1. Service Management Nicole Crémel, IT-DI-SM and John Hefferman (SNOW developer) Nicole Crémel IT-DI-SM 10 October 2013 1

2. Introduction Presentation of the new SSB was done on 16 July, see: https://indico.cern.ch/conferenceDisplay.py?co nfId=262818 (Preview of new SSB, C5 Reporting and Alert facility in SNOW) https://indico.cern.ch/conferenceDisplay.py?co nfId=262818 10 October 2013 Nicole Crémel IT-DI-SM2

3. Introduction  Today, we will only give demos for supporters providing ssb contributions (i.e. all supporters, i.e. role ITIL in the SNow tool)  Same presentation than last week (2 October) with some improvements  All is done in the SNow tool with one unique form for: Create service incident publication Create Planned Intervention Create Service change Name for this form: “Create SSB record” N.B. The generic form is “Create OTG record” (OTG for “outage”) which will also be used, in the future, for “service reports” (C5/C3 meetings) and for alerts (posted on PC screens) 10 October 2013 Nicole Crémel IT-DI-SM3

4. Technical Information The generic form (“Create OTG record”) is based on a SNow table (cmdb_ci_outage) to be used for ITIL Availability Management Extracted from SNow documentation: “One important table of information within the CMDB is the cmdb_ci_outage which tracks both planned and unplanned outages.” 10 October 2013 Nicole Crémel IT-DI-SM4

5. Create SSB record (SNow form)  Type “ssb” in the application navigator search  “Create SSB record” (Equivalent to “Create OTG record” with SSB pre-selected for “Publication Scope”) 10 October 2013 Nicole Crémel IT-DI-SM5 N.B. OTG records will also be used (in the future) for “Service Reports (C5/C3 meetings) and for “alerts”

6. Demonstrations Create one example for a: 1. Service Incident publication 2. Planned Intervention 3. Service Change  Demos at https://cerntraining.service-now.com/  Demos at https://cerntraining.service-now.com/ (taking real examples in https://itssb.web.cern.ch/)https://itssb.web.cern.ch/ 10 October 2013 Nicole Crémel IT-DI-SM6

7. Demonstrations In addition, possibility to create a service incident publication from an INC ticket in Service-now  Demos at https://cerntraining.service-now.com/ 10 October 2013 Nicole Crémel IT-DI-SM7

8. Demonstrations  Clone (duplicate a record and edit it for a new / similar event)  Use template (standard in SNOW) another way to create quickly a new record pre-filled (for repetitive events) 10 October 2013 Nicole Crémel IT-DI-SM8

9. Publication Scope “Internal”  ALL parameters/fields of the OTG form are visible and values can be provided (“pre-filled”)  NO publication is made  Can be useful for: o Preparing a record, save it without publishing – it will be published later (e.g. after revision by your supervisor) o When editing an existing record (can be with “clone”) some parameters could be missing  select “Internal” to display all parameters, fill values and then select the publication scope again for publishing 10 October 2013 Nicole Crémel IT-DI-SM9

10. Documentation  All documentation made with KB articles grouped with topic: “ SNow SSB (OTG records)”  Available inside the form in the “Help” tab 10 October 2013 Nicole Crémel IT-DI-SM10

11. Thanks for your attention! Questions ? 10 October 2013 Nicole Crémel IT-DI-SM11