SBD Service Now offers the best IT support to every user. The Support teams are comprised of trained, experienced professionals with deep product knowledge and real-world experience. The goal of support is that team effort is to help to entire SBD & resolve issues as quickly as possible.
Online support: The Support system is available at sbdkproduction.service-now.com. Users receive user IDs during the implementation process.
Through Problem Management, IT can minimize the adverse impact of Incidents to business, identify underlying errors and weaknesses within their IT Infrastructure, and to proactively prevent recurrence of Incidents related to these errors.
“Reactive” Problem ticket type: A reactive type of Problem ticket is used to address critical, major or reoccurring business impacting issues and outages. This type of problem ticket responds to problems after an incident has occurred, looking to identify the root cause of the incident and suggest permanent solutions to prevent a reoccurrence of the incident.
“Proactive” Problem ticket type: A proactive type of Problem ticket identifies problems and “Known Errors” before Incidents related to them can occur. Proactive Problem Management activities take place as an ongoing activity, targeted to improve the overall availability and end user satisfaction with IT Services. Potential issues are identified via trend analysis, with periodic scheduled reviews of Incident records searching for patterns and trends in reported symptoms that may indicate the presence of underlying errors in the infrastructure.
Submitting Case : To report an Issue, submit an case.
Case priority : Case Priority for an issue is determined using the guidelines below.
INCIDENT (INC) : An Incident is an
unplanned interruption to an IT service or a reduction in the quality of an IT service or
Failure of a configuration item that has not yet impacted service or something
from It Service, need to be fixed immediately.
PROBLEM (PRB) : A cause of one or more Incidents. The root cause is not usually known at the time a Problem Record is created from service now.
SERVICE REQUEST (REQ) : A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. Service requests are managed by the request fulfilment process, usually in conjunction with the service desk. Service requests may be linked to a request for change as part of fulfilling the request.
TASK (TASK) : Work is only done on the Catalog Task (TASK) Level. this is where the work is assigned to a group or individual user. In SBD Service Now, there are other Tasks that can be assigned to groups or persons to gather/collect data or perform an action. These are Ptasks (for Problem), Ctasks (for Change) to name some like.
REQUESTED ITEM (RITM) : A requested Item (RITM) – goes through a workflow and approval process. Stage Field on Requested Item (RITM) indicates if the RITM is waiting for approval, fulfillment, rejected or closed. Catalog Task (TASK) - Work is only done on the Catalog Task (TASK) Level. this is where the work is assigned to a group or individual user.
APPLICATION ENHANCEMENT REQUEST (AER) : (AER) Application Enhancement Request is the form utilized for making Software development enhancement requests with financial and business review, assessment and approval process, with audit tracking capabilities.
SOFTWARE DEVELOPMENET LIFECYCLE (SDLC) : Software Lifecycle Management refers to the capability to integrate, coordinate and manage the different phases of the software delivery process. From development to deployment, In point of Service Now (ITCentral) SDLC is a set of defined processes and tools that include definition, design, development, testing, deployment and management. Throughout the SDLC tracking and approval process, each of these steps are closely monitored and controlled.
ENHANCEMENT (ENC) : An enhancement is any product change or upgrade that increases software capabilities beyond original client specifications. Enhancements allow software and hardware product performance scalability.
APPLICATION MANAGEMENT (ENCH) : The function responsible for managing applications throughout their lifecycle. SDLC is the application management process in Service Now.
RELEASE (RLS) : One or more changes to an IT service that are built, tested and deployed together. A single release may include changes to hardware, software, documentation, processes and other components.
NORMAL CHANGE (CHG) : A change request in the “Change” process flow that is not an emergency change or a standard change. Normal changes follow the defined steps of the change management process and go through weekly CAB (CHANGE ADVISORY BOARD) approvals. A Change that is needed sooner than through the normal change request process that is typically 7 or more days before implementation and reviewed on a weekly change board.
STANDARD CHANGE (CHG) : A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction – for example, a password reset or provision of standard equipment to a new employee. There is a separate ‘standard change’ process that does not go through required CAB (CHANGE ADVISORY BOARD) approvals and instead uses a pre-determine template profile for the specific type of standard change needed.
EXPEDITED CHANGE (CHG) : Expedited requests would be more than 12 hours to implement but less than 7 days or the next scheduled CAB (CHANGE ADVISORY BOARD) approval meeting. These would need exceptional justification in order to allow an expedited schedule.
DEFECT (DFCT) : As part of the Change Management and software development lifecycle (SDLC), Defect is the method to request a correction to an active application or system to correct an issue. Part of the Agile system development process that includes a review, financial and approval process.
