ITSM Processes Applied in ServiceNow | Catalin Popa | Skillshare

Playback Speed

  • 0.5x
  • 1x (Normal)
  • 1.25x
  • 1.5x
  • 2x

ITSM Processes Applied in ServiceNow

teacher avatar Catalin Popa, ITSM Consultant

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

14 Lessons (2h 9m)
    • 1. Section 1 Intro

    • 2. Agenda

    • 3. Learning Outcome

    • 4. Introduction to ITIL

    • 5. Introduction to ITSM

    • 6. Hands On ServiceNow

    • 7. Incident and Major Incident Management

    • 8. Request Fulfillment

    • 9. Problem Management V1

    • 10. Change Management

    • 11. CMDB

    • 12. Knowledge Management

    • 13. Service Level Management

    • 14. Closure

  • --
  • Beginner level
  • Intermediate level
  • Advanced level
  • All levels
  • Beg/Int level
  • Int/Adv level

Community Generated

The level is determined by a majority opinion of students who have reviewed this class. The teacher's recommendation is shown until at least 5 student responses are collected.





About This Class

What makes this course stand out from the crowd?

Thorough introduction:



o ServiceNow

Complete course, covers the most important ITSM processes

Carefully designed, each lecture is divided into 5 parts:

o Definition

o Personas

o Use case(s)

o Process Diagram

o Demonstration(s)

Quizzes and assignments at the end of each section.

Engaging instructor (that's me) ready to answer your questions.

When to purchase this course?a

  • You are starting or want to boost your IT career

  • You need a refreshment.

  • You want to explore a new platform

  • Rainy outside?!

  • Quarantined?!

The numbers of customers who have migrated to the most used ITSM Tool -ServiceNow is exponentially growing. Take this chance to learn about ServiceNow and ITSM processes fast and don鈥檛 be left behind.

Meet Your Teacher

Teacher Profile Image

Catalin Popa

ITSM Consultant


Total experience of 6+ years in collaborating with stakeholders & vendors in various Banking, Telecom, Aviation, Oil & Gas, Retail, Pharmaceutical, Health Insurance, Automotive and Aerospace industries;

•4 years of working with the ITIL framework;

• Process design and implementation for all ITSM processes;

• Creating and delivering training content on a regular basis.

• ITIL Certified

•  ServiceNow Certified

See full profile

Class Ratings

Expectations Met?
  • Exceeded!
  • Yes
  • Somewhat
  • Not really
Reviews Archive

In October 2018, we updated our review system to improve the way we collect feedback. Below are the reviews written before that update.

Why Join Skillshare?

Take award-winning Skillshare Original Classes

Each class has short lessons, hands-on projects

Your membership supports Skillshare teachers

Learn From Anywhere

Take classes on the go with the Skillshare app. Stream or download to watch on the plane, the subway, or wherever you learn best.


