents
1. Ticketswillbeviewablebygroup;i.e.,ifitissecurityrelateditwillonlybevisibletothesecurity
group
2. TherewillbeaflagcheckboxtomarkanIncidentashighsecurity,whichwouldrestrictvisibility
ofthetickettoapredefinedlist
3. Additionalindividualsorgroupsmaybeaddedbyuserswithappropriateprivileges,usinga
watchlistfeaturetailoredtosecurityrequirements

TheJunereleasehasnotidentifiedspecificworkflowrequirements.However,thesystemwillprovide
forthecreationanduseofIncidentModelswhendefined.

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Functional and Technical


Specification
Incident Management

Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

Thefollowinginformationisspecifictofunctionalitythatwillbeavailableafter
theJunerelease.

EmployeeSelfService(forIncidents&GenericRequests)
TheServiceNowapplicationprovidesaSelfHelpapplicationthatisintegratedintotheIncident
Managementapplicationaswellasotherapplications.AftertheinitialreleaseofIncidentManagement,
theuseofSelfServicewillbelimitedto:

Reporting/ViewingIncidents
RecordingGenericRequests
Changingprofileinformationandpasswords

Area1NavigationContentBlock
FieldName
Description
SelfService
DropdowntonavigatetoSelfServicescreens
Homepage
ServiceCatalog
Knowledge
HelptheHelpDesk
Incidents
WatchedIncidents
MyRequests
RequestedItems
WatchedRequestedItems
MyProfile
TakeSurvey
Table11SelfServiceHomePageFields

Hidden:Problem,Change,Configuration,ServiceCatalog,BSMMap,SocialIT

SelfServicePortal
Figure5illustratesthehomepagefortheSelfServicePortal.

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Functional and Technical


Specification
Incident Management

Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

Welcome: [ROLE NAME]

SelfService

Search

News

Quick Links

FAQ

Figure13SelfServicePortal

Area1NavigationContentBlock
Linksto:Homepage,HelptheHelpDesk,Incidents,WatchedIncidents,
Hidden:ServiceCatalog,Knowledge,MyRequests,RequestedItems,WatchedRequestedItems
Area2MainContentBlock
FieldName
Description
Autogeneratednumber.CanmasktoNumber
Incidentnumber
ShortDescription
Text
Contact
Nameofcontact
Table12SelfServicePortalFields

Page33

Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

Functional and Technical


Specification
Incident Management

Area3InformationSnippets

IncidentTask(GenericRequest)Screen(maincontentarea)
TheIncidentTask(GenericRequest)screencontainsthefollowingcontentblocks:

IncidentTask

Figure12illustratestheIncidentTask(GenericRequest)contentblock

Figure14Request

IncidentTaskBlockFIELDS
FieldName
Description
TaskNumber
Autogeneratednumber.Defaultmaskis
Number
ShortDescription
Text
RequestedItem
NotUsed
DueDate
Thedatetheuserwouldliketherequest
fulfilled
Approval
Notused
State
Notused
Parent
DisplaystheIncidentnumberoftheticket
thetaskrelatesto;autofilledbythe
system
Requestedfor
Nameofpersonthatwantstherequest

Type
String

Required
Open
Close
Y
Y

Text

Date

Reference
Reference

Y
N

Y
N

Text

Y
Page34

Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

Functional and Technical


Specification
Incident Management

fulfilled
AssignmentGroup
AssignedTo
ITWatchList

Additionalcomments

Ifnotresolvedbyfirstlinegroup,thedefaultis
basedoncategory/service/symptom
NameofindividualthattheIncidentis
assignedto
Multiplepeoplethatareautomatically
informedofworknotesassociatedwiththe
ticket;defaultfieldmaskisWorknoteslist
Textboxforaddingadditionalinstructionsas
required

Icon

Text

Table13IncidentTaskBlockFields

PortalScreen(s)(enduserrole)
ThefollowingscreensarerelevanttotheSelfServiceportalforendusers.

CatalogItemCreateaNewIncident

Figure16illustratestheCreateaNewIncidentscreen

Figure15CreateaNewIncident

CreateaNewIncident(SelfService)BlockFIELDS
FieldName
Description

Type

Required
Open
Close

Requestor

Reference

Nameofpersonrequestingservice;(hasa
lookupbutton);fieldmaskisOpenon

Page35

Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

Functional and Technical


Specification
Incident Management

behalfofthisuser
Previousincident?

Dropdownchoice;YesorNo;willhave
helpertextexplainingwhatthismeans

Dropdown Y

Shortdescription

Textfield

Text

Impact

Adropdownchoice;1)Universitywide,
2)MultipleGroups,3)SingleGroup,4)
Individual

Dropdown Y

Pleasedescribeyour
issuebelow

Extendedtextfieldfordetailsofincident

Text

Table14CreateNewIncident(SelfService)BlockFields

Appendix
Approval

Name,Title

Decision

Date

DecisioncanbeApproved,Denied,orNeedmoreInformation.

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