Patricia Méndez Lorenzo & Roberto Alvarez Alonso (IT-DI/SM) 03/10/2013 Calendars Facility in ServiceNow2

Outlook Calendar functionality for best effort and piquet available in ServiceNow First Deployment in Production on 18/06/2013: Embed a fast, generic and user-friendly calendar infrastructure accessible from the common ticketing system of ServiceNow New improvements implemented in the system entering in production on 07/10/2013: Extra management control provided to FE managers Infrastructure ready to replace the current SDB calendars facility 3Calendars Facility in ServiceNow 03/10/2013

Introduction The Best effort and Piquet Calendars are available for all ITIL users (supporters) from the ServiceNow tool Supporters can declare their availability on an individual basis NEW: FE managers can create new calendars for their supporters and modify the already existing ones No synchronization with EDH and no effect on the ticket workflow No tickets assignment based on the calendars information 1 st : Supporter 2 nd : Calendars type 3 rd : Functional Elements Best Effort Piquet FE(s) Granularity levels of calendars definition 03/10/2013 Calendars Facility in ServiceNow4

1. Accessing the application: Navigation Panel Application called: “Best effort and Piquet” reachable from the left hand main menu of the tool Left hand menu containing the following modules: –My calendars view –List of all my calendars –List of all calendars associated to the FE I manage 03/10/2013 Calendars Facility in ServiceNow5

2. Creating a new calendar: First steps 03/10/2013 Calendars Facility in ServiceNow6 “My calendars” module give access to: –The list of already existing calendars (if any) for the log-in person –“New” button  Creation of new calendars

2. Creating a new calendar: layout and fields 03/10/2013 Calendars Facility in ServiceNow7 In default the user field corresponds to the log-in person name –NOTE: This field is editable by FE managers ONLY Calendars type can be “best effort” and “piquet” –Functional Element field mandatory for type = piquet ONLY –FE list restricted to the FE set supported by the log-in person Same calendar can be defined for multiple FEs NOTE: Once a FE has been selected for a certain calendar, this FE cannot be reuse again to avoid any possible incoherence –At least one phone number is mandatory If the “use mobile phone” is ticked, the information is taken from foundation (if available) Personal phone visibility restricted: CC operators, Service Desk, Fire Brigade

2. Creating a new calendar: schedules 03/10/2013 Calendars Facility in ServiceNow8 Periods schedule displayed when the calendar has been saved

2. Creating a new calendar: schedules (cont.) 03/10/2013 Calendars Facility in ServiceNow9 Single temporal window per period Period final date Does not repeat Daily Every weekday (Mon-Fri) Every weekend Every Mon, Wed, Fri Every Tue, Thu Weekly  selection of the days of the week Monthly  current day as reference Yearly  current day as reference Repeats

2. Creating a new calendar: schedules (cont.) 03/10/2013 Calendars Facility in ServiceNow10 1. Different availability declarations supported for the same calendar 2. Once the calendar is saved, it can be easily visualized using the “Show calendar” link 3. Re-establishment of individual slots from the calendar moving them with the mouse 1 2 3

3. Access to the calendars: from the module From the “Best effort and piquet application”, using the “my Calendars” module Access to the full list of calendar defined for the log-in person 03/10/2013 Calendars Facility in ServiceNow11 1.Deletion of already defined calendars included in the list of actions All pre-selected calendars (associated tick box on the left) will be deleted while executing that action 2.Visualization of the calendars of the log-in person Log-in person calendars

3. Access to the calendars: from the tickets From the Incidents and Requests tickets 03/10/2013 Calendars Facility in ServiceNow Icon available next to the Functional element field of any ticket giving access to all calendars declared for that particular FE FE calendars

4. Visualization Left hand menu: “My calendars” module 03/10/2013 Calendars Facility in ServiceNow Filter based on: 1.Type: best effort or piquet 2.List of FEs supported by the log-in person 2.Color code split per calendar or per type 3.Monthly, weekly, daily ranges visualization

5. FE manager privileges FE managers can create new calendars for the supporters of their FEs or modify already created calendars Access to this facility through the “My FEs Calendars” module Constrains FE managers can edit the “user” field of the new calendars Only supporters of their FEs can be selected Warning: 1 st and 2 nd level are included! If the calendar combination: type+user+FE selected by the FE manager already exists, the new calendar cannot be created 03/10/2013 Calendars Facility in ServiceNow14

What is new from the previous calendar facility presentation (05-Jul-2013) Based on your feedback we have implemented: Privileges for the FE managers Better period definitions Calendars accessible from the tickets Private phone visualization policy Pending: Small fix to include the calendars phone information in the piquet calls facility available for ITCM master tickets Final remarks: The current calendar structure is already available in Prod Pending issues will be fixed before the 7 th of October 2013  definitive production date The current calendars structure arrives in time for the next Christmas period 03/10/2013 Calendars Facility in ServiceNow15