Support Basics:
Working Hours: The Support teams are available 24/7 days a week, including all holidays.Online support: The Support system is available at sbdkproduction.service-now.com. Users receive user IDs during the implementation process.
IT Central Problem Management:
Problem Management is the process responsible for managing the complete lifecycle of all “problems”. From Identifying the problem, through investigating its root cause, documenting and tracking corrective measures. The primary objective of Problem Management is to prevent problems and the resulting Incidents from occurring, to eliminate incidents and to minimize the impact of incidents that cannot be prevented.Through Problem Management, IT can minimize the adverse impact of Incidents to business, identify underlying errors and weaknesses within their IT Infrastructure, and to proactively prevent recurrence of Incidents related to these errors.
The following are the 2 types of Problems :
“Reactive” Problem ticket type: A reactive type of Problem ticket is used to address critical, major or reoccurring business impacting issues and outages. This type of problem ticket responds to problems after an incident has occurred, looking to identify the root cause of the incident and suggest permanent solutions to prevent a reoccurrence of the incident.
“Proactive” Problem ticket type: A proactive type of Problem ticket identifies problems and “Known Errors” before Incidents related to them can occur. Proactive Problem Management activities take place as an ongoing activity, targeted to improve the overall availability and end user satisfaction with IT Services. Potential issues are identified via trend analysis, with periodic scheduled reviews of Incident records searching for patterns and trends in reported symptoms that may indicate the presence of underlying errors in the infrastructure.
Submitting Case : To report an Issue, submit an case.
Case priority : Case Priority for an issue is determined using the guidelines below.
There are several types of Cases in IT Central Service-Now.
PROBLEM (PRB) : A cause of one or more Incidents. The root cause is not usually known at the time a Problem Record is created from service now.
SERVICE REQUEST (REQ) : A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. Service requests are managed by the request fulfilment process, usually in conjunction with the service desk. Service requests may be linked to a request for change as part of fulfilling the request.
TASK (TASK) : Work is only done on the Catalog Task (TASK) Level. this is where the work is assigned to a group or individual user. In SBD Service Now, there are other Tasks that can be assigned to groups or persons to gather/collect data or perform an action. These are Ptasks (for Problem), Ctasks (for Change) to name some like.
REQUESTED ITEM (RITM) : A requested Item (RITM) – goes through a workflow and approval process. Stage Field on Requested Item (RITM) indicates if the RITM is waiting for approval, fulfillment, rejected or closed. Catalog Task (TASK) - Work is only done on the Catalog Task (TASK) Level. this is where the work is assigned to a group or individual user.
APPLICATION ENHANCEMENT REQUEST (AER) : (AER) Application Enhancement Request is the form utilized for making Software development enhancement requests with financial and business review, assessment and approval process, with audit tracking capabilities.
SOFTWARE DEVELOPMENET LIFECYCLE (SDLC) : Software Lifecycle Management refers to the capability to integrate, coordinate and manage the different phases of the software delivery process. From development to deployment, In point of Service Now (ITCentral) SDLC is a set of defined processes and tools that include definition, design, development, testing, deployment and management. Throughout the SDLC tracking and approval process, each of these steps are closely monitored and controlled.
ENHANCEMENT (ENC) : An enhancement is any product change or upgrade that increases software capabilities beyond original client specifications. Enhancements allow software and hardware product performance scalability.
APPLICATION MANAGEMENT (ENCH) : The function responsible for managing applications throughout their lifecycle. SDLC is the application management process in Service Now.
RELEASE (RLS) : One or more changes to an IT service that are built, tested and deployed together. A single release may include changes to hardware, software, documentation, processes and other components.
NORMAL CHANGE (CHG) : A change request in the “Change” process flow that is not an emergency change or a standard change. Normal changes follow the defined steps of the change management process and go through weekly CAB (CHANGE ADVISORY BOARD) approvals. A Change that is needed sooner than through the normal change request process that is typically 7 or more days before implementation and reviewed on a weekly change board.
STANDARD CHANGE (CHG) : A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction – for example, a password reset or provision of standard equipment to a new employee. There is a separate ‘standard change’ process that does not go through required CAB (CHANGE ADVISORY BOARD) approvals and instead uses a pre-determine template profile for the specific type of standard change needed.
EXPEDITED CHANGE (CHG) : Expedited requests would be more than 12 hours to implement but less than 7 days or the next scheduled CAB (CHANGE ADVISORY BOARD) approval meeting. These would need exceptional justification in order to allow an expedited schedule.
DEFECT (DFCT) : As part of the Change Management and software development lifecycle (SDLC), Defect is the method to request a correction to an active application or system to correct an issue. Part of the Agile system development process that includes a review, financial and approval process.
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