1. Service Now New features for the CERN implementation November 2012

2. Agenda Priority matrix (INC & REQ) Catalogue Structure – Service Owner role and position – SE/FE notification flags Service management Roles & Role assignment Master-Detail ticket structure Bulk operations Feedback Knowledge article expiration Confidential ticket tracking Reopened flag / color Notifications Time worked SLA / OLA structure

3. Modified Incident priority matrix Priority Impact Service Down or a critical adverse impact on provision of service to the Business Service Degraded or a major adverse impact on provision of service to the Business Service Affected or a minor adverse impact on provision of service to the Business <1% Service Disruption 1 User or a small number of the population affected High: The damage caused by the Incident increases rapidly.P1P2P3P4 Urgency Medium: The damage caused by the Incident increases considerably over time P2P3P4P5 Low: The damage caused by the Incident only marginally increases over time P3P4P5P6 Essential Important Necessary Useful Nice-to-Have

4. Incident priority matrix -Implementation details – SE FE relation sets the default Urgency (as before) – Urgency can now be changed by supporters – Impact values changed Down / Degraded / Affected / Disruption

5. Request priority matrix Impact “easy” to understand and aligned – Similar to incident i.e The request has impact on the delivery of the service to the business. Old Urgency was “mis-used” to specify delivery – Create separate delivery info – New request state ‘waiting for delivery time’ and manage priorities according to the delivery calendar – Reward good planning making a.s.a.p. default medium As soon as possible Urgency = Delivery Fixed Flexible OLDNEW As soon as possibleMedium Urgency FixedHigh - Low - High Flexible High - Low - High High Waiting for delivery date High

6. Modified request priority matrix Priority Impact Critical for the provision of service to the Business Major impact on provision of service to the Business Minor impact on provision of service to the Business Small impact on provision of service to the Business Fixed/Flexible (not treated & delivery imminent) HighP2P3P4P5 Urgency Delivery As soon as possible MediumP3P4P5P6 Fixed/Flexible (waiting for calendar) LowP4P5P6

7. Request priority matrix -Implementation details – New field delivery Values: Fixed / Flexible / as soon as possible If Fixed: – Due date mandatory If Flexible : – Start date / End date mandatory – Future change New ticket state “waiting for delivery date” – stops the time counting – Automatically goes back to in progress when delivery date approaches

8. Request priority matrix -Implementation details (2) – SE FE relation sets the default Urgency (as before) – Urgency can now be changed by supporters (as before) – Impact values changed Down / Degraded / Affected / Disruption

9. Service Area Customer Service Service Owner Service Element Customer User 3rd Line Support Group 2nd Line Support Group Functional Service Manager OWH Support Group Functional Element OLA Contracts A OLA OLA Template 1nd Line SERVICE DESK OLA People Service levels Service hours = Schedule SLA(s) Service levels Service hours = Schedule Catalogue structure (August 2011)

10. 4rd Line Support Group Service Area Customer Service Service Owner Service Element Customer User 3rd Line Support Group 2nd Line Support Group Functional Element Manager OWH Support Group Functional Element OLA Contracts A OLA OLA Template 1nd Line SERVICE DESK OLA People Service levels Service hours = Schedule SLA(s) Service levels Service hours = Schedule OLA Catalogue structure (November 2012)

11. Catalogue structure - implementation details

12. Catalogue structure – notification flags Service Element notification flag set: – 100% SLA notifications to Service Owners Functional Element notification flag set: – 50%, 75% and 100% SLA notifications to supporters – 100% notifications to Functional Managers

13. Service Management Role definitions Services functions User Use Service Manager On Duty Assistance Service Owner Monitors Service Desk Service Desk Manager Support Supervises Customer Represented Provides Support Support Groups Functional Service Manager Is reponsible

14. Roles & Role assignment 4rd Line Support Group Functional Element Manager OWH Support Group 1nd Line SERVICE DESK Egroups AIS-Roles Service Owner SNOW- ADMIN 3rd Line Support Group 2nd Line Support Group People (Foundation) SNOW FE’s & SE’s

