Supported by the GlobalNOC at Indiana University

Most PopularMost popular assets for this branch of the site.
  1. Network-Request
  2. Change Management Form
  3. Incident/Problem
Recent ChangesRecently edited assets for this branch of the site.
  1. Network-Request
  2. Incident/Problem
  3. Change Management Form

ServiceNow-Documentation


Here you'll find I-Light's documentation for using ServiceNow



Network-Request

Keywords: Network Request, task, Ticket

 

GlobalNOC – New Network Request – Service Now 

The following defines a New Network Request and documents the process flow and proper handling of a New Network Request within the I-Light network.

New Network Request: Any request for new configuration or an update in configuration for an existing I-Light member.

 

Anatomy of a New Network Request 

A New Network Request, in Service-Now, is abbreviated as REQ. An REQ has an underlying structure that organizes the goals and actions for completing the REQ.

REQ: Highest level entity of the New Network Request. REQ is the first record created when a Member requests new configuration or updates to configuration within their existing infrastructure.

Request Item (RITM): RITM(s) are subcomponents of the REQ that specify individual goals necessary to complete the REQ.

Task (SCTASK): SCTASK(s) are subcomponents of the RITMs that identify the specific actions needed to fulfill the RITM. Network Engineering will deal mostly with SCTASKS.

NOTE: Currently, REQs, RITMs, and SCTASKs have a 1-to-1 relationship. When a REQ is created, a corresponding RITM and SCTASK will be created automatically. In terms of I-Light Network Engineering REQs, for the time being, there will only be one RITM and one SCTASK that correspond to any given REQ.

Swimlane Process for Network Requests

Swimlane

Creation and Assignment of a New Network Request (REQ) 

Creation:

REQs are created in one of three ways:

-       Member creation via the Network Request Web Form

-       Service Desk creation as a result of a phone call or email received from a Member

-       Engineering Creation directly in Service-Now

Assignment:

After a REQ is created, the corresponding RITM and SCTASK will automatically be created. The SCTASK is then assigned to a network engineer via round-robin.

Once the request is completed, network engineers will focus on completing the SCTASK.

How To: Engineering Creation directly in Service-Now

  1. Log into Service-Now
  • Select your Organization – example: TOP/NORMAL-ACCESS/I-LIGHT

 

Pic01

 

       2. Use the “Filter navigator” to find the Requests menu

  • Filter for Request
  • Under Service Catalog select Requests

 

Pic02

 

       3. Open a new Request

  • Use the blue, New button to start a new request.

 

Pic03

       4. Select the organization for this request.

  • Choose the organization where the requested updates/changes will take place.
  • In this example, I-Light will be used.

 

Pic04

 

       5. Select the type of request

  • This article is specifically about Network Requests
  • Choose Network Request

 

Pic05

       6. Complete the Network Request form:

  • Complete the Network Request form. Be sure to complete the fields that are marked with a red asterick – these are required fields. When the field has been completed, the asterick will turn gray. See example.
  • I’ve left the request description field incomplete to illustrate the red vs gray asterick. Please complete all required fields before clicking Submit.
  • NOTE: Quantity will always be “1”.

 

Pic06

Request successfully completed.

NOTE: Remember, the request we just created was an example of direct creation in Service-Now. Members and the SD can also create these requests which will result in RITMs and, most importantly, SCTASKs being assigned via round-robin.

Now that the request has been submitted, the RITM and SCTASK will be created and the SCTASK will be assigned to a Network Engineer via round-robin.

 

Maintenance and Completion of an SCTASK

You should now find that you, or a colleague, have been assigned a new SCTASK. The following will introduce SCTASKs and instruct engineers on how to maintain and complete the SCTASKs assigned to them.

Below you can see that there are two SCTASKs assigned to members of the NetEng team. One of these tasks is the task that was created from our Network Request example:

 

Pic07

 

How To: Updating and Completing an SCTASK

       1. Open the SCTASK by clicking on the SCTASK number.

 

Pic08

       2. Review and Update SCTASK Details:

  • Review all attributes and update as required.
  • Be sure that the required categories are appropriately filled out. Update Short description and Description to describe the work being done in the SCTASK.

 

Pic09

       3. Review Variables to understand your SCTASK

  • Review the Contact Information to determine who made the request and how you can contact them for follow up.
  • Review the Request Details to understand what needs to be done to complete your SCTASK.

