Service Management Orientation Program

Partha Chatterjee

IS Service Management Lead

Phillip Morris International

Agenda
Introduction to Service Management
ITIL V3 Overview
Service Now Overview
Incident Management (Service Request)

ITIL V.3 Service Management

A set of specialized organizational
capabilities for providing value to
customers in the form of services
Capabilities include processes and
functions for managing services over a
lifecycle

At PMI the ITIL Service Management provides a comprehensive and consistent set of
best practices for Service Management, promoting a quality approach to achieving business
effectiveness and efficiency in the use of information systems

Definitions
ITIL Terminology
Service

User
Service Provider

Service Desk

Description
A local grouping of functionalities made available through the combination of
hardware and software Config items
Ex: IMDL Application for PMI, HR2U-HCM Application for PMI
A person who uses the service on a daily basis.
A person who is responsible for the day to day delivery and support of the
service
Ex: Nicolas Ray for WLS Application for PMI
Performs 1st level investigation and analysis of user requests; acts as single point
of contact for users in any matter concerning IS/IT Ex: IBMIN-DESK

SLA (Service Offering)

Service Level Agreement is an agreement between a Service Provider and a

customer about the level at which a specific service is to be provided

SLO

Service Level Objective is a minimum level specified in a SLA which a service

provider has committed to provide the customer atleast with this level of service

Service Request

A request from a user for support from the Service Provider organization

CI

Configuration Item is a hardware or software component that is part of the

infrastructure Ex: Service-Now

Impact

The extent to which the availability of a service is affected Ex: High, Medium

Incident

An occurrence where some or all of a service's functionality is either not

available, or where its response time exceeds the objectives specified in the SLA,
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for one or more customers

Service Management Process Model (ITIL V3 aligned)

Incident
Any event which is not part of the standard operation of the
service and which causes, or may cause, an interruption or a
reduction of the quality of the service.
Objective: Restore normal state IT service operations as quickly
as possible to minimize the adverse impact on business
operations.

A Service Request (category Incident) is a formal request for

assistance in case of incident occurrence

Service-now Overview

SR Categories
Incident
Request for Information
Request for Change
Complaint

Impact Levels
High
Medium
Low
None
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Incident Lifecycle and Status

Assigned
In Progress
Waiting
for

The responsibility for the resolution of the incident has been

assigned to a specific group or member.
The incident is being resolved.
The incident pending according to reason for waiting:
The Reason for Waiting options are:
1. Pending Change
The incident has been passed to change management for
resolution of the incident .
2. Supplier Feedback
A supplier company has been asked to assist with the
resolution of the incident .
3. User Feedback
The user has been requested to provide additional
information in order to proceed with the resolution of the

Incident Lifecycle and Status (Cont)

Completed

The work on the resolution of the incident has come to an end

because of the reason specified in the Closure Code field.
The Closure Codes are:.
Solved (Permanently) - A permanent solution was provided.
Solved (Workaround) - A permanent solution was not provided and
problem management assessment might be required.
Not Solved (Gone) - It was not necessary to provide a permanent
solution as the request was withdrawn by the user or because the
symptoms do not exist any longer and is not possible to reproduce.

Resolved
Closed

Not Solved (Unable) - It was not possible to provide either a

permanent solution or a workaround because none was found or
because the incident was in conflict with standards/practices. For
the
thebeen
userinformed
must agree
no of
further
action isofrequired
Theformer
user has
viathat
e-mail
the solution
the incident
however
problem
management
might be required.
and has been
requested
to verifyassessment
if it is satisfactory.
The user has accepted the solution of the incident
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Service Now Clock Pause Conditions:

Awareness - Clock Pause Conditions in Service Now.msg

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Homepage
1. Menu Modules

5. Gauges: Lists, Charts, News, Links

2. Menu Options

6. Header (static)

3. Menu - Search

7. Link to the Homepage(s), Print

4. Homepage

8. Global Text Search

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3

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Navigation Panel
1. Quick search for module and option

2. Module to manage your daily work

3. List of all active tasks assigned to me
4. Tasks by type assigned to me
5. List of active Tasks assigned to a specialist
in my group(s)

6. List of active Tasks assigned to my

group(s) but not yet assigned to a
specialist

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_
_
_

List
2

5
6

1. Filter options
2. Search field
3. Group by
4. Sort
5. Real Time Charts
6. Export function
7. Snapshot Info displayed on Mouse Over action
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List
1. Show Matching function
2. Filter Out
3. Assign to Me

1
2
3

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Personal Filter
New filter can be set and applied the next time you log in
Expand the filter at the top left of any list to select your filters
Multiple criteria can be used, as in the following example: show me
only the Assigned Incidents where the Impact is High

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Personal Filter
Personal filters can be saved by pressing

New personal filter will be available in Filters menu item

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Labels
Labels can be assigned to a task by right-clicking on the
record line and selecting the relevant label or creating a
new one:

Labels are displayed at the top of the left menu:

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List Export
Export -> Columns displayed will be exported to Excel,
CSV or PDF file. Some examples in the following slides.

