Applicable Doc. 11 - ITSM-Tool-Quick-Start-Guide.pdf

ITSM Tool Quick Start Guide For limited release during pre-Go Live March 23, 2018 | IT Operations and Services

OFFICE OF INFORMATION AND TECHNOLOGY

IT Operations and Services

FOR INTERNAL USE ONLY ITSM Tool Quick Start Guide | i

Table of Contents Topic 1 Create an Incident

Topic 2 Monitor Status of an Incident

Topic 3 Create Request for a User from Portal

Topic 4 Monitor Status of a Request

Topic 5 Work on an Incident

Topic 6 Ticket is complete 3 days after ticket resolution

Topic 7 Escalate an Incident to Tier 2

Topic 8 Fulfill Request

Topic 9 Find a Knowledge Article to Help You with an IT Question

Topic 10 Attach a Knowledge Article to an Incident

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Topic 1 Tester Group: General Users /Tier 0 Topic: Create an Incident Directions: Create an Incident through the Your IT Services Portal.

Step # Action Results

1 Open Google Chrome Web Browser Browser opens successfully

Navigate to Your IT Services Portal using this link:

https://vaoitpreprod.service-now.com/va

Your IT Services Portal page is displayed upon successful access

3 Select "Ask for Help" indicated by a triangular exclamation icon

Create Incident Record is displayed

Complete incident record by entering information for the following fields:

Requestor Phone Number: (XXX)

XXX-XXXX

Preferred Contact Method Urgency Please describe your issue

Select "Submit" button

Your incident record has been reported and submitted

In the page header, upper right corner, select "Your Name, and select "View all Requests" to view your “Incidents”

Displays "My Requests" view of submitted incidents including Requested Items and Incidents, also indicates Incident record number

In the page header, upper right corner, select your name and logout, or close browser if access was automatic

You have now logged out of the Your IT Services Portal, or browser is closed https://vaoitpreprod.service-now.com/va

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Topic 2 Tester Group: General Users /Tier 0 Topic: Monitor Status of an Incident Directions: Monitor an Incident status through the Your IT Services Portal.

Step # Action Results 1 Open Google Chrome Web

Browser Browser opens successfully

2 Navigate to Your IT Services Portal using this link:

https://vaoitpreprod.service-now.com/va

Your IT Services Portal page is displayed upon successful access

3 In the page header, upper right corner, select "Your Name" and select “View all Requests”

Displays "My Requests" view of submitted Incident Requests under “Incidents”, also indicates Incident Record Number

4 To view more details > Select on the “title” hyperlink of the Incident under "Incidents"

The ticket form with status and related information is displayed

5 To add more notes to the ticket form, move mouse to the top of the ticket information, add more notes to the ticket and select "Send"

New note is posted to the ticket thread

6 At the bottom right of the ticket form, select the paper clip next to "Attachments" to add an attachment related to the ticket

Attachment is appended to the ticket

7 In the page header, upper right corner, select your name and logout, or close browser if access was automatic

You have now logged out of the Your IT Services Portal, or browser is closed

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Topic 3 Tester: Tier 0 Topic: Create Request for a User from Portal Description: As an end user, a service request can be made through Your IT Services Portal

Step # Test Action Results 1 Open Google Chrome Web

Browser Browser opens successfully

2 Navigate to your IT Self-Service Portal using this link:

https://vaoitpreprod.service-now.com/va

Your IT Services Portal page is displayed upon successful access

3 Select "Make a Request", indicated by a blue shopping cart icon

Service Catalog is displayed

4 Select "General Request", indicated by green shopping cart icon

General Request Item form is displayed

5 Complete form by entering the following required information:

Requested for Phone Number:

(XXX) XXX-XXXX

Requested for Email Address Date needed by (MM-DD-YYYY) Location Supervisor (First, Last name) Description Business Justification

Select "Submit" button

Request submitted successfully and redirected to the ticket reported form with status and related ticket details displayed

6 In the page header, upper right corner, select "Your Name" and select “View all Requests”

Displays "My Requests" view of submitted General Request, also indicated under “Requested Item” with Requested Item record number

7 In the page header, upper right corner, select your name and logout, or close browser if access was automatic

You have now logged out of the Your IT Services Portal, or browser is closed

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Topic 4 Tester: General Users /Tier 0 Topic: Monitor Status of a Request Description: As an end user, a Request status can be monitored through the Self- Service Portal