 

Pic10

       4. Track progress in Activity Log

  • As you work through and make progress on your SCTASK, please post updates using the Work notes (Internal) section. After completing a note, use the Post button to add it to the Activity Log.

 

Pic11

       5. As you continue to make progress within your SCTASK, continue to update the Work notes (Internal).

 

       6. Saving progress in an SCTASK

  • After you’ve reviewed and updated your SCTASK, you’ll want to Save and/or “Update” the SCTASK to solidify your changes.
  • There are two buttons that allow you to solidify your changes. These buttons, Save and Update, are located at the top right of your SCTASK window and also down below the Activity Log and Closure Information tabs.
  • Save: This button writes your changes to the SCTASK and then keeps you in your current view so you can continue to work on the SCTASK.
  • Update: This button writes your changes to the SCTASK, however, it then takes you out of the SCTASK and to the previous page you were viewing.

 

Pic12

 

 

Pic13

       7. Update Next Action Item & Next Action Date/Time

  • After you reviewed and or updated your SCTASK, please take some time to update your Next Action Item. This is the next action that you plan to take the next time you visit this SCTASK.
  • When updating your Next Action Item, also update when you plan to take this next action with the Next Action Date/Time.

 

Pic14

Continue to work on your SCTASK, repeating steps 4 - 6 until the SCTASK has been completed. Once completed, move on to step 7 to close out your SCTASK.

       8. Closing an SCTASK

  • In the SCTASK details, at the top of the page, change the State of your SCTASK to Closed [Complete, Incomplete, or Skipped].
  • Next, scroll down to the Closure information tab at the bottom of the SCTASK page.
  • Complete the Close notes and select an appropriate Close Code (required once the state has changed to Closed)
  • Then, Save or Update.

 

Pic15

 

Pic16

 



Change Management Form

GlobalNOC – Change Request – Service Now

The following defines a Change Request and documents the process flow and proper handling of a Change Request within the I-Light network.

 

Anatomy of a Change Request

A New Network Request, in Service-Now, is abbreviated as REQ. An REQ has an underlying structure that organizes the goals and actions for completing the REQ.

Change Request (CHG): A request made by Network Engineering to schedule network maintenance and to prompt the notification of affected and/or potentially affected members. A change request prompts the ServiceDesk to take the action of scheduling the maintenance and notifying the members per the information in the change request.

 

Creation and Assignment of a Change (CHG)

Creation:

There three ways for CHGs to be created:

-       Engineering creation via the online Change-Creator tool

-       Engineering creation from within an Incident Record

-       Engineering creation from within a Problem Record

 

Assignment:

After a CHG is created, the corresponding xxxx and xxxxx will automatically be created. The ServiceDesk will take their required action of verification, scheduling, and notification.

Engineering will continue to work directly in the CHG until completion.

 

How To: Engineering Creation via the online Change-Creator

        1. Open a web browser

       2. Complete the form, paying close attention to the required fields. The Change-Creator form requires thorough and detailed completion.

  • Starting at the top, with the Request Type, select the team where the change will be made - Network or Systems. 
  • Contact Information section, review that your contact information has been correctly filled in.
  • Lastly, be sure to select the appropriate Organization. In this example, we'll be using I-Light

Pic01

       3. Next, let’s look at the Change Request Basic Details. Complete the required fields (denoted by red asterick).

  • Be sure to select UTC as your time zone.
  • If this CHG relates to an existing ticket, record this as the Related Ticket Number
  • In the Urgent Change field, select No
  • Change Requested by and Change Implemented by can be different people. For instance, if you requested the change but another engineer will be completing the maintenance, indicate that in these fields.

 

Pic02

 

 

       4. Moving on, we’ll need to complete the Change Procedure Details

  • Please be as detailed as possible when completing the three required fields; Method of Procedure (MOP), Back-Out Plan, and Test Plan

 

Pic03

       5. Next, please complete the section Potential Impact and other Change Miscellanea

  • Complete the Risk Impact Analysis, Wording to Community, and Expected Impact boxes to appropriately detail how the network and members may be affected by the maintenance work.

