1. Service Management Tutorial CERN IT, 11 May 2011 Patricia Méndez, Mats Moller for the (IT and GS) Service Management team

2. Page 2 Outlook Two fundamental functionalities of the Service Management infrastructure are presented in this tutorial  Creation and maintenance of the Knowledge Base  Documentation available at: “https://services.web.cern.ch/sites/services.web.cern.ch/files/service- now.com_knowledge_v0.2.pdf”  Several slides included in this talk come from this documentation  Confidential tickets These two facilities will be presented from the supporters perspective

3. Page 3 1 st block: Knowledge Base What is the Knowledge Base? “Collection of Tips and Tricks, Frequently Asked Questions, Recipes, etc..., whatever can help users and supporters in resolving a problem, or answering a question/request. We aim to capture this information from individuals in the Service-Now and make it available wherever it may be useful. We assure it’s ‘pertinence’ and quality by frequent reviews and monitoring of it’s usage.”  Current available implementation based on the Out-of-the-Box infrastructure provided by SNOW and modified/adapted to fit our own needs Who is who in the Knowledge infrastructure?  Knowledge creator  Any person with ITIL role can create new submissions for articles attached to any FE  Responsible of the articles  FE managers of the associated article  The approvers  First level: the FE manager  Final level: a restricted set of persons owning the publication roles  The users  Persons able to read and access the articles  Feedback submission per article enabled

4. Page 4 Creation Functional Review Layout Review Creation Functional Review Layout Review Published Submissions Articles Knowledge Management 1 3 3 3 1 1.Draft knowledge items are called ‘Submissions’ 2.The publication process steps involve a number of roles 3.Published knowledge items are ‘Articles’ 4.Multiple submissions can be related to one ‘Article’ Author Functional Manager Layout review User 2 2 2

5. Page 5 Available information in the system  IT FAQs  All the available IT-FAQ included in sharepoint have been already transferred to SNOW  Same import date for all available IT-FAQ in a first step  Extra lifetime provided to very old entries  Real creation time has been now imported (1 st of April) with the following policy:  3 extra months for all expired articles (until 01/07/2011)  Real expiration date between 01/04/2011 and 01/07/2011 has been moved to 01/07/2011  Expiration time after 01/07/2011 has been kept as it was  IT-FAQ sharepoint site has been frozen  Weekly release notes  Articles are being currently created since the deployment of the new facility on production (End of March 2011)

6. Page 6 Knowledge Usage left menu 1 2 3 1.Search module in the knowledge application 2.Enter search criteria 3.Result window shows matching articles

7. Page 7 Knowledge Usage within task 1 2 1.While creating or working on a ticket Click the ‘book’ icon (next to short description) 2.Search criteria prefilled with short description (but you can change) 3.Use ‘attach to task’ button on selected item to copy knowledge back into ticket 2 3

8. Page 8 Creating a Knowledge article Where to start-up?  Usual start up point for any IITL privileged person: go to the SNOW tool  On the top of the left hand menu, start writing the word: knowledge  The whole knowledge Base menu will pop up Let’s start creating a new article

9. Page 9 Creating a Knowledge article  On the same page scrolling down a bit you’ll see: SUBXXXXX identifier Actions submitter can take: next slide FE has to be chosen Review data and validity can be modified English is the primary language The article text Search of the article in the portal based on this title Searchable information, full functionality not exploited yet (metadata searching not included in the portal)

10. Page 10 Submitter rights and actions  Define the role of this article  In default the future article will be public  Anybody including (non logged in persons) can see the article in the portal  You can restrict the visibility of the article based on pre-defined roles  Chose the associated FE  Click on the right hand icon to look for your FE  Declare if the future article is published in News  Current placement of the weekly release notes  Change the validity and the next review dates  Article workflow decisions:  Submit/Save  This two actions still allow submitter to edit the article  No notifications are triggered  Go to Functional Review  The submission passes to the FE Manager control for his approval/actions  Reject  Submission no editable anymore

11. Page 11 Moving the submission to the FE manager  Submitter clicks on: Go to Functional Review  Edit right on the submission are lost for the Submitter  Now the ticket is on FE managers hands  [NOTIFICATION] The FE manager will be notified via email there is a new submission to review for his FE

12. Page 12 Submission on FE Manager hands The FE manager can click on the link included in the notification OR Access the set of opened submissions from the tool

13. Page 13 FE Manager rights and actions (I)  The FE can be modified  In this case, the new FE group responsible (FE managers) will be notified  Current FE manager will lose the control on this submission  The new FE managers can come back to the submitter or go to the next phase  The review and validity dates  The title and the text can be corrected  The Roles  The metadata  Publication in the news Actions for the FE manager: next slide

14. Page 14 FE Manager rights and actions (II) Possible FE Manager decisions  Update/save  He can work on the submission as many times as needed without submitting it  No notifications are triggered  Back to the submitter  If he wants to send the submission back to the submitter  In this case the submission becomes editable for the submitter only  [NOTIFICATION] The submitter will be notified  Go to the Layout Review  He accepts the submission and sends it to its final phase before publication  [NOTIFICATION] The layout reviewer(s) will be notified  Reject  Nor the FE manager or the submitter can touch this submission anymore  [NOTIFICATION] The submitter will be notified

