ServiceNowOverview

Mindy JacobsTechnical Trainer IIDCRI IT Training & DocumentationTechnology & Data Solutions Group

What is ServiceNow?§ Duke’s IT service management

solution

§ Replacing Footprints for submitting, tracking, and managing facilities- and technology-related requests and incidents (we’ve already been using it for some requests and incidents!)

§ New platform for submitting eHire, eTransfer (new), and eTermtickets

What Workflows are Affected?

§ Any user submitting facilities requests

§ Any user submitting service requests and incidents

§ Managers using HR Apps – eHire, eTransfer, eTerm

§ Technology & Data Solutions (TDS) Change Management process

§ HR workflow

§ Facilities workflow

§ CTMS Support workflow

What will NOT Change

You can still contact theDCRI Service Desk directly

to submit a request or incident

by phone by email919.668.8916 dcriservicedesk@duke.edu

OR

§ Friday, October 26 evening: Footprints will no longer permit the creation of new tickets (existing tickets will remain in Footprints for ~ 60 days)

§ October 29: Employees who wish to submit Service Desk tickets directly in the system will need to submit tickets in ServiceNow, rather than Footprints

ServiceNow Learning Center

https://dcrihome.dcri.org/IT/Pages/LearningCenters/sn.aspx

ServiceNow Learning Center

https://dcrihome.dcri.org/IT/Pages/LearningCenters/sn.aspx

Duke Health IT Portal Overview Knowledge Base Article for Non-ITIL Users (link on Learning Center)

https://duke.service-now.com/ess/knowledge_article.do?sysparm_article=KB0023416

Creating and Tracking Tickets in ServiceNow

https://duke.service-now.com

You can access

ServiceNowvia mobile app(Download app

for iOS or Android devices

Search for “servicenow”)

Or access the mobile-friendly

website via mobile device!

You do not need to be on the DCRI

network to access ServiceNow!

Web application! Go to the URL

“Duke Health Portal”

Global issues listed here

Click Learn IT to search through

knowledge base articles

Managers use these tools

ITIL Users go straight to ServiceNow

Submitting a Facilities Request

Submitting a Facilities Request

Step 1: Click DCRI Facilities

Keep in Mind

§ There are two other options for facilities-related issues – DCRI Pest Control and DCRI Plumbing/Water Issues

§ Complete form in a single session, don’t click browser’s Back button –will erase your work!

§ Fields marked with red asterisk are required

§ Quickly jump to required fields using red boxes under Required information

https://duke.service-now.comClick Get IT, click DCRI

Submitting a Facilities Request

Step 2: Complete the form

• Select the Building where service is needed

• Enter the Room or Work Station # (enter further details, if needed, in the Location needing service field)

• Select the Facilities Service Needed from the drop-down list

• Prompted for more info as needed

• Add an attachment (optional)

Step 3: Submit your request

• Click Request Now (or Submit)

• You are presented with an Order Status page – take note of the RITM (Request Item) number

• Note: If you submitted a plumbing or pest control request, you will see an Incident page – take note of the INC number

• You will receive a confirmation email containing the ticket information

Submitting a Facilities Request

Submitting Other Types of Tickets

Understanding Requests and Incidents§ Request

– You ask for something you do not have or do not have access to currently

– Requests start with the letters RITM– Requests break down into one or more

TASKS

§ Incident– A service issue (loss of funtionality with

something you proviously had access to)– Incidents start with the letters INC

Submitting an Incident

Step 1: Go to ServiceNow Portal and click Fix IT

Remember, instead of following these steps, you can still simply send an email

to or call the DCRI Service Desk to submit the incident!

Step 2: Complete the form

Gray text under each field for more details

Known system problems appear in the slider across the top of the page -Do not enter an incident for a known problem

For immediate help, select Chat or Phone

Always select DHTS Service Desk as the group

Add supporting documents/images by clicking Add attachments

The DCRI Service Desk is now technically known as

“Research Support,” a part of the DHTS Service Desk

Submitting an Incident

Step 3: Submit the form by clicking Submit

The Incident page opens. Take note of the INC number. You will also receive an email with a link to your ticket

Tracking your Ticket§ Go to the Duke Health Portal and click My IT

(you can also click the link in your email)

§ Click My Requests or My Incidents, and then click the ticket’s link

Remember…

Requests start with RITM, and may contain one or

more TASKS

Incidents start with INC

Viewing the Ticket

§ The Stage (Request) or State (Incident/Task) field displays the current status of the ticket

§ The Closed field (Incident) tells you if the ticket is still open

§ Scroll down to the Activity area of a Request to view overall progress

§ At the bottom of the Request window, the Catalog Tasks link takes you to the individual Tasks for the request. This is where agents work on your Request.

Adding a Message

§ Available on all tickets except HR and eProposal

§ Type a name in the User communication list field, wait for and then select that name

§ Scroll down to the Activityarea and type a message in the text box.

§ Click Post.

The message appears in the Activity area of the ticket and is emailed to the person to whom the ticket is assigned

ANDto those listed in the User communication list

Other Changes/Edits You Can Make

§ Change Attachments – click the paper clip icon in the top right corner

§ Change the Initiator of an Incident – select the new name from the Caller (Incident) or Requested for (Request) drop-down list

§ Resolving an Incident – Click Resolve Incident at the bottom left corner (only for Incidents, not for Requests)

Refer to the ServiceNow After You Submit a Ticket (Non-ITIL user) QRC

for more details

Saving Your Changes

Click the Save button at the bottom right corner

OR

You will be prompted to Save or Discard when you try to exit the ticket

Exporting Tickets to PDF

§ In the upper left corner, click the three-line “hamburger” button

§ Select an Export to PDF option

Questions from Non-ITIL Users regarding general use of ServiceNow?

Quiz! (sort of)

1. What is ServiceNow replacing? Footprints 2. When is the cut-over happening? October 29th

3. Can you still call or email the Service Desk to submit a ticket? YES!!!

4. Where can you go to find lots of helpful resources like QRCs and training videos?

The ServiceNowLearning Center found on the DCRI Pulse!

5. What kind of ticket starts with RITM? Request6. What kind of ticket do you submit

when your computer monitor catches on fire (and after you’ve followed fire safety procedures)?

Incident

You Passed!

ServiceNow Training§ ServiceNow: Overview – 10/15, 10/19, 10/24

§ ServiceNow: Using HR Apps – 10/22 and 10/31– For people managers and/or ITIL users, in addition to all involved in

administrative process of hiring, transferring, or terming employees (e.g., staff assistants)

§ ServiceNow: Handling Incidents & Requests – 10/23, 10/25, and 10/29– For ITIL users (employees who regularly enter, process, and close tickets). – ServiceNow Office Hours for ITIL Users (managing tickets):

• 10/29, 9-noon, DC.837 (no WebEx)• 10/29, 1-4 pm, NP.LLTR (no WebEx)

§ Functional Group-focused Sessions– ServiceNow for CTMS Support Group – 10/19 (by invitation only)– ServiceNow for Facilities Group – 10/25 (by invitation only)– Service Now: TDS Change Management – 10/26 and 10/30

Sign up for classes via the Duke LMS. All sessions include WebEx.

Thank you!

Questions?

Contact the DCRI Service Desk (“Research Support”)

919-668-8916

dcriservicedesk@duke.edu