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List Export
Excel:

PDF:

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Columns
New column can be added to the list by clicking the following icon
In the windows displayed, select the columns you want to add as well
as the order in which you wish to display them

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Columns
At any time you may reset your personalized list by ticking
the Reset to column defaults checkbox

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Global Search

The Global Search field is located at the upper right

corner of the Header. Enter the key words to search

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Global Search
If you enter the number of an incident, problem, change,
etc, it will directly jump into the right record

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Adding an Attachment
To attach a document click on the paperclip at the top right
corner of your screen

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Service-now overview
Exercises

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Service-now Overview Exercises

Exercise 1
Sort the users list using Filter out and Show matching
Save your filter
Personalize the column layout
Export the list of all service requests of category request for information in
PDF Detailed Landscape

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Service-now Overview Exercises

Exercise 2: Warm-up Questions
How many medium impact Service Requests?
How many normal Changes?
How many Problems with closure code invalid?
How many useful Services that are for the business area Operations and
global SAP?

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Incident Management

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Incident Management Overview

- DEFINITIONS

Incident (Service Request)

Major Incident
High impact incident on a Top Critical Service (TCS)

Top Critical Service (TCS)

Within the scope of IS services, whose unavailability or severe
degradation for up to 2-3 days could cause serious harm to PMI's
business, the TCS is a list of selected IS services defined by senior IS
management whose importance to PMI's business warrants the highest
attention be paid to ensuring the sustainability of the key business
processes supported by these IS services.

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Incidents
The list of Incidents, Service Request of Category = Incidents,
can be found at:
1. My Daily Work / My Tasks
2. My Daily Work / My Work / Service Request

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2

3. My Groups/ Assigned Work

4. My Groups/ Unassigned Work

Or in the Overview Module

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Incident Handling

If the incident is reported to a supplier

1.

Select this supplier in the Supplier field,

2.

Fill out the incident number

To put the resolution on hold

3.

Set the status to "Waiting for"

4.

Set the Reason for Waiting

3
4

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2

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Assigned Incidents

Once an incident has been assigned to you

1.

Set the Status Incident to Active, once you start working with the incident

If the Incident has been wrongly assigned to you,

2.

Specify the reason for rejecting the incident in the Work Notes (internal) field

3.

Click on the Reject

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Completing Incidents
1.

Review CI field with the definition of the CI originating the Incident

Select the special CI with the code NORECORD if the CI has not yet been registered.

Select the special CI with the code N/A if no specific CI is concerned.

2.

Describe how the incident has been resolved in the Closure Notes field.

3.

Set the Incident Status to Completed, with the appropriate Closure Code

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2

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Using CI MAP
To determine the affected CI, you can use the CI Map
smart icon to visualize the CI composing the Service.

Use the maps options to

identify the affected CI
(expand, levels to
display, ).
Right-click on a CI and
select Set as CI.
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Reassign the Service Request

If the Service Request requires a Change
1. Provide information on Work Notes (internal)
2. Select the Change Coordinator in the Assigned to field

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Incident Management
Exercises

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Incident Management Exercises

Exercise

Review the incident assigned to you for diagnosis and resolution.

Set the incident status on hold as you are waiting for a supplier
feedback.
Update the incident with the feedback from the supplier.
Resume the incident resolution and request a change to resolve
it.

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Self Service Portal

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Important Links
Link to SNOW:
http://service-now.app.pmi

Supporting Materials:
http://workpoint.app.pmi/teams/ISTS1/ISOGSA/Global%20Service
%20Delivery/IBMCOMM01-SNOW%20Menu%20Modules.ppt
http://workpoint.app.pmi/teams/ISTS1/ISOGSA/Global%20Service
%20Delivery/IBMCOMM02-Self%20Service%20Request%20Catalog.ppt
http://workpoint.app.pmi/teams/ISTS1/ISOGSA/Global%20Service
%20Delivery/IBMCOMM03-Waiting%20for%20(Stop%20the%20Clock).ppt

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