15. Page 15 Final step: Layout reviewers  Once the FE manager agrees with the contains of the submission, this can be submitted for final approval  At this moment the FE losses any edit rights on this submission

16. Page 16 Passing to the set of layout Reviewers  Who are they?  Defined group of persons with the required roles for knowledge publication  C. Delamare, N. Ziogas, N. Cremel, I. Fernandez Gonzalez, O. Van der Vossen, R. Martens, B. Brugger, M. Moller, P. Mendez Lorenzo  What are they intended to do?  Primary they check the understanding of the submission for end-users  Once the article is approved for publication, the layout approver gets: Actions taken by the layout reviewers: next slide

17. Page 17 Layout Reviewers rights and actions Same modifications rights as the FE managers Possible actions available for layout reviewers:  Update/save  He can work on the submission as many times as needed without submitting it  No notifications are triggered  Back to the submitter  If he wants to send the submission back to the submitter  The submission is again editable for the submitter  [NOTIFICATION] The submitter and the FE Manager(s) will be notified  Publish article: FINAL STEP  He accepts the submission and publishes it  [NOTIFICATION] The submitter and the FE Manager(s) will be notified  Reject  Nor the FE manager or the submitter can touch this submission anymore  [NOTIFICATION] The submitter and the FE Manager(s) will be notified  Delete  He can delete the submission from the system

18. Page 18 Looking for a published article  In the tool  The article can be found searching by number (KBXXXXXX), metadata included in the article or by title  In the portal  Matching the title words only  Future improvements  Search based on the article number  Further refinements (detailed search based on text) is on the TODO list  Also planned to show the articles associated to each FE

19. Page 19 Visualization of the article from the portal  As mentioned before, articles are public in default  Any user can provide feedback to the article  [NOTIFICATION] of feedback sent to FE Manager

20. Page 20 Articles Review  Who can review the article?  Submitter (NOTE 20/05/2011: Review by the submitter to be implemented), FE Manager, layout reviewers can review their articles  Submitter: Those ones written by him  FE Manager: Those ones attached to his Fes  Layout reviewers: all articles  Roles for article reviews  Certain procedure has to be followed before updating an article  Similar approach for all actors  Same set of actions available for the submitter and the layout reviewers (in addition they can delete) Actions to be taken during review: next slide FE Manager view

21. Page 21 Possible actions during an article review (I) The FE Manager who is making the review will be “seen” as the new Submitter The original Submitter will not be notified of any action  Copy for translation  [NOTIFICATION] Once the new article in French is published the FE Manager who triggered the “Copy for translation” action will receive two notifications:  One notification as the Submitter of this new article  Second notification as FE Manager together with the rest of the FE Managers group  Review Article / un-publish and review article  [NOTIFICATION] Same principle as before:  The FE Managers group will be notified about the review of their article  Once the article gets published the FE Manager who triggered the action will receive two notifications: As submitter and as a FE Manager  If the layout reviewers come back to the submitter, this time will come back to person who triggered the review: the FE Manager (together with the FE Managers group)  Archive  [NOTIFICATION] the action prevents the FE Manager group Review performed by the FE Manager

22. Page 22 Possible actions during an article review (II) Now the Submitter becomes the Layout review member who is triggering the review  All actions that can be taken by this set of persons (Copy for translation, Review article, un-publish and archive) will have the same procedures and set of notifications as in the previous slide  This time, the submitter of the review will have double notifications: as submitter and as Layout review member  The FE Managers group will be notified as before Some possible questions about reviews:  Can the FE manager and the submitter review an article at the same time?  NO. The review of the article by one of these actors avoid disables the edit rights to the the other actors  What is the submitter and the author are different persons?  The submitter will be notified, the authors name will just appear in the article once it is published. However no notifications will arrive to the author Review performed by the Layout Review

23. Page 23 2 nd block: Confidential tickets  “Confidentiality” feature has entered in production on March, 22 nd  To protect confidential/sensitive user information (HR topics, security, passwords, etc)  Applicable to both Incidents and Requirements  Confidential tickets can be created at two levels  Individual tickets  Any ticket can be marked as confidential at creation time  Categories associated to FE ( next slide )  Specific confidential categories have been created for some FE  Any ticket associated to these categories will be flagged as confidential

24. Page 24 Confidential categories associated to FE FE example: EDH 12 categories associated to this FE. “AIS Authorization password” associated tickets are confidential in default

25. Page 25 Creating a confidential ticket from a FE category  When creating a ticket associated to FE: EDH with category: “AIS Authorization password” the ticket is set to confidential  When in a confidential category, the flag is forced (cannot be changed)  If changing the category the flag stays set but now it can be changed Same FE: Changing the category only The box stays but can be modified after the category redefinition

26. Page 26 Who can see the confidential tickets?  The caller  The members of the watch list  The approvers in case of requests  Levels of support  The ticket is visible for the support group handling the ticket  New Assign to or on-call features: Even the whole group can see the ticket  As soon as the support unit changed even in the same FE, the ticket is not longer visible for the former support unit Visible information on the tool of a confidential ticket for a non-authorized person

27. Page 27 Confidential tickets from the portal