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INCIDENT MANAGEMENT

PROCEDURES
ServiceNow Quick Reference Guide

To get started, log on to ServiceNow at http://ucdavisit.service-now.com with your


Kerberos LoginID and passphrase.

ITIL Homepage
Welcome to ServiceNow!
This Quick Reference Guide is designed to complement your ServiceNow
training and help you start your IT service journey.

Simplified user interface


choices for individual needs and
preferencesImproved reporting
Shared work
Integrated
for more environment
knowledge
effective
base
collaboration

Log on to ServiceNow at http://ucdavisit.service-now.com with your


Kerberos LoginID and passphrase.

The ITIL homepage provides commonly used reports, including:


oo
oo
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Users by location
Open Items by Escalation
News
My Groups Work
ITIL Summary Counts (including items that are critical, overdue, and over a
week old)
oo My Work
Because these reports link directly to the appropriate records and tables, you can use
the work queues and the reports on critical tasks to manage your work directly from the
homepage.

Service Desk
Callers: A list of universitey affiliates.

Understanding the Application Navigator

Incidents: Active incidents listed in your assignment groups. From here you manage
your queue and run custom display queries.
Awaiting Review: Active incidents listed in your assignment group with the event
status of New. This status indicates that a member of the assignment group has not
started work on the ticket.
Knowledge: The internal ServiceNow knowledge base that contains support
documentation, procedural documentation, and customer-specific documentation.
My Work: Active incidents that are assigned to you. The particular event status
determines if the incident is resolved or a work in progress that requires your review.
My Groups Work: An extension of the My Work view that shows all of your work as
well as your groups active incidents.
My Approvals is reserved for future use.

Incident
Create New: Allows you to create a new incident for a customer. Creating a new
incident requires you to fill in several required fields before the incident becomes active
in ServiceNow.
Assigned To Me: Incidents that have you set as the Assigned To value. This view is
identical to the My Work view from the Service Desk menu.
Open: Active incidents where the Assigned To field is filled. Incidents listed here will
show the organizations and assignment groups.
Open (Unassigned): Active incidents where the Assigned To field is empty. Incidents
listed here will show the organizations and assignment groups.
Resolved: Tickets that will automatically switch to closed after 72-hours and then
removed from this view.
Closed: All incidents that went through the 72-hour resolution courtesy window without
a customer response.
Closed- Customer Response is to be retired.

All: A history of all incidents within ServiceNow, in all of the above mentioned event
states.
Overview: Overview data of incidents. The next page shows more detail.
Critical Incidents Map is reserved for future use.

The ServiceNow Administration Page


Go To searches incidents based on the current filter you
have set. Keywords/phrases entered into this search
field need to be paired with a search criteria, such as
state or assigned to.

Click to filter and list incidents by certain information. To see a preview


of the incident, hover your mouse over the icon to the left of the incident.
Click on the individual incident to edit or display more detailed
information, such as:
Number: The incidents assigned number.
Caller: The customer who reported the incident or requested a service.
Short Description: The short description from the incident form.
Category: The type of service the incident falls under (i.e., Servers or Email).
State: The current status of the incident (i.e., New, Work In Progress, Resolved)
Assignment Group: The group that the incident is assigned to.
Assigned to: Displays the name that the incidents are assigned to. Note: Incidents
that are New or in Awaiting Review will not display an assignee.
Updated: The last date and time the incident was updated.

Header Expand/Collapse hides or


shows UC Davis banner image to
free up screen space.
The global site searches all of
ServiceNow for the keyword or
phrase.

Logout does not log you out of CAS,


only ServiceNow.
Home returns you to the ServiceNow
Homepage (or whatever landing page
you specify).
Print opens a printable version of the
current content frame.
Help opens a help page.
Search Field searches all of ServiceNow
to find a keyword, incident number, or
asset name.

