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Service Management Expansion for Improved IT Operations

Explore the preview of new features in SSB, C5 reporting, and alert facility in SNOW for efficient service management. Benefit from full integration with CERN Service Catalogue and similar user interfaces. Enhance service status boards, reports, and alerts with user-defined views and various access levels. The Service Portal acts as the central hub for all service-related information, ensuring a coherent approach. Discover the implementation timeline and features of outage records, publication scopes, and visualization options across different portals.

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Service Management Expansion for Improved IT Operations

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  1. Nicole Crémel,Elias Alvarez, John Hefferman (SNOW developers)IT / Service Management Preview of new SSB, C5 Reporting and Alert facility in SNOW Nicole Crémel IT-DI-SM

  2. Why? Nicole Crémel IT-DI-SM Use Service-now: • Full integration with the CERN Service Catalogue (SEs and FEs) and the Service Management processes • Similar and coherent User Interface (Service-now web forms) • Possible creation from other processes (Incidents, Changes, …) • Web implementation with the Service Portal replacing several web sites (2 Drupal sites for IT and GS SSB, 2 SharePoint sites for C5 reports and Alerts) • Tool and Service Portal both available even if CC is down • The Drupal SSB was presented (2 years ago) as a “temporary” solution, waiting for a more definitive solution with Service-now and with the Service Portal

  3. What ? Nicole Crémel IT-DI-SM In addition: • Integration of “Service Reports” (C5, C3) and alerts in the same project Coherent approach for all service-related information: SSB, Service Reports (C5/C5) and Alerts • Possibility, in the SSB, of user-defined views (Personal pages for Service Status per building, service, …) • Different levels of access (visibility parameter) The Service Portal, focal point for end users, to be used for all “services information” (SSB, Service Reports and CERN Alerts)

  4. How and When … Nicole Crémel IT-DI-SM • Implementation • Use out-of-the-box ‘task_outage’ record (+ customized for the project) • Same record used for all (SSB, Service Reports and Alerts) N.B. ‘task_outage’ record is referred after as “OTG record” (OTGnnn) • Timeframe • Today: version for tests available in ‘cerntraining’ for all ITIL users( https://cerntraining.service-now.com) • Production: end summer (September?) Start with SSB (Service Reports / Alerts soon after)?

  5. Service Status Board Nicole Crémel IT-DI-SM • Outage Record • Publication Scope : SSB • Publication Type: Major Incident / Planned Intervention / Service Change • Moderation • Make it lighter and only do post-checking (after publication)(Note: today 75% is force-published and 95% require no change) • Visibility • CERN or Public • Views (pages on the web) • Predefined views (same pages/views as in current SSB) • Additional “Personal” views customizable by all users (if they want/need)

  6. C5/C3 Service Reports Nicole Crémel IT-DI-SM • Outage Record • Publication Scope : Service Report • Publication Type: Major Incident / Planned Intervention / Service Change / Information • Visibility • Restricted (C5 group who have currently access to the C5 web site) • Workflow similar to current implementation • After meeting secretary compiles comments, generates pdf and publishes in Indico (as simple as in current SharePoint implementation)

  7. Alerts Nicole Crémel IT-DI-SM • Outage Record • Publication Scope : Alert • Publication Type: Major Incident / Planned Intervention / Service Change / Information • Visibility • Most often CERN • Publication policy to be established • Meanwhile no change

  8. How it looks like in the Portal All sites available in the menu “Service Information” in the portal Nicole Crémel IT-DI-SM

  9. SSB in the Portal (CERN SSB) • Service Status for CERN For all services (SEs) defined in the catalogue • As in current SSB, 4 pre-defined “views” (via tabs): • Summary (previously called “Home page”) • Major Incidents • Interventions • Service Changes • (+) Possibility to add “customized” views (personal pages) For display on TV screens  possibility to toggle off the “top banner” Nicole Crémel IT-DI-SM

  10. Computing SSB (IT SSB) • Only for services related to “computing”  Pre-built “view” with a filter on all services (SEs) related to “computing” (IT, GS-AIS, GS-ASE…) • As in current SSB, 4 pre-defined “views” (with tabs): • Summary (previously called “Home page”) • Major Incidents • Interventions • Service Changes • (+) Possibility to add “customized” views Select entry to see details: e.g, “AIS DB is down” …/… next slide Nicole Crémel IT-DI-SM

