Attachment_J.8_ServiceNow_CMS_Asset_and_Procurement_User_Guide.docx

ServiceNow User Guide for Asset and Procurement (Requesters) Version 1.0 4/24/2018

Table of Contents

list of figures

Who should use this User Guide?

This user guide is intended for all users requesting a purchase request through the CMS ServiceNow Asset and Procurement process. Each chapter covers major activities in the process, and most process participants may be involved in these activities at any particular time.

Staff should also be familiar with the detailed Asset and Procurement Process Description and its contents, which provides information about roles & responsibilities, policies and other important guidance.

Document Change Log This document change log describes the Asset and Procurement process and the associated technical specifications as designed for CMS’s ServiceNow environment and will highlight changes to the process and/or tool that may address new capabilities as a result of:

· Tool upgrades, improvements and revisions

· Process enhancements and changes

· Related ITSM process implementation/integration The following table details all historical updates to this document:

Figure 1: Document Change Log

VOLUME 1: ASSET AND PROCUREMENT 4/24/2018 4/24/2018November 3, 2017

Design Accurate purchase order information is important for invoice tracking, receiving, and reporting in the ServiceNow platform. The Asset and Procurement process designed for CMS enables users with an appropriate procurement role to manage purchase order information for assets. It also provides direct access to service catalog requests. You can create purchase orders directly from the service catalog.

An agent can also create a new contact or new account directly from the case form without having to leave the form view. The process to be followed during the procurement of an asset is outlined in the sections below.

Purchase Request States The state of a purchase request indicates the current lifecycle of the request record. A purchase request begins in a Pending Approval state. When the request has been approved, the state will move to an Approved state. When the Asset and Procurement process has been completed, the state of the request will move a Closed Complete state. Below is a breakdown of each of the purchase request states established for the CMS Asset and Procurement process.

Figure 2: Purchase Request States

Creating Purchase Requests New purchase requests are initiated from the Service Catalog. Users who need to create purchase requests will perform the following steps to create a purchase request:

1. Navigate to Self-Service < IT Services Catalog

· Click on the IT Services Catalog to display the IT Services Homepage.

Figure 3: IT Services Catalog

2. The Service Catalog homepage will be displayed. Select the Purchase Request category from the homepage.

3. From the Purchase Request category screen select from any of the options listed under the Related Category section:

Figure 4: Purchase Request Category Screen

a. For the Hardware category, (7) additional related category options listed:

Figure 5: Hardware Category Screen

b. Clicking on any of the related categories will display a categorized breakdown of different hardware options:

Figure 6: Hardware Accessories Screen

c. Clicking on any one of the hardware items from the related categories options will display the following form:

NOTE: Fields with a red asterisk are mandatory fields that must be completed before you can submit the purchase request.

Figure 7: Hardware Accessories Form – Laptop Security Lock

d. For the Software category, (14) software items will be displayed:

i. Selecting on any of the software items will display a form similar to the above hardware item form.

Figure 8: Software Category Screen

e. For the Maintenance Contracts and SSL Certificates category, (4) items will be displayed:

i. Any of the maintenance contracts and SSL Certificates items will display a form similar to the hardware form.

NOTE: The SSL Certificate and Service Maintenance Contract items will display an additional field specific to these items.

Figure 9: Maintenance Contracts and SSL Certificates Category Screen

f. For the Non-Standard Purchase Request, the Non-Standard Purchase Request item will be displayed:

Figure 10: Non-Standard Purchase Request Category Screen

g. Clicking on this item will display a blank non-standard purchase request form:

i. This form will be used for those purchase requests that fall outside of the Hardware, Software, or Maintenance Contracts and SSL Certificates category.

4. Under the Non-Standard Purchase Request form header, the following fields will be auto-populated based on the name of the current logged in user:

a. Requested For

b. Requested For Email

c. POC (User)

d. POC Email Address NOTE: A breakdown of the form fields and sections will be described below in Section 2.3

Figure 11: Non-Standard Purchase Request Form Header

5. Any field with a red asterisk, such as the Contract Number (Cost Center) field, indicates a mandatory field. Mandatory fields must be completed before you can submit the purchase request.

6. Fields with a magnifying glass icon indicate a reference field. Reference fields store a reference to a field in another table. The Contract Number (Cost Center) field is a reference to the Cost Center table.

Figure 12: Contract Number (Cost Center) Field

7. If the Cost Center is known you can enter this value in the Contract Number (Cost Center) field or you can click on the magnifying glass icon to display a list view of all cost centers.

Figure 13: Cost Center Table

8. From the list view, select either the Company or the Contract number.

9. The company name value will be populated in the Contract Number (Cost Center) field:

NOTE: When a mandatory field has been populated with a value the asterisk will turn from red to grey to indicate a populated mandatory field.

Figure 14: Populated Mandatory Field

a. Hovering over any of the information icon next to a reference field will display additional record information for the field.

b. For example, hovering the mouse over the Contract Number (Cost Center) field will display the Cost Center table as well as additional information pertaining to the current cost center value:

Figure 15: Cost Center Record View

10. Under the Product Selection form section, all fields except the General Product Name and Est Total Cost are mandatory and must be completed before you can submit the request.

Figure 16: Product Selection Form Section

11. Fields with a down arrow, such as the Product Type field are choice fields which contain different values.

a. The following choice values will be displayed for the Product Type field:

i. -- None -- is the default value that will be displayed

ii. Hardware

iii. Software

iv. Maintenance Contract

v. Other

12. Upon selecting the Software product type, the If SW, License Type field will become visible and mandatory.

a. If SW, License Type field contains the following values:

i. Concurrent

ii. Standalone

Figure 17: Software Product Type

13. Complete all applicable and mandatory remaining fields under the Product Selection form section.

NOTE: The values entered in the Approx Unit Cost and Quantity fields will be used to calculate the Est Total Cost

Figure 18: Completed Product Selection Form Section

14. When all applicable fields have been completed, click on the Order Now button to submit the purchase request.

NOTE: Price listed is an estimate only and is not reflective of the current item price

Figure 19: Order Now Button

Viewing Purchase Request Status When the purchase request has been submitted, the Order Status screen will be displayed. The Request Number link will provide access to the request record where the status of the request can be viewed.

1. Clicking on the arrow under the Stage column will display the current stages of the request.

Figure 20: Order Status Screen

Requester Internal PO Completion After all approvals have been received, the requester on the purchase request form, will need to navigate back to the approved purchase request and complete the Requester Internal PO field. To complete the field:

1. Navigate to Self-Service < My Requests module and select the applicable task from the list

2. Enter the applicable internal PO number in the Requester Internal PO field

3. Click on Update to save the form changes Non-Standard Purchase Request Form The non-standard purchase request form defines the fields that must be populated with the appropriate data in order to log and fulfill a purchase request. The catalog form for the non-standard purchase request is organized into sections and allows for User Interface (UI) actions.

Non-Standard Purchase Request Form & Sections The following sections are included on the non-standard purchase request form and are detailed in the tables below:

Non-Standard Purchase Request Form Header The non-standard purchase request header consists of the following:

Figure 23: Non-Standard Purchase Request Form Header

Non-Standard Purchase Request Form Product Selection The non-standard purchase request form product selection consists of the following:

Figure 24: Non-Standard Purchase Request Form Product Selection image1.png image2.png image3.png image4.png image5.png image6.png image7.png image8.png image9.png image10.png image11.png image12.png image13.png image14.png image15.png image16.png image17.png image18.png image19.png image20.png