ServiceNow Training

Culture, Process, Features, Incident, & Problem

Training Overview

• The purpose of this training is to educate you on

– Customer Focused Culture
– Why ServiceNow?
– Who will use ServiceNow?
– Process changes
– Tool changes

• Multiple Training opportunities are available

– ServiceNow Foundations Course (modules 1-5) teaches tool basics
– ServiceNow Wiki (on-line Dynamic Documentation)
– Live training sessions are focused on introducing you to how FIS uses the tool
– Q&A sessions available once you’ve begun using the tool

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IT Service Management
Core Values
Customer
We understand and
recognize that our primary
objective is to service our
customers; therefore, we
must continually look to re-
engineer our processes,
reduce costs, provide
greater levels of service
and improve technology to
meet or exceed customer
expectations.
We must consistently review and assess our people, processes and technology; make improvements when necessary to
ensure we continue to add value to our customers; exceed current levels of service.
Service
Service is what we
provide and all that we
have to offer. To our
customers, service is
providing high levels of
availability; it is being
responsive, reliable, and
committed. We must be all
of those things.
Continuous Improvement
Delivery
Saying what we will and
can do has no value
unless we can consistently
back up what we convey
to customers. Our goals
will be Specific;
Measurable, Achievable,
Relevant and Time
Bound (SMART). We will
be judged based on our
performance, not our
promises. We simply,
must deliver!
Partnership
In order to achieve our
combined objectives, GSS, FIS
internal support teams and its
customers must maintain a
common interest in enabling
our infrastructure
environments to be highly
available and positioned to
meet current and future
business needs..
Collaboration
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People, Infrastructure & Service Managment
How we support and enhance our core values

Process Infrastructure Service Management

Implement incremental
processes that starts us on
the path of progressive and
sustained service
improvements
Simple infrastructure platforms Ensure responsiveness as it relates to
where possible to achieve high request, change, event, incident, and
availability and unparalleled problem management
levels of service

Service

Simplification

Process

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Questions & Feedback

• Please feel free to ask questions. We may “table” them if we are going off track,
however; we will ensure that all questions are addressed.
– Does not related to this client
– Needs Research
– Training is running behind schedule

• Any comments or concerns about the tool may be sent to the Service Management.
– Your opinion is valuable. PLEASE SHARE IT!

• ServiceNow Question Escalation Process:

1. Go to the ServiceNow Wiki and do a search on your question.
2. Go to the Service Management ServiceNow Training and Reference Materials folder
3. Contact a power user within your department
4. Contact the Service Management Team

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Helpful Links

• ServiceNow URLs
– ServiceNow UAT https://fisglobaluat.service-now.com
– ServiceNow Production https://fisglobalprod.service-now.com
– ServiceNow Training https://fisglobaltraining.service-now.com

• ServiceNow Help
– ServiceNow Foundations Course
– ServiceNow Wiki (Dynamic Documentation – it changes as the system changes)

• Service Management SharePoint Site – Training & Reference Materials

– Incident Reference Guide & Process Map
– Change Reference Guide & Process Map
– Problem Reference Guide & Process Map
– Request Reference Guide & Process Map
– Client ESS (Employee Self Service) User Guide

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Background

• ServiceNow is a SaaS architected application

– Hosted by ServiceNow
– No FIS storage concerns
– SLAs for production impacting events
– The Service Management Team administers this tool

• ServiceNow / Fidelity National Financial Go-Live is Friday, March 1st, 2013 @ 00:00 CT
Phase 1 =
– Any new ‘network’ related Fidelity National Financial tickets must be opened in ServiceNow
– New self service requests may now be entered through the service catalog for:
* MAC * DNS * VOIP/Phone * Firewall * Load Balancer
– Any legacy Client Portal ‘network’ tickets will be worked to closure through Client Portal
• If there is a long running ticket, the FIS Ticket Owner will manually move it to ServiceNow
– Fidelity National Financial will be the focus for the first 30 days to ensure stabilization

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ServiceNow – FIS Domains

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Ticket Types

• Service Request
Definition:
A service request is a request from a user for something to be provided. Examples are requests for
information, advice, password resets, or a new device of any kind. They may or may not have approvals
depending on the pre-approved process flow.
• Change
Definition:
A change is the addition, modification or elimination of an authorized, planned or supporting service
(component) and its related documentation.
• Incident
Definition:
An 'Incident' is an unplanned interruption to an IT service, or reduction in the quality of an IT service.
Failure of a configuration item that has not yet impacted service is an event managed through an
incident ticket.
• Problem
Definition:
A problem is a cause of one or more incidents. The cause is not usually known at the time a Problem
record is created, and the Problem Management process is responsible for further investigation.

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Ticket Numbering Scheme

• The ticket numbering scheme is TTYYsssssss

– TT = Ticket Type
• SR = Service Request
• IN = Incident
• PR = Problem
• CH = Change
– YY = 2 digit Year
– s = 7 digit sequential number

• The sequential numbers will rollover to 0000001 with each new year

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ServiceNow - Basics

Types of Users

• Administrator (licensed): The primary administrator role (admin) has access to all system
features, functions, and data, regardless of security constraints. Additional administrator roles
manage specific applications.