 

Pic04

       6. Lastly, complete the remaining fields to indicate further impact and possible documentation and systems updates that may be required as a result of your change

  • Click Submit Request upon completion

 

Pic05

 

How To: Maintaining and Completing a Change Request

       1. Find and open the Change Record that you've created from the Change Request Form. 

  • You can do this by selecting the link given immediately after submitting the Change Form. 

Pic06

  • You can also find the Change Record by searching My Taskmon and/or My Groups Taskmon to see where the Change Record was assigned. 
  • This isn't the case at the moment ^ .. You have to search directly for the CHG.

Pic09

       2. Once you're in the Change Record (CHG), be sure to update the required fields. 

  • You'll find two fields that need to updated - Maintenance Type & Source of Impact
  • Note: Source of Impact

 

Pic08

       3. Before you get too far into the implementation phase, I'd like to point out that your recently created CHG Record has prompted tasks for others to complete. Scroll down to the very bottom of the page and find the last section with tabs Change Tasks, Approvers, Problems, Incidents Pending Change, Incidents Caused By Change, and Tasks

  • Let's look at the Change Tasks tab. Here you'll see a few tasks that have been created for others, mainly the Service Desk, to complete. For example, there should be a task for verifying the Maintenance Calendar and times for the CHG work to occur. You should hear back from the Service Desk shortly after creating the Change Form for this verification task. 

Pic11

       4. Ok, let's get to work on this CHG record. Please review the information in the CHG before starting work. You should find that the info matches what you fed into the online Change Form described above. At the bottom, you'll notice a section with tabs Description, Schedule, Vendor, Planning, Notes, and Closure Information, from here is where you'll continue to track and add notes as you work through the CHG. 

  •  Let's look specifically at the Notes section. If you need to update the CHG as you're working through it, please update the Additional comments section and be sure to check the box Work notes (internal), if your updates aren't meant for the customer. 

Pic10

How To: Closing a Change Record. 

After completing the Change, please follow these steps for correctly closing the CHG. 

       1. In the same section shown above, navigate to the Closure Information tab. 

  • Update the Change Code to reflect the closure status
  • Fillout the Close notes with as much detail as possible. 
  • Save/Update and you're done!

Pic12

 



Incident/Problem

GlobalNOC – Incident / Problem – Service Now

The following defines Incidents and Problems and documents their relationship and process flow for proper handling. 

NOTE: Engineering will never direcly create an Incident. Incidents will be greated by the ServiceDesk. The majority of the time incidents will be created based on alarms. 

Problems & Incidents: Defintion and Relationship

Incident (INC): An incident is a network event that requires troubleshooting. Incident records will be created by the Service Desk, prompted mostly by network alarms. Engineering will be assigned a TASK from within the Incident. Engineering will work only in the TASK to complete their investigation.

Problem (PRB): A Problem is an overarching issue that is negatively affecting the network and/or the Members. Problems and Incidents are related in that an Incident may be a symptom of an overarching "Problem". 

Relating Incidents and Problems: While investigating an Incident, Engineers may realize that the Incident is related to a larger issue. In this case, the Engineer should create a Problem record and link the Problem to the original Incident. Or, there's the possibility that a number of Incidents arise and Network Engineering recognizes a resemblance between said Incidents. In this case, a Problem record should be created with the Incidents linked. 

  • Creating a Problem from an existing Incident will automatically link the Incident to the problem. 
  • If you've created a new Problem by itself, you can easily add an Incident to the Problem with the tabulated section at the bottom of the Problem. 

NOTE: Incidents and/or Problems may warrant the need for a CM to be submitted. CM's will need to be submitted via the web form ONLY. Please DO NOT create a CM from the Incident or Problem itself.

 

Completing an Incident TASK:


In an Incident Task, it's easy to track and complete your Incident investigation. 

       1. Open your from Taskmon 

  • Select you TASK by the task number link. 

Pic01

       2. Review the details of the TASK and start work. 

  • Verify that the Short description and Description have enough information to start troubleshooting the Incident. 
  • As you make progress, keep your detailed notes in the Additional Comments section, being sure to select Work notes (Internal) if the comments are internal only. Use the Post button when ready to add your new comments. 

Pic02

       3. When the work has been completed and all notes recorded in the task, close the TASK.

  • Closing a TASK is as simple as selecting Close Task at the bottom of the page. 

Pic03

At this point, you're done with this TASK. The Service Desk will pick up from here and complete the Incident. 



Your request has been completed.