Creating a New Incident

Required Incident Form Fields

When you create a new incident, the main content window will present you with a
series of form entry fields that must be filled in.
Green = Entry recognized and accepted by system

Caller Enter the full name of the person who is reporting the incident. Click the
magnifying glass to search the directory.
Department Name Specify the department, college, or academic unit.
Category Select the type of incident:
oo Feedback
oo Inquiry/ Help
oo Request
oo Service Disruption
Subcategory Select a more specific type of category.
Configuration Item The parts of a service that are affected by the incident.
Short Description A quick, one sentence description of the particular incident.
Brevity and clarity will allow you and your fellow service desk analysts to quickly
gauge the subject matter of an incident.
Assignment Group The business unit that is currently assigned to the incident.
Although not a required field, an assignment group will need to be selected to
properly set an Assigned To value in ServiceNow.

Red = Entry required


Red dotted underline = Entry not valid, try again
Orange = Required, but automatically filled by system

Optional Form Fields to Improve Reporting

Required Incident Form Fields

Caller
Affiliation
Department Name
Category
Subcategory
Configuration Item
Short Description
Assignment Group

Optional Incident Form Fields

Requested For
Location
Assigned To
Additional Comments
Work Notes
Watch List
Attaching Files

Requested For If a customer makes a request on behalf of another person, that


other persons name would be entered into this field.
oo Example: List a professors name if a department tech submits a request on their
behalf.
Location The physical building where the customer is located.
Contact Type The method used to report the incident to the service desk.
Assigned To Select a member of the assignment group to assign ownership of the
particular incident. Assigned To must be a member of the Assignment Group.
Additional Comments (Customer visible) Information entered here is sent via email
to the customer and whoever is listed in the watch list field. Be professional and
polite when making comments in this field.
Work Notes The service desk analyst should log content specific information about
the incident (actions performed, next steps, etc.) but information is not visible to
customer.
Watch List Customers defined here receive email notifications when an action is
performed on the incident, such as an assignment group change.
Attaching Files It might be necessary to attach a file to an incident (such as a
screenshot or document). An attached file can be seen by anyone with access to
the incident in ServiceNow.

Creating a New Incident

Resolving an Incident
Scroll down from the normal incident field view to see:

Icons
Show Related Incidents This opens
a new window/tab that contains
all incidents where this name is the
caller, both active and inactive.

Reference Icon This shows more


detailed customer information pulled
from the campus directory and Mothra
(IETs identity management system).

Knowledge Select this box to submit the incident as a possible draft for a
knowledge article. The short description becomes the articles short description;
the additional comments become the text of the article.
Resolution Code Select the appropriate code for reporting purposes and trend
analysis:
oo Solved
oo Solved Remotely
oo Not Solved
oo Closed/ Resolved by Caller

Tips and Tricks!


Export Search Results: Right- click on the list header to export a PDF, Excel or
CSV copy of your list to your desktop.
Create a Shortcut Banner: Click Switch to New UI in the top right corner to
open a vertical banner on the far left edge of your screen. You can quickly see
flyouts of your bookmarked searches, favorite pages, and more by dragging
and dropping them into this banner.
Search Knowledge This searches the
knowledge base for previous answers
to similar incidents. You can add these
answers to the incident.
Spell Checker Unlike other browsers,
this spell check requires manually
clicking the icon to highlight the
misspelled words in bold red text. To
continue modifying the text, click the
Suggestion This allows you
green hyperlink icon, Resume Editing.
to quickly auto fill common
descriptions.

Saving vs. Updating: By right- clicking on the form field header and selecting
Save, you can continue editing.Clicking on Update in the top right corner will
save your edits and return your view back to the previous page.
Searching: To search for more variations of a word, insert an asterisk (also
known as a wildcard) to search more broadly. Example: Searching for net*
will also show results for network, networking, and networks.
Viewing in Pop-ups: When your mouse hovers over the reference icon, a quick
popup of the incidents details will appear. To freeze the pop-up so you can
view or copy information in the fields, hold shift and then move your mouse
into the pop-up page.

IT Service Management
Website: http://itsm.ucdavis.edu
IT Service Management- Email: itsm@ucdavis.edu
Service Manager- Anita Nichols: ajnichols@ucdavis.edu

Rev 20131213