SERVICENOW

Promedica Service Catalog/Request

TRAINING OBJECTIVES

• Train IT Staff how to use the Service Catalog to

submit and complete requests for goods and

services using the Service Now Portal.

• Submit Incidents, Requests and check the

status of your requests using the ESS/Employee

Self-Service portal.

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REQUEST OVERVIEW

• Steps involved with completing a Request:

– 1. Open request

– 2. Add tasks and assignments

– 3. Update and complete tasks

– 4. Close tasks and requested items

– 5. When Requested Item is closed the request is

completed.

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GETTING STARTED

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Navigate to https://promedica.service-now.com

Login using your AD User name and Password

For training, please use: https://promedicatest.service-now.com/

Request Terminology/rules of operation

Each REQUEST has a single REQUESTED ITEM (1-1 relationship)

TASKS are assigned to the REQUESTED ITEM not the Parent Request.

Many TASKS can be assigned to a REQUESTED ITEM.

Each TASK can be assigned to different support groups.

All TASKS must be closed before the REQUESTED ITEM can be closed.

Once all TASKS have been closed the REQUESTED ITEM will auto-close the

Parent Request and send an email notification to the requestor and affected

user.

WHAT IS A SERVICE CATALOG?

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A Service Catalog is a list of available technology

resources and offerings within an organization.

• Requests for goods or services and Security Requests

can be made through the Service Catalog.

• There are 3 ways to access the Service Catalog:

1. Type Service in the Application manager text box.

2. Under the Self-Service module

3. Under the Service Catalog module.

CREATE A REQUEST

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1. Under Self-Service/ Service

Catalog select Request to start a

new request.

2. Your name is auto-populated in the

Submitted By box.

3. Enter name of the person the

request if for.

4. Add a detailed description of the

item or service you are requesting.

If requesting services from more

than one support group make each

a separate task as showing in the

example above.

5. Copy/Paste any approvals here.

6. Assign the task to a support group.

7. Click ADD and repeat if requesting

more services or items.

8. Click on the paper clips to add

attachments at the Item level.

9. After all items and services

pertaining to this request are

entered click Order to submit the

request.

MONITORING REQUESTS

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After submitting a Request there are several places to monitor the status of

the request, requested items and tasks.

1. Requests submitted by you

can be viewed under your

Homepage or My Requests.

2. Requests, Requested Items

and Tasks can be viewed by

selecting the desired view

under the Service Catalog

module.

3. My Work displays a list of

tasks that have been assigned

to you. My Groups Work will

display tasks assigned to your

support group that have not

been assigned to a specific

person.

UPDATING REQUESTED ITEMS

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1. In the Service

Catalog module

select ITEM to see

a list of all

Requested Items.

2. Click on the Item #

to open to item.

UPDATING REQUESTED ITEMS CONT.

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3. Add Configuration Item if it

exists – click on magnifying

glass to search.

4. State of Item can be Open,

Work in Progress or Closed.

5. Add names of people that want

to receive an email with status

updates pertaining to this

request.

6. Add any additional comments.

7. Click Update to Save changes

8. To add a new task click Add and

fill out another task and assign it

to the appropriate support group.

See Example

ADD NEW TASK

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1. Enter Configuration Item if

applicable.

2. Enter a short description of task.

3. Enter more detail in the

description.

4. Attach files if needed.

5. Assign to a support group

Click Submit to add and save new

task.

CLOSING TASKS

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1. Select ITEM from Service Catalog

menu, Click on the Item# and

Scroll to the bottom of the page to

see the Tasks that are assigned

to this Request. Tip - A more

direct path to viewing the task list

is to select Task from the Service

Catalog menu as shown in the

example above.

2. Select Task # to open the task.

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CLOSING TASKS CONT.

3. Assign the task to

yourself.

4. Enter a description of

the task you

performed in the work

notes.

5. Select Close Task.

CLOSE THE REQUEST

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1. IT staff must monitor their

requests and associated tasks.

Once all Tasks are completed

the requestor communicates

with the customer and confirms

the request is complete. Drilling

into the Requested Item will

show which tasks are still open.

2. When all Tasks are completed,

the Requested Item will auto-

close and change the State to

Closed Complete.

ESS PORTAL

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• The ESS (Employee Self-Service) portal is a customer-facing site that will enable our customers to enter

Incidents without calling the IT Service Desk. This will replace the current Heat Self-Service.

• IT Staff can submit Requests and Incidents via the ESS but it is recommended that IT staff utilize the full

ServiceNow portal to make use of the advanced functionality.

• Important - Non-IT users cannot submit Requests via the ESS. The Request option will not be visible to them.

• Non-IT users can check the status of a request opened on their behalf.

• Paramount users have a Paramount Request option that is only available to staff in the Paramount Security group.

The Promedica Self Service Portal is available at the following URL:

https://promedicatest.service-now.com/ess/ (for training)

https://promedica.service-now.com/ess/ (production)

It will also be available on the MyPromedica Applications page as well as the new IT Page.

EMPLOYEE SELF-SERVICE PAGE

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1. Order Things is the menu

where goods or services can

be requested.

2. To create a Request or

Security Request select the

desired link. Note – these

options are only available to

IT Staff.

3. All users can check the

status of Requests opened

on their behalf by selecting

Request Status.

4. Get Help Menu is a shortcut

to check the Status of open

incidents or requests.

5. Select Something Broken

to open a new Incident. All

Users have access to this.

6. All users can check the

status of incidents opened on

their behalf by clicking on

Issue Status.

IT Staff View of the ESS

Non-IT users will not see the Request or Security

Request options.

ESS PORTAL REQUEST

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• Non-IT users will not be submitting Requests via ESS. They can submit requests by

contacting their CSA or calling the Service Desk.

• The Request feature is only visible to IT staff.

1. Selecting the Request link under Order

Things will open the same request

form that is used in the full ServiceNow

Portal. Fill it out the same way and

then select Order Now to place your

order.

2. The Request status allows the

“Requested on Behalf of” person to

check the request status.

ESS PORTAL INCIDENT

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1. The person submitting

the incident - set to this

value by default.

2. If the incident is being

reported for someone other

than the user entering the

request put there correct

name here.

3. Enter a contact phone

number.

4. Short description of the

issue.

5. Add PCID or Equipment

# if available.

6. Describe the issue in

more detail.

7. Selecting Submit

creates the incident ticket.

Filling out the Incident Form on the ESS

REVIEW

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After completing this training you should be able to perform the

following steps:

1. Open a request

2. Add new tasks to a requested item

3. Update and complete tasks

3. Monitor tasks

4. Close tasks and requested items

5. Submit Incidents, Requests and check the status of your

open requests and incidents using the Employee Self-

Service Portal.