nicole crémel, elias alvarez, john hefferman (snow developers) it / service management 16/07/2013...

Nicole Crémel IT-DI-SM 1

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

Nicole Crémel,Elias Alvarez, John Hefferman (SNOW developers)IT / Service Management

16/07/2013


Why?Use Service-now:

Full integration with the CERN Service Catalogue (SEs and FEs) and the Service Management processes

Similar and coherent User Interface (Service-now web forms)

Possible creation from other processes (Incidents, Changes, …)

Web implementation with the Service Portal replacing several web sites (2 Drupal sites for IT and GS SSB, 2 SharePoint sites for C5 reports and Alerts)

Tool and Service Portal both available even if CC is down

The Drupal SSB was presented (2 years ago) as a “temporary” solution, waiting for a more definitive solution with Service-now and with the Service Portal

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What ?In addition:

Integration of “Service Reports” (C5, C3) and alerts in the same project

Coherent approach for all service-related information: SSB, Service Reports (C5/C5) and Alerts

Possibility, in the SSB, of user-defined views (Personal pages for Service Status per building, service, …)

Different levels of access (visibility parameter)

The Service Portal, focal point for end users, to be used for all “services information” (SSB, Service Reports and CERN Alerts)

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How and When … Implementation

Use out-of-the-box ‘task_outage’ record (+ customized for the project)

Same record used for all (SSB, Service Reports and Alerts)

N.B. ‘task_outage’ record is referred after as “OTG record” (OTGnnn)

Timeframe

Today: version for tests available in ‘cerntraining’ for all ITIL users( https://cerntraining.service-now.com)

Production: end summer (September?) Start with SSB (Service Reports / Alerts soon after)?

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


Service Status Board Outage Record

Publication Scope : SSB Publication Type:

Major Incident / Planned Intervention / Service Change

Moderation Make it lighter and only do post-checking (after publication)

(Note: today 75% is force-published and 95% require no change)

Visibility CERN or Public

Views (pages on the web) Predefined views (same pages/views as in current SSB) Additional “Personal” views customizable by all users (if they want/need)

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C5/C3 Service Reports Outage Record

Publication Scope : Service Report Publication Type:

Major Incident / Planned Intervention / Service Change / Information

Visibility Restricted

(C5 group who have currently access to the C5 web site)

Workflow similar to current implementation After meeting secretary compiles comments, generates pdf and publishes in

Indico (as simple as in current SharePoint implementation)

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Alerts

Outage Record Publication Scope : Alert Publication Type:

Major Incident / Planned Intervention / Service Change / Information

Visibility Most often CERN

Publication policy to be established Meanwhile no change

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How it looks like in the Portal

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All sites available in the menu “Service Information” in the portal


SSB in the Portal (CERN SSB)Service Status for CERN

For all services (SEs) defined in the catalogue

• As in current SSB, 4 pre-defined “views” (via tabs):

1. Summary (previously called “Home page”)

2. Major Incidents3. Interventions4. Service Changes

• (+) Possibility to add “customized” views (personal pages)

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For display on TV screens possibility to toggle off the “top banner”


Computing SSB (IT SSB)

Select entry to see details:e.g, “AIS DB is down” …/… next slide

Only for services related to “computing”

Pre-built “view” with a filter on all services (SEs) related to “computing” (IT, GS-AIS, GS-ASE…)

• As in current SSB, 4 pre-defined “views” (with tabs):

1. Summary (previously called “Home page”)2. Major Incidents3. Interventions4. Service Changes

• (+) Possibility to add “customized” views

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SSB – Display one entry (portal)

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Entry selected “AIS DB is down”

SSB article is formatted as in the current site


SSB Creation of customized view (portal)

Give a name

Define your filters as you wish, for your own customized view (personal view)

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Service Reports in the Portal – Top page

Select “Service Reports for IT” (or “Service Reports for GS”, we can add more if needed …)

Select date of the report you want to see:e.g. 5 July…/… next slide

Top page with all dates for the meetings

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C5 reports for IT available in the Service Portal


Service Reports in the Portal – One entry

Entry selected “2013-07-05” (i.e. Service Report for that day)

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Note: page is currently organized by organic units (in tabs) but can be organized differently, e.g. by services


Alerts in the Portal

Select entry to see details:e.g, “Blood donation …” …/… next slide

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Possibility to see in the portal all alerts (past and future)


Alerts in the Portal – One entryEntry selected “Blood donation …”

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Tool Application “SSB, Service Reports and Alerts”

In the Service-now tool and application navigator (left column), search “ssb”:

To submit publication (SSB, Service Report or Alert):

Create OTG record

Single or multiple publication scopes (one record can be created for the SSB and/or a Service Report and/or an Alert)

Form displayed / to be filled by the supporter create a new record ‘OTGnnnn’

All (OTG / SSB / Service Reports / Alerts):

list all OTG records with this publication scope

Created by me / for my FEs:

list all OTG records created by me (login name) or with a FE where I am a supporter

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Outage Record (Create OTG record)

Section 1

Section 2 / 3 (tabs)

Section 4

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4 sections:

1. Main parameters ( = Required field)

2. Publication scope

3. Publication content

4. “Actions” (Submit / Clone / Save)


Outage Record (Create OTG record) – Parameters

Description of all parameters at:https://cerntraining.service-now.com/service-portal/article.do?n=KB0002052

N.B. Short description for each parameter also displayed inside the OTG form with “mouse-over” help text

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https://cerntraining.service-now.com/service-portal/article.do?n=KB0002052




Outage Record (Create OTG record) – FE and SE

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Service(s) affected / Service element / Functional element:as soon as one value is provided (FE or SE), other values are “computed” from the catalogue:• Service(s) affected -> display by default list of SEs with relations A+ or A (possible to suppress values, or

to select other values with a relation B or C)• Service element / Functional element -> only values with defined relations SE<->FE can be selected


Edit (Modify) OTG record via the portal (1)

Link “Edit” available from the portal, when opening one entry Possibility to edit all OTG records directly via the portal(similar to KB edition)

Example 1: for SSB record

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Edit (Modify) OTG record via the portal (2)

Example 2: for Service Report record

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Secretary can add an “additional comment” on this record


Create OTG record from an Incident

“Create outage” (context menu / right-mouse click)

New OTG record automatically created and pre-filled, supporter must complete it (main parameters / Publication scope / Publication content)

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Demos

Create OTG records for the 3 types of publication (one record with multiple scopes): SSB, Service Report and Alert

Show the 3 publications on the (relevant) web pages

Show how to build a customized view for the SSB in the portal

Create a SSB publication from an INC or from a CHG, edit and save the OTG record and show it in the portal

Create a SSB publication via the “clone” button and show it in the portal

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Questions and/or comments?

More demos?

Plan for production

• Please make tests on cerntraining:feedback to service-desk (FE “IT Service Information”)

• Training sessions end August

• Production September? (SSB first)

Thanks for coming and for your attention!

16/07/2013

nicole crémel, elias alvarez, john hefferman (snow developers) it / service management 16/07/2013...

Documents

service portal

ssb service reports

use service

service reports c5c5

servicerelated information

menu service information

portal cern ssb service

service reportpublication