• IT User (licensed): The IT user (ITIL) can perform standard actions for a Delivery team member.
The ITIL user has privileges not only to access, create, view, log, search, or administer the
requests, but also has functional privileges (when compared to a normal user) to be in control of
more technical information.

• Employee Self-Service User: Self-service users can make requests, view articles, log Requests,
and search the knowledge base through the standard user interface or through a user-friendly
website called the Employee Self-Service Portal (ESS Portal).

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ServiceNow - Basics
• Logging On
– Use your FIS E number & Active Directory Password
• There is a direct feed from FIS Active Directory to ServiceNow
• Check “Remember Me” for ServiceNow to store your login credentials and always automatically log you in.

• Your Profile Settings

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ServiceNow - Basics

• Application Navigation

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ServiceNow - Basics

• Save vs. Update

– Save will store the changes and keep you on the same ticket screen
– Update will store the changes and take you out of the ticket and bring you back to the list of
all tickets
• If you don’t see an option for the action you want to take, Right-Click the Action Bar

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ServiceNow – State Banners
• Incident

• Problem

• Change

• Request

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ServiceNow – Searching

• Different ways to search for tickets

 Switch to the new UI
 “Go to”
 Within the application
 Creating your own filters

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ServiceNow – Filters

• Create Filter (Replaces CMS “Views”)

1. Click on the arrow next to the breadcrumbs ( )
2. Select the first field to filter on
3. If additional fields are needed, click “and” or “or” (repeat as needed)
 And is used for a match on multiple fields
 Or is used if one OR the other fields match
4. To Save, click “Save” (if you do not want to save, you can just “Run”)
5. In the “Save as” field, name your filter

• To use your filters

1. Click on the Task arrow
2. Select Filters
3. Select the Saved Filter

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ServiceNow – Group Definitions

• Group Hierarchical Structure

– Parent – Discipline Name
– Children – Sub-Groups within the
Parent Discipline

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Incident

• Incident:
Definition: An 'Incident' is any event which is not part of the standard operation of the service and which
causes, or may cause, an interruption or a reduction of the quality of the service.

• Incident Management:
Purpose: The purpose of incident management is to return the service to normal level as soon as possible,
with smallest possible business impact.

• Remember…
– Imminent Impact tickets will be Priority 3, Urgency of Critical.
– Work may be done immediately to restore service or prevent an outage off of an incident, however; a
change must be opened after the incident to document the change and the impacted configuration item.

• What information should be included in a high priority incident?

– Go to the Service Management SharePoint Site – Training & Reference Materials High Priority Incident
Template V1.

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Incident Management, pg1

Incident Management – Identification & Classification

Service Desk

1 2

Incident Identified
(Client Call)

3.1
Operations

Incident Identified Priority 1 or 2

Incident Record Go to Priority 1
(Monitoring) Assessment of (Client Yes
Created & 2 Process
Incident Production
Impact)?

No
3.2
Incident Identified
Client

Go to Priority 3
(Functionality Impact)
& 4 Process

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Incident Management, pg2
Incident Management - Priority 1 and 2 Process

Phase

1
Service Desk

Escalation
Procedures
Priority 1 or 2
Invoked based
Record Opened
on Prime
Customer

2 4.1
Operations

Open Bridge and

Ensure key
Engage Incident
participiants are
Manager & FIS
present for service
Delivery
resetoration

No

3 7.1.1
4 7.1 9 10
5
Manager
Incident

Escalation Emergency Go to Change

Facilitate incident
Key participants FIS Escalation Procedures
diagnosis w/ Yes Change Yes Management
present? Time Elapse? Invoked based
Delivery Required? Process
on FIS Process

No
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6 7 8
Go to Problem
Resolution Resolve / Close Management
Troubleshoot Issue Yes
FIS Delivery

Found? Incident Process

Join Bridge

No

7.2.1
7.2
Management
FIS Account

Escalation
Client Escalation Procedures
Yes
Time Elapse? Invoked based
on Customer

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Incident Management, pg3

Incident Management – Priority 3 and 4 Process

Phase
Service Desk

1 2
3

Priority 3 or 4 Level 1 Assign to FIS

No
Record Opened Resolution? Delivery for
remediation
Operations

Yes

6.1

4 5 6
Ticket Updates are to be
made as new information is Go to Change
Troubleshoot Issue Resolution Change
available (minimum every Yes Yes Management 6.1
in priority order Found? Required?
12 hours for Priority 3, and Process
24 hours for Priority 4)
Delivery

No
5.1 6.2

Resolve / Close
Engage Vendor? The End
Incident

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Impact & Urgency Grid

• Impact + Urgency = Priority

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Problem
• Problem:
Definition:
A problem is a cause of one or more incidents. The cause is not usually known at the time a Problem
record is created, and the Problem Management process is responsible for further investigation.

• Problem Management:
Purpose:
The primary objective of problem management is to prevent problems and incidents, eliminate
repeating incidents, and minimize the impact of incidents that cannot be prevented.

Basic Concepts:
- A root cause of an incident is the fault in the service component that made the incident occur.
- A workaround is a way of reducing or eliminating the impact of an incident or problem for which a
full resolution is not yet available.
- A known error is a problem that has a documented root cause and a workaround.

• Problem Tickets
– Will be opened by Service Management
– Will be populated by the appropriate delivery team

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Questions?

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