Step # Test Action Results

1 Open Google Chrome Web Browser

Browser opens successfully

2 Navigate to Your IT Services Portal using this link:

https://vaoitpreprod.service-now.com/va

Your IT Services Portal page is displayed upon successful access

3 In the page header, in the upper right, select "Your Name" and select "View all Requests"

Displays "My Requests" view of created requests

4 Select the title link of the request under "Requested Items" to view more details

The ticket record form with status and related information is displayed

5 On the top navigation select "Requests" to view, also indicated by record number

Displays "My Request" view of created Requests

6 Select the title of the “Requested Items” to view more details

The ticket form with status and related information is displayed

7 Below the “A generic request form” there is a bar to add more notes to the ticket, place additional notes and select "Send"

New notes are posted to the ticket thread

8 At the bottom right of the ticket form, select the paper clip next to "Attachments" to add an attachment related to the ticket

Attachment is appended to the ticket

9 In the page header, upper right corner, select your name and logout, or close browser if access was automatic

You have now logged out of the Your IT Services Portal, or browser is closed

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Topic 5 Tester: Tier 1 Topic: Work on an Incident Description: As an ITIL user, I can successfully submit and add a Knowledge Article (KA) and notes to an incident ticket

Step # Test Action Results

1 Open Google Chrome Web Browser

Browser opens successfully

Navigate to the Service Desk portal using this link:

https://vaoitpreprod.service-now.com

Service Desk page is displayed upon successful access

Once call is received and user is identified by First and Last name, navigate to Service Desk > Callers by typing “callers” into the filter navigator in the left navigation.

Enter the user's last name in the “Go to” Search box (near the middle of the top of the page) using “last name” until found. Press Enter to search.

Correct User is identified and found.

Select the link of the user's last name to display their ticket history and display the New button on the Incident tab to create a ticket.

User profile is displayed along with list of other tickets the user has submitted.

Select New button below the incident tab and the Incident New Record [ITIL view] creation form is displayed.

Incident - New Record [ITIL view] form displays.

Enter test data in the following required fields:

Number: auto populated Requestor: should be yourself Location: Select your location Category and Subcategory: Pick based on your notional issue.

Short Description:

Contact type:

Ticket data entered successfully.

Fields indicated are correctly auto populated.

https://vaoitpreprod.service-now.com/

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In the top navigation, upper left, select the tribar icon indicated by three horizontal lines to the right of the back arrow, and select "Save"

Ticket saved and Knowledge Articles (KA) can be attached now.

Email has been sent to user of new incident created.

Enter "PIV" in "Short description" and select the applicable KA by selecting the underlined title link ("Tier 1 - PIV: Troubleshoot PIV Issues")

Knowledge Article list appears. The best article for the issue related to PIV is selectable and instructions are given within.

In the top right of the KA preview, select "Attach to Incident"

KA is attached to the ticket and will be available to read for the VA end user.

Confirmation message displays at top that it was attached.

Select save again to clear the work notes and then Include notes to user in Work Notes: “User needs help with PIV” Select “Update”

The User page with incident list is displayed.

Select the same incident # link in the left “number” column.

Notes appear in the activity log within the Notes tab below “Related Search Results”

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Topic 6 Tester: Tier 1 Topic: Ticket is complete 3 days after ticket resolution Description: As an ITIL user, 3 days after I resolve a ticket, the ticket status (state) is automatically changed to “Complete”

Step # Test Action Results 1 Open Google Chrome Web Browser Browser opens successfully

Navigate to the Service Desk portal using this link: https://vaoitpreprod.service-now.com

Service Desk page is displayed upon successful access

Once call is received and user is identified by First and Last name, navigate to Service Desk > Callers by typing “callers” into the filter navigator in the left navigation. Enter the user's last name in the “Go to” Search box (near the middle of the top of the page) using “last name” until found. Enter to search.

Correct User is identified and found.

Select the link of the user's last name to display their ticket history and display the New button to create a ticket.

User profile is displayed where you can display other tickets the user has submitted.

Select New button below the incident tab and the Incident creation forms is displayed.

Incident - New Record [ITIL view] form displays.

Enter test data in the following required fields:

Number: auto populated Requestor: should be yourself Location: Select your location Category and Subcategory: Pick based on your notional issue.

Short Description:

Contact type:

Ticket data entered successfully.

Fields indicated are correctly auto populated.

In the top navigation, upper left, select the tribar icon indicated by three horizontal lines to the right of the back arrow, and select "Save"

Ticket saved and Knowledge Articles (KA) can be attached now.

Email has been sent to user of new incident created.

Enter "PIV" in "Short description" type enter and select the applicable KA by selecting the underlined title link ("Tier 1 -

Knowledge Article list appears.

The best article for the issue related to PIV is selectable and

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PIV: Troubleshoot PIV Issues") instructions are given within.

In the top right of the KA preview, select "Attach to Incident"

KA is attached to the ticket and will be available to read for the VA end user.

