5/17/2013

1

ServiceNow Queue Manager Training

Incident & Request Management with ServiceNow

itsm@harvard.eduMay 2013

Queue Manager Training v.6

Agenda

Introduction

The Queue Manager Role

Leading Service Excellence

Queue Manager Activities

Q&A

2

5/17/2013

2

Introduction

3

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

The Queue Manager Role

4

Activities & Resources

Customer updates

Update group membership

Update on-call information

Accountable

5/17/2013

3

The Queue Manager Role

5

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

Apply HUIT Values to Our Work!

6

• User-focused• Innovative

• Collaborative• Open

• With Our Customers• With Our Teams

UCIO

5/17/2013

4

Leading Service Excellence

7

Getting information

Obtaining a service

Having a problem solved

Customers’ Practical Needs

• Ask Questions

• Summarize the need

• Recommend appropriate solutions

Guidance:

Leading Service Excellence

8

Feeling valued, important, respected

Being heard, understood, cared-about

Being involved in the process and decisicions

that affect them.

Customers’ Personal Needs

Guidance:

• Maintain or enhance self-esteem

• Listen and respond with empathy

• Don’t interrupt

5/17/2013

5

Leading Service Excellence

9

Relationships

Process

Results

Leading Service Excellence

10

To recognize good work

To provide Immediate correction

Give Feedback:

5/17/2013

6

Leading Service Excellence

11

12

If your actions inspire others to dream more,

learn more, do more and become more, you are a

leader.John Quincy Adams

5/17/2013

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

5/17/2013

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

5/17/2013

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

18

Use the down arrow for advanced

filtering/sorting and other options

5/17/2013

10

Javascript Variables

Javascript Description

javascript:getMyGroups() List of my groups (you may belong to more than one group).

javascript:gs.getUserID() 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

5/17/2013

11

Manage Activity Log

• Filtering entries

• Expanding entries

21

Manage Activity Log

• How to set reminders

– Email alert

• How to delete reminders

• On Hold Status – Scheduled Future Appointment

22

5/17/2013

12

Monitoring Customer Communications

• Within an Incident, you can view all e-mail communications through the activity log.

23

The Envelope indicates correspondence to the

customer.

To view the mail contents, click on the

plus symbol.

Monitoring Customer Communications

• To send an e-mail to the user, use the Email the Customer Button.

24

5/17/2013

13

Monitoring Customer Communications

• An e-mail to any queue alias (e.g. netmanager) that is from an e-mail address that matches a customer record creates an incident

• E-mails 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

5/17/2013

14

Service Level Target charts

27

Service Level Targets - Production Incidents

Service Level Targets - Generic Requests

SLAs and Metrics Timeline

• SLA Tab

• Metrics Tab

• Metrics Timelines

28

5/17/2013

15

Queue Manager Activities

Reporting and Analysis

Base System Reports

Reports Screen

Advanced Reporting

29

Reporting and Analysis

• 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

30

The following are Base System Reports within Service Now:

• All Incidents by Category

• All Incidents Closed By

• Performance by Category

• Performance by Priority

• Performance by Tech

5/17/2013

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

32

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.

5/17/2013

17

Queue Manager Activities

Templates

Relationships

33

Templates

• Applying Templates

• Creating Templates

• Saving Templates

34

5/17/2013

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.

36

5/17/2013

19

Queue Manager Activities

Maintain current Escalation and On-call contact details

Escalation and On-call Lists

Keep information current

E-mail changes to itsm@harvard.edu

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

5/17/2013

20

CONGRATULATIONS !

• Thank You for taking the time to attend this training

• If you have comments, questions or feedback please e-mail ITSM@harvard.edu

• Materials on HUIT.harvard.edu/itsm

• Videos coming soon!

39