ServiceNow On-Boarding [Client Department]

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Rebecca Farmer
8 years ago
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1 ServiceNow On-Boarding [Client Department]

2 In this step of the ServiceNow onboarding process, you will provide Client Services with the information that is necessary to establish your department/unit/groups in ServiceNow. 1. Department Unit Information Department/Unit Name: Unit Acronym: Date: 2. Timeframe to Onboard Briefly tell us when you are planning to start using ServiceNow. Are there any limitations or pre-requisites that Client Services needs to consider before you are able to move your work into ServiceNow? If yes please describe the situation. 3. Role Definitions Please review these role definitions. You will need to understand them to fill out this form. Assignment Group: A logical queue or Inbox that is configured in ServiceNow. The Assignment Group is used for the purpose of routing and managing ServiceNow incident and request tickets. In order to do any work, support analysts must be assigned to one or more assignment groups. Business Contact: This is someone in a management position who is responsible for service cost recovery. Community Administrator: A person who is a member of the IT ServiceNow Technical Committee. 2

Are there any limitations or pre-requisites that Client Services needs to consider before you are able to move your work into ServiceNow? If yes please describe the situation. 3.

3 Group: A team of individuals within a support unit who use ServiceNow to process incoming incident or request tickets. ITSM: An acronym for IT Service Management. This is the program that oversees the development, deployment and management of the ServiceNow technology and its related processes. IT ServiceNow Technical Committee: The committee that oversees the development and improvement of the ServiceNow system and ITSM program. Queue Manager: A person who is responsible for the overall management of tickets in an assignment queue. The Queue Manager is the primary point of contact to manage the members who are in an assignment queue. Support Analyst: An individual who is responsible for processing incoming ServiceNow tickets within an assignment queue. 4. Business Contact Information Who will fill the role of Business Contact, and Community Administrator? Please refer to section 1 above for the role definitions. Business Contact(s): Role Name Login ID Address Community Administrator: (Attends ITSM Technical Committee meetings after 45 days of using the system) 3

IT ServiceNow Technical Committee: The committee that oversees the development and improvement of the ServiceNow system and ITSM program.

4 5. Assignment Groups and Queue Managers Who will fill the role of Queue Manager in each support unit? A Queue Manager ensures that tickets which are received in an assignment queue are handled in a timely manner. ServiceNow requires one Queue Manager for each assignment group. Assignment Group Name Queue Manager Queue Manager s Example: SAOT SIS-AD Michael Johnston mjohnston@ucdavis.edu Note: To add rows in MS Word, place your cursor on the right side of table next to a row and press the enter key. 4

ServiceNow requires one Queue Manager for each assignment group.

5 6. Your Support Analysts Assignment Group Support Analyst Login ID Example: SAOT SIS-AD John doe jdoe Note: To add rows in MS Word, place your cursor on the right side of table next to a row and press the enter key. 7. Information About Your Services How do your customers contact you for service? Ticketing system Phone calls Web Form Other If you selected Web Form please describe. Include any links to the web forms. If you selected Phone calls, are you also automatically routing calls which don t get answered to a common departmental mailbox? If you selected Other then please provide details. 5

Information About Your Services How do your customers contact you for service?

6 What are the addresses that your customers use to report incidents or request services? Address Alternate Assignment Group Note: To add rows in MS Word, place your cursor on the right side next to a row and press the enter key. 8. Training ServiceNow training is required before support analysts can begin using the system. More information and instructions are available on the ITSM website: 9. Reporting What reports does your unit/group use? Please provide examples of reports run from your current system (if applicable). 10.Next Steps Return this form via to: itsm@ucdavis.edu We will use this information to perform an analysis and design (step 4) of your services and will work with you to complete your onboarding process (steps 5 and 6). Thank you for completing this form. 6

Training ServiceNow training is required before support analysts can begin using the system. More information and instructions are available on the ITSM website: http://itsm.ucdavis.

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