Code popping up when KA attached;

[code]<p style="font: 10pt/12pt Verdana, sans-serif; margin-right:

15px; margin-left: 25px; font-size-adjust: none; font-stretch: normal;"> </p> Confirmation message displays at top that it was attached.

Select save again to clear the work notes and then Include notes to user in Work Notes: “User needs help with PIV” Select “Update”

Notes will be visible to VA user upon save.

Note generated INC #

11 Resolve the incident by either selecting Resolve on the top right of the screen, or by changing the State to Resolved and selecting Update.

The incident will change to a resolved state.

12 Wait 3 days INC # Leave the ticket in resolved status for three days

13 Check for the resolved ticket to be in Closed state by navigating to Service Desk > Incidents > sort number field by the INC number.

After the three days wait period, the INC state will be changed from Resolved to Closed state and cannot be updated.

Scroll down to next scenario

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Topic 7 Tester: Tier 1 Topic: Escalate an Incident to Tier 2 Description: As an ITIL user, I can successfully escalate an incident ticket

Step # Test Action Results

1 Open Google Chrome Web Browser

Browser opens successfully

Navigate to the Service Desk portal using this link:

https://vaoitpreprod.service-now.com

Service Desk page is displayed upon successful access

Once call is received and user is identified by First and Last name, navigate to Service Desk > Callers by typing “callers” into the filter navigator in the left navigation.

Enter the user's last name in the “Go to” Search box (near the middle of the top of the page) using “last name” until found. Enter to search.

Correct User is identified and found.

Select the link of the user's last name to display their ticket history and display the New button to create a ticket.

User profile is displayed where you can display other tickets the user has submitted.

5 Select New button, and Incident creation forms is displayed.

New Incident form displays.

Enter test data. >> Number: auto populated Requestor: should be yourself Location: complete Contact Type: Phone Category: Pick a category Short description: Enter topic of ticket like "password"

Ticket data entered successfully.

Fields indicated are correctly auto populated.

7 Select Save button. Ticket saved and KAs could be attached now.

Search by short description again, and pick a knowledge article by selecting the underlined link > Then select attach to Incident button.

Knowledge article is attached and green confirmation text is displayed at top of form.

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Since it has been determined that this ticket needs to be escalated to Tier-2, the assignment group should auto-populate based on the location selected in the ticket along with the category/subcategory and configuration item. When escalating do not select an “Assigned to” value.

Ticket will be routed to Tier-2.

10 Select Update. Ticket is submitted and will be routed to Tier-2 Support.

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Topic 8 Tester: Tier 1 Topic: Fulfill Request Description: Fulfill a request from the Enterprise Service Desk (Tier1) for general requests

Step # Test Action Results 1 Open Chrome Browser Browser opens successfully

Navigate to the Service Desk portal using this link:

https://vaoitpreprod.service-now.com

Service Desk page is displayed upon successful access

Navigate to Self Service > Service Catalog > Additional Services > General Request Item

General Request Item Form is displayed

Fill in required information (notional request) as indicated by an asterisk.

Fields populate successfully.

Select blue Order Now button in the upper right-hand corner under the “search catalog” box.

Request is submitted, confirmation that request was submitted, RITM# is given, and Stage graphic (with check marks for each stage) is given.

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Topic 9 Tester: Tier 0 (End user with no roles in ServiceNow) Topic: Find a Knowledge Article to Help You with an IT Question Description: As an end user, browse for a knowledge article on the Self-Service Portal

Step # Test Action Results 1 Open Google Chrome Web Browser Browser opens successfully

2 Navigate to Service Now https://vaoitpreprod.service-now.com/va

The Service Portal page is displayed

3 Select "Browse Support" indicated by the purple light bulb.

The Knowledge Base Search Page is displayed

You have a question about a certain service category – select the Software link in the “Categories” box on the left

A listing of software-related knowledge articles will be displayed on the right side of the screen

Select, “What should I do if I am having Issues related to Primavera Team Member, Primavera Web Access, or Primavera Pro?”

A knowledge article by the same title authored by Walter Brame with 30 or more views is displayed.

Scroll down past the article and you can select Helpful? – Yes or No and then rate the article based on how helpful it was for helping you to solve your IT problem.

The Yes/No button will be removed after you select it and a banner will be displayed saying, “Thank you for your feedback” after you select on the star rating.

Now you want to check what articles others have viewed to ensure you are up to date on the latest IT Service information so you stay on the same page, scroll all the way down and identify the “KB Top Viewed” on the right. Select the Knowledge Article, “How do I digitally sign and encrypt emails in Outlook 2010/ProPlus?”

A knowledge article by the same title authored by Walter Brame with 95 or more views is displayed.

Now use the bread crumb feature at the top of the page “Home>Knowledge Base>Software>COTS>Desktop>” and select on “Home” to return to the IT Services Portal.

