ServiceNow Queue Manager Training

Transcription

1 May 2013 ServiceNow Queue Manager Training Incident & Request Management with ServiceNow Queue Manager Training v.6 Agenda Introduction The Queue Manager Role Leading Service Excellence Queue Manager Activities Q&A 2 1

2 Introduction Incident Any unplanned interruption or degradation of a service Purpose of Incident Management To restore normal operation as quickly as possible and thus minimize the adverse impact Accountable The one person who is expected to ensure that the necessary tasks are done and objectives are met Responsible The people doing the work Queue Effectively the group of subject matter experts that supports a particular service, subservice and category of activity 3 The Queue Manager Role Activities & Resources Customer updates Accountable Update group membership Update on-call information 4 2

3 The Queue Manager Role Related and Other Duties Monitor the queue and assign tickets Ensure that tickets are worked and resolved within service level targets Ensure that work is documented and customers are updated Serve as a further escalation point for the team Coordinate with other queue managers to ensure handover, continuity and consistency Ensure that HUIT policies and procedures are followed 5 Apply HUIT Values to Our Work! UCIO User-focused Innovative Collaborative Open With Our Customers With Our Teams 6 3

4 Leading Service Excellence Getting information Obtaining a service Having a problem solved Guidance: Ask Questions Summarize the need Recommend appropriate solutions Customers Practical Needs 7 Leading Service Excellence Guidance: Feeling valued, important, respected Being heard, understood, cared-about Being involved in the process and decisicions that affect them. Maintain or enhance selfesteem Listen and respond with empathy Don t interrupt Customers Personal Needs 8 4

5 Leading Service Excellence Relationships Process Results 9 Leading Service Excellence Give Feedback: To recognize good work To provide Immediate correction 10 5

6 Leading Service Excellence 11 If your actions inspire others to dream more, learn more, do more and become more, you are a leader. John Quincy Adams 12 6

7 Agenda Introduction The Queue Manager Role Leading Service Excellence Queue Manager Activities Q&A 13 Queue Manager Activities Monitor the Queue Ticket ageing Ticket volume Resource availability Customer Communications Facilitate escalation across groups Reporting and Analysis Templates and Relationships Maintain Group Membership Maintain Escalation and On-call contact list 14 7

8 Queue Manager Activities Monitoring the Queue Queue Manager Homepage Personalizing Homepage Working with List View Advanced Filtering Java Script Variables Advanced UI Features Managing the activity log Monitoring customer communications 15 Personalizing Home Page Moving content around Removing Content Adding Content Adding reports 16 8

9 Working with List View To personalize list columns click on the Gear Icon to the left of the column names. 17 Advanced Filtering Sorting Filter out / show matching Incident drop down menu Pre-saved filters Group by Setting number of rows returned Personalizing lists Boolean logic filtering Saving filters Use the down arrow for advanced filtering/sorting and other options 18 9

10 Javascript Variables Javascript javascript:getmygroups() javascript:gs.getuserid() Description List of my groups (you may belong to more than one group). Find tickets associated without yourself. 19 Advanced UI Features Collapsing/Expanding Tabs Changing from Tabs to List View Collapsing/Expanding multi-line text boxes 20 10

11 Manage Activity Log Filtering entries Expanding entries 21 Manage Activity Log How to set reminders alert How to delete reminders On Hold Status Scheduled Future Appointment 22 11

12 Monitoring Customer Communications Within an Incident, you can view all communications through the activity log. The Envelope indicates correspondence to the customer. To view the mail contents, click on the plus symbol. 23 Monitoring Customer Communications To send an to the user, use the the Customer Button

13 Monitoring Customer Communications An to any queue alias (e.g. netmanager) that is from an address that matches a customer record creates an incident s that do not match a customer record go into the Draft Incidents mailbox, monitored by the Service Desk 25 Queue Manager Activities Facilitate Escalation Across Groups Service Level Targets SLAs and Metrics Timelines 26 13

14 Service Level Target charts Service Level Targets - Production Incidents Service Level Targets - Generic Requests 27 SLAs and Metrics Timeline SLA Tab Metrics Tab Metrics Timelines 28 14

15 Queue Manager Activities Reporting and Analysis Base System Reports Reports Screen Advanced Reporting 29 Reporting and Analysis The following are Base System Reports within Service Now: Open Incidents by Priority Open Incidents by Category Opened Incidents this month by Priority Closed Incidents this month by Category Incident Breakdown All Incidents by Assignment All Incidents by Category All Incidents Closed By Performance by Category Performance by Priority Performance by Tech 30 15

16 Reports Screen From the reports screen you can also create new reports and perform ad hoc queries on data in ServiceNow. Click the New button next to Global reports and a blank report is shown. You may now add whatever ad hoc criteria you require to create your own report. 31 Advanced Reporting Modify existing report Configuring reports Filters and order Saving reports Scheduling reports Exporting data Make gauge In order to continually improve the Incident Management process, it is possible to gather the information collected by the platform and present the data in reports. You must have the ITIL role in order to do so

17 Queue Manager Activities Templates Relationships 33 Templates Applying Templates Creating Templates Saving Templates 34 17

18 Relationships Searching for related Incidents 35 Queue Manager Activities Maintaining Group Membership Navigate to User Administration > Groups. Click the group to which you want to assign/modify the user. In the Group Members related list, click Edit. Select the user in the Collection list, and then click Add. Click Save

19 Queue Manager Activities Maintain current Escalation and On-call contact details Escalation and On-call Lists Keep information current changes to 37 Q & A Where to get help huit.harvard.edu/itsm Where you can practice with the tool harvardtest.service-now.com Mail is NOT enabled How to give us your feedback itsm@harvard.edu Training class evaluations Link from huit.harvard.edu/itsm 38 19

20 CONGRATULATIONS! Thank You for taking the time to attend this training If you have comments, questions or feedback please Materials on HUIT.harvard.edu/itsm Videos coming soon! 39 20