Nicole Crémel IT-DI-SM 1

Service Management

Demos for SSB submissions with the new tool (in Service-now)

Nicole Crémel, IT-DI-SMand John Hefferman (SNOW developer)

2 and 10 October 2013

Nicole Crémel IT-DI-SM 2

IntroductionPresentation of the new SSB was done on 16 July, see: https://indico.cern.ch/conferenceDisplay.py?confId=262818

(Preview of new SSB, C5 Reporting and Alert facility in SNOW)

2 and 10 October 2013

Nicole Crémel IT-DI-SM 3

Introduction Today, we will only give demos for supporters providing ssb

contributions (role “ssb-contributors”)

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 OTG record” (OTG for “outage”)

(“ITIL role” is required <-> supporters)

2 and 10 October 2013

Nicole Crémel IT-DI-SM 4

Technical InformationThis unique 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.”

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Create OTG record (SNow form) Type “ssb” in the

application navigator search

“Create OTG record”

SSB for “Publication Scope”

2 and 10 October 2013

N.B. OTG records will also be used (in the future) for “Service Reports (C5/C3 meetings) and for “alerts”

Nicole Crémel IT-DI-SM 6

DemonstrationsCreate one example for a:1. Service Incident publication2. Planned Intervention3. Service Change

Demos at https://cerntraining.service-now.com/(taking real examples in https://itssb.web.cern.ch/)

2 and 10 October 2013

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DemonstrationsIn addition, possibility to create a service incident publication from an INC ticket in Service-now

Demos at https://cerntraining.service-now.com/

2 and 10 October 2013

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Documentation All documentation

made with KB articles grouped with topic:“SNow SSB (OTG records)”

Available inside the form in the “Help” tab

2 and 10 October 2013

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Thanks for your attention!

Questions

?2 and 10 October 2013