15. Master-Detail / Parent-Child Master-detail is NOT parent-child – Parent-child allows handling the parent and thus working on the child at the same time

16. Master detail ticket relations Master detail allows “organizing” autonomous tickets – No transmission of any data between tickets – Available for INC (will come soon for REQ)

17. Bulk operations Clicking on the Actions button the list of “allowed” actions for the selected tickets is displayed Non applicable actions to the selected tickets are not selectable Bulk operations accessible from the list of incidents – Request will come soon Operations follow the same rules as for individual tickets

18. Bulk operations in detail Bulk operationDescription ResolveResolution of tickets in bulk mode Applicable to tickets allowing the immediate resolution Close code (M), solution field (M), work notes and additional comments common for all selected tickets (dialog form available) Set back to assignedRelease selected tickets back to the pool Add work notesAddition of common work notes (supporter internal notes) for all selected tickets Set waiting for parentAssignment of selected tickets to a selectable parent Candidate list restricted to “allowed” parents Un-highlight reopenedUn-highlight the red color of reopened tickets (M)  Mandatory

19. Bulk operations in detail “set waiting for parent” dialog Will display only available parents for all selected tickets (Loops not allowed)

20. Feedback (update) Callers & Supporter can give feedback on the process at any time in the lifecycle of the ticket. – This is NOT for giving details on the issue but for complaints and compliments Feedback targeted to a specific Functional Element and assignment group that is or was involved in the ticket Functional Managers can also give feedback to other previous Functional Element and assignment group that were involved in the ticket

21. Feedback (update) The “destination’ Functional manager is notified and should take action on the feedback if required The Service Management team surveys negative feedback to see if there are problems to be solved

22. About 430 published articles have expired or are about to expired (within next week) in the system – Revision limit is set in default to one year – Submitters and Functional Managers notified in advance – Can use the menu to find their articles – After that date articles will be labeled in the portal as EXPIRED Not convenient from the user points of view Knowledge article expiration

23. One-click procedure to extend easily the next review date ( for Functional managers & Submitters) – Top menu, right click: “Extend Review date” – Extends the new review date in one year Knowledge article expiration https://cern.service-now.com/service-portal/article.do?n=KB0001656

24. Confidential ticket tracking Allows to know where a confidential ticket is without being able to see the data Used by Service Desk if they get questions from the caller Available for all supporters so they can know who now has a ticket they were invoked with Put a work note in the ticket (that you can not see )

25. Reopened ticket flagging Possibility to take the orange coloring away – Some support groups were disturbed by the coloring – Reopen counter not affected – Can be done in “bulk mode”

26. Notification settings All “supporter” notifications can be switch on/off

27. Notification device's Supporters can set additional email and SMS notification destinations for all or a subset of messages. Detailed information available on request

28. Old Time Worked - CERN implemented feature Time worked field : – Visible only when ticket “in progress” – When ticket changes state <> “in progress” and time worked <> 0 a metric record is created Confuses the supporters and is difficult to understand Requires reporting to group metric records and get information about the full ticket time

29. New Time worked - standard ServiceNow Field always visible Allows use of start/stop timer (when ticket visible) Allows to add / subtract time Accumulated time visible in the ticket Individual “contributions” tracked in a tab at the bottom

30. SLA – target resolution time Incident SLA due shows the target resolution date/time Based on: priority & schedule (defined by the Service Owners) Calculated & updated when conditions change (screen refresh) Coming soon for request Fulfillment

31. SLA structure (reminder) For each Service we combine schedule & priorities Reflected in the ticket and in SLA reporting

32. SLA structure (reminder) performance reports

33. Service Owners should: – Adjust the schedules – Set the proper target resolution times (priority) – Decide if they receive notifications (SE- tick box) Functional managers should – Decide if the support teams start to receive notifications (FE- tick box) – Coach the support team performance – Decide if they need OLA’s for their teams SLA – what we need from you

34. New “berlin” ServiceNow release Has been thoroughly tested in the last weeks Many issues handled / back to “OutOfTheBox” Upgrade on Sunday 19 November Should be ready on Monday morning No impact expected for users / no change in functionality – Opens possibilities for future improvements