  11. SSB – Display one entry (portal) Entry selected “AIS DB is down” SSB article is formatted as in the current site Nicole Crémel IT-DI-SM

  12. SSB Creation of customized view (portal) Give a name Define your filters as you wish, for your own customized view (personal view) Nicole Crémel IT-DI-SM

  13. Service Reports in the Portal – Top page C5 reports for IT available in the Service Portal • Select “Service Reports for IT” (or “Service Reports for GS”, we can add more if needed …) Top page with all dates for the meetings • Select date of the report you want to see:e.g. 5 July…/… next slide Nicole Crémel IT-DI-SM

  14. Service Reports in the Portal – One entry Note: page is currently organized by organic units (in tabs) but can be organized differently, e.g. by services Nicole Crémel IT-DI-SM Entry selected “2013-07-05” (i.e. Service Report for that day)

  15. Alerts in the Portal Possibility to see in the portal all alerts (past and future) Select entry to see details: e.g, “Blood donation …” …/… next slide Nicole Crémel IT-DI-SM

  16. Alerts in the Portal – One entry Nicole Crémel IT-DI-SM Entry selected “Blood donation …”

  17. Tool Application “SSB, Service Reports and Alerts” Nicole Crémel IT-DI-SM In the Service-now tool and application navigator (left column), search “ssb”: • To submit publication (SSB, Service Report or Alert): Create OTG recordSingle or multiple publication scopes (one record can be created for the SSB and/or a Service Report and/or an Alert)Form displayed / to be filled by the supporter create a new record ‘OTGnnnn’ • All (OTG / SSB / Service Reports / Alerts): list all OTG records with this publication scope • Created by me / for my FEs: list all OTG records created by me (login name) or with a FE where I am a supporter

  18. Outage Record (Create OTG record) 4 sections: Main parameters ( = Required field) Publication scope Publication content “Actions” (Submit / Clone / Save) Section 1 Section 2 / 3 (tabs) Section 4 Nicole Crémel IT-DI-SM

  19. Outage Record (Create OTG record) – Parameters • N.B. Short description for each parameter also displayed inside the OTG form with “mouse-over” help text Nicole Crémel IT-DI-SM Description of all parameters at:https://cerntraining.service-now.com/service-portal/article.do?n=KB0002052

  20. Outage Record (Create OTG record) – FE and SE • Service(s) affected / Service element / Functional element: • as soon as one value is provided (FE or SE), other values are “computed” from the catalogue: • Service(s) affected -> display by default list of SEs with relations A+ or A (possible to suppress values, or to select other values with a relation B or C) • Service element / Functional element -> only values with defined relations SE<->FE can be selected Nicole Crémel IT-DI-SM

  21. Edit (Modify) OTG record via the portal (1) Example 1: for SSB record Link “Edit” available from the portal, when opening one entry  Possibility to edit all OTG records directly via the portal (similar to KB edition) Nicole Crémel IT-DI-SM

  22. Edit (Modify) OTG record via the portal (2) Secretary can add an “additional comment” on this record Nicole Crémel IT-DI-SM Example 2: for Service Report record

  23. Create OTG record from an Incident • “Create outage” (context menu / right-mouse click) • New OTG record automatically created and pre-filled, supporter must complete it (main parameters / Publication scope / Publication content) Nicole Crémel IT-DI-SM

  24. Demos Nicole Crémel IT-DI-SM • Create OTG records for the 3 types of publication (one record with multiple scopes): SSB, Service Report and Alert • Show the 3 publications on the (relevant) web pages • Show how to build a customized view for the SSB in the portal • Create a SSB publication from an INC or from a CHG, edit and save the OTG record and show it in the portal • Create a SSB publication via the “clone” button and show it in the portal

  25. Questions and/or comments? Nicole Crémel IT-DI-SM • More demos? • Plan for production • Please make tests on cerntraining:feedback to service-desk (FE “IT Service Information”) • Training sessions end August • Production September? (SSB first) Thanks for coming and for your attention!

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