“Your IT Services” Portal home page will be displayed.

Now search for help by typing in the search box labeled, “How can we help?”

Type, “I need help with O365 Exchange Online”

As you are typing several solution articles are displayed below the search box.

https://vaoitpreprod.service-now.com/va https://vaoitpreprod.service-now.com/va?id=kb_article&sys_id=037cf25ddb778b00da3330ca7c9619fc https://vaoitpreprod.service-now.com/va?id=kb_article&sys_id=037cf25ddb778b00da3330ca7c9619fc https://vaoitpreprod.service-now.com/va?id=kb_article&sys_id=037cf25ddb778b00da3330ca7c9619fc https://vaoitpreprod.service-now.com/va?id=kb_article&sys_id=037cf25ddb778b00da3330ca7c9619fc https://vaoitpreprod.service-now.com/va?id=kb_article&sys_id=3c7c725ddb778b00da3330ca7c9619ea https://vaoitpreprod.service-now.com/va?id=kb_article&sys_id=3c7c725ddb778b00da3330ca7c9619ea https://vaoitpreprod.service-now.com/va?id=kb_article&sys_id=3c7c725ddb778b00da3330ca7c9619ea

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Select “What are some frequently asked Questions about Office 365?

A knowledge article by the same title authored by Walter Brame with 15 or more views is displayed.

Now use the bread crumb feature at the top of the page “Home>Knowledge Base>Software>COTS>Desktop>” and select “Knowledge Base” to return to the Knowledge Base Search page and keep learning!

The Knowledge Base Search Page is Displayed.

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Topic 10 Tester: Tier 1 (ITIL User with access to key function to resolve tickets in ServiceNow) Topic: Attach a Knowledge Article to an Incident Description: As a Service Desk resolver, select and attach a knowledge article to an incident to help a user resolve the incident.

Step # Test Action Results 1 Open Google Chrome Web Browser Browser opens successfully

2 Navigate to Service Now (https://vaoitpreprod.service-now.com)

The resolver homepage is displayed

Type “incidents” in the filter navigator in the navigator bar on the left side of the page and select the “Incident” under the “Service Desk” – NOT the incident under the “Self-Service”

A list of incidents is displayed

Search for an incident that you entered earlier in the service portal by using the “Go To” search box at the top of the page in the middle. Select Go To “Requester” and then type your first name and last name (middle initial if applicable) in the search box.

A list of incidents you submitted in the service portal will be displayed.

Select an incident that you entered earlier in the Tier 0 Incident guide by selecting on the linked incident number (number column)

The tool will display the incident page for the incident number you selected.

Under the “work notes” field you the “Related Search Results” button will be displayed – select the button

Knowledge articles related to the incident topic (from the short description field) will be listed.

Identify the knowledge article which makes the most sense to resolve this incident and select on the “Attach” button to the right of the article

The article will appear in the work notes field and a notification banner will appear at the top of the page showing that the knowledge article has been added to the “customer visible” additional comments field (this field is below the knowledge article recommendations).

8 Scroll down to the Notes tab below the list The knowledge article

FOR INTERNAL USE ONLY ITSM Tool Quick Start Guide | 15 of knowledge articles and select the “Post” button just below the “Additional Comments (Customer visible)” field.

contents will be added to the activity box below the Additional comments field.

Select the “update” button in the upper right corner of the page and then Leave this browser open.

The list of incidents will be displayed again.

Open another browser window and go to the main service portal:

https://vaoitpreprod.service-now.com/va

The main service portal will display. Your name in the upper right hand corner will be displayed

Select on the number next to your name in the upper right-hand corner of the portal and select “View all requests”

A list of Requested Items and another list of Incidents will be shown on the page.

Select the incident which you just attached a knowledge article to by selecting on the linked incident title e.g. “I am having problems with Microsoft Word”

The Ticket Form page for the incident will be shown along with the knowledge article contents listed on the right side of the two column section.

In the field marked “Type your message here…” at the top of the incident box, type, “Thanks this resolves my incident” and press send.

Your message will be displayed at the top of the two column section.

Return to the ServiceNow Tier 1 instance that you left open, refresh the browser and select the same incident number for the incident you have been working with for this exercise.

The incident page for your incident will be displayed

Scroll down to the Notes tab and “Activity” section; your email note “Thanks this resolves my incident” will be displayed.

Then select the “Closure Information” Tab to the right of the Notes tab (under the “Related Search Results”) and select “Solved (Work Around)” for Resolution Code and type “Customer resolved with Knowledge Article” in the “Resolution Notes”

The words you typed will display in the resolution code and resolution notes fields

Select the “Resolve” button in the upper right hand corner of the page

An Information Message will be displayed: “Incident INC00#### has been resolved”

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