1. Section 1 Intro: Hello there. And welcome to the I T s M processes applied in service. Now, course, before we jump into the agenda, I want to get acquainted and share a couple of things about me. My name is Catelyn or the short version cutter and I will be your instructor throughout this course. I have been working in the i T industry for more than seven years now, out of which for implied, working directly with service now and free as an I. T s m consultant for various companies across different sectors. To make a long story short, I have lots of experience in offering consulting services for both idea Sam processes and service now. And I plan to share this knowledge with you in this course on a personal note. Apart from sharing knowledge with others, I am definitely a sportsman. In my youth, I have prayed water polo as a professional for seven years. Then the final exams came into picture and therefore I have decided to focus on school. I haven't fully quit, though I still do a lot of swimming to stay in shape. And just in case you're wondering why this four point has a water team. Well, I think I have just answered your question. Apart from this, Whenever there's more than 10 degrees outside, you'll find me on the road on my dick cutting monster and last but not the least. I love animals, especially dogs. And as you can see, I have my own dog or bear up to you, Held like to perceive it. Now that you know a couple of things about me, let's move to the next lecture, discussed the agenda and see what's waiting for us. 2. Agenda: Welcome back, guys. In this lecture, I'm going to walk you for the agenda and share ET on high level What we will cover throughout this course. The first chapter is all about giving you an overview of the content that I'll be presenting to you. We already got introduced. We're now discussing the agenda and a soon as we finish with it, I will tell you exactly my plan in terms of how I plan to deliver this course moving to the second chapter now course essentials in here I will introduce you to I t service Management I t a l and conclude the chapter with service. Now, as a note, I highly advise it to obtain a service now instance so that you practice what we will learn in this course. And why not explore it even further? If you don't know how to do that, please bear with me and I will share all the details in terms of how to obtain a free service. Now instance in the lecture with the same name. The third chapter is probably the most interesting one, because in here we will focus on all the ideas and processes and see how they apply or work and service. Now, in the end will have a summary of what we have been discussing. A goodbye speech and, lastly, a practice test to evaluate your skills and also determine what still needs to be improved . We're done with the agenda guys stating for the next lecture to find out more about what you should expect to know at the end of this course and how I plan to achieve this. 3. Learning Outcome: Hello and welcome back to the outcome lecture. After successfully completing this course, not only you will know what the ideas and processes are, but you will also be able to implement any of them in the service. Now platform. We will start with a bit of life story to have a better understanding of what I t s m I t A l and Service now are and then jump into the action. Speaking of service now, in the lectures that will follow, I will show you how to obtain your own free service now instance and also get introduced to its user interface. As for the ideas and processes, prepare to be amazed. Not only you will know the definition and how they work, but I guarantee that you will actually understand the concepts and remember them. Because apart from the definition, I will provide you with a real life scenario for each process and then a demonstration for the same use case in service. Now quite impressive, right? To make it perfect, I have also prepared a practice test so that you test your news kills. Thanks for watching guys and stay tuned for the next section. 4. Introduction to ITIL: Hello and welcome back. Now that we know what I t s m is, let us also talk about I till we will again start with the basics. And that is the name. Of course. I til stands for information technology, infrastructure, library. It is nothing else but a framework among several others which the difference that this is the most used by outsourcing companies. The fun fact is that it is very easy to confuse Eitel with I t S m. But hopefully after this lecture, this won't be your case. For starters, you can think of Isil as a book and I ts em as a subject that is discussed in it. Now, let me tell you a bit about its history. Back in 1980 the I T. Department of the British government really struggled to offer quality services to their customers. And that is because there were no procedures or best practices in place and they were pretty much learning. Undergo off course, the number of customers increased and at the same time to need for best practices. So what they did was to analyze 2500 different organizations and learn from their mistakes This eventually led to a huge amount of information that was reviewed and published as the first volume off a night ill book. To make a long story short, I tell, is essential nowadays because it's a set of best practices that can be implemented in any related organization so that the I T s M works efficiently. Presently, Eitel is divided into five major life cycles service strategy, which focuses on advising ICT organizations on how to improve on develop on a long term. The second stage is service design, which, as its name suggests, talks about how to design on developed I t services. The third stage is called Service Transition, and it refers to How Do I T Services are being deployed and built in a new environment. In addition to that, it makes sure that the transition of the services or resource is is done in a co ordinate way. The first stage is service operation and unlike the others where the services were being designed, planned or transitioned, this is the part where the services are live and what this stage does is to make sure that this services are being delivered successfully. The last stage, continuous service improvement or the short version that you might also here CS I aims to continuously improve the effectiveness and efficiency of the I T processes and services. That's about it. In terms of introduction to I two guys, please keep in mind that this is just a drop in the ocean. And for the bigger picture, feel free to visit their official website, www dot axle is not come. Or why not make use of the cure any section from this course, and I might be able to help you as well. Until then, stay safe and I'll be seeing you in the next lecture. 5. Introduction to ITSM: Hi, guys. And welcome back to the course Essentials section. We will start this video with the first lecture introduction toe I t s, um So get ready to learn lots of new valuable stuff, starting with the most common thing. The name I t. Osama short for I t service management and what it basically does for its processes is to implement, manage on, deliver I t services. In order to meet the needs of a business, let us not discuss about the four pillars of the I ts in the users and their employees and customers who use I t services. The second pillar talks about services, and these are applications, hardware, infrastructure and all of them are provided by I t. The Turd Juan is called quality, and it refers mostly to solving i t problems effectively and efficiently. The last one is cost, and it only focuses on getting the most out of a 19 budget feeling confused yet Well, I hope not. But if you do, just let me share a real life scenario to make it easier for you to understand. Let's assume that we work for a multinational company that offers I t support for a number of customers. The incidents that are reported by the customers are logged into a system that has lots of cutting lines behind it. And most of the employees can't possibly deal with it because they were hired to deliver basic I t troubleshooting and not programming i t. S m understands that and comes to the rescue to me the employees needs, by offering a friendly and intuitive user interface that can be is by either the customer or employee without any programming skills. Long story short I t S M is responsible for creating a bridge between I t employees and customers to ensure that both parties reach their goals. If there are still unanswered quarries, guys don't worry, because as the course unfolds, we will experience practical examples applied in service now. And every aspect of what I have just said earlier will become clear for you. Thanks for watching and stating for the next lecture 6. Hands On ServiceNow: Hello. Welcome back to the hands on service. Now lecture. This is going to be a quite complex lecture because I intend to explain you what? Its service Now then, after we have this cure, I will show you how to obtain your personal instance. And lastly, I will introduce you to the service now user interface. So, without further ado, let's start with the first item from our agenda. What is service now? Service now is a 90 management tool cloud based that can also be referred to as pass, which is short for platform as a service service now allows organizations to manage all aspect of the right infrastructure, including asset management. It also covers I T service management following the tail framework, thus including Eastern Management Problem Management, Change Management Service Request management, or CMD be one off service. Now. Main objective is to enable customers to link real time data with activities, tasks and processes, thus achieving better work outcomes. In order to maintain day to day activities, raise requests or incidents on DTA, manage applications we require A platform service now provides out of the box application suit to manage a tea service management in a better way. Basically all and user or supporting would need to address. Their issue can be found on the platform at its core service. Now is a relational database pre configured to help in the 18 management area. However, the trees reliance on the underlying database. You can extend service now to do any kind of service that is database driven as a fun fact . If you would have an Internet connected toaster, you could configure service now to cook your toast at a certain time. How cool is that has for its history? I won't bother too much with numbers. The take away points are that it has been founded in 2000. Free has about 14 launched version so far, and all of them have the name of a city. The name of the first version is Aspen, and the last one is New York. Enough with the history guys. Let us focus on what really matters and see how to obtain our service. Now instance, in this light, you can see a list with all the steps. But please keep in mind that you do not have to memorize them because we will be walking for them together. And I will also be sharing this information as a Donald the world resource. So now that we know what is waiting for us, let's dive in and obtain our service. Now instance, the first step of this process is to navigate to service. Now that's developer that come aan den. Click on the register option from the top of the page. Now you will need to fill in the below fields with your personal details. Andi. Also, please keep in mind that you have to think of a strong password that meets the required criteria after that, typing the security tax from the display dimension and, lastly, agree with the service male terms and conditions. A confirmation note will now appear asking. It's a very fire email address. You should check your inbox fuller for a message from service. Now. The content of the email contains a verification link, which you will have to click in order to activate your account. After clicking on verify email, you will be redirected to the service Now page where you should be seeing a confirmation message in regards to the account activation. Now click on sign in filling your email address and password. And there you have it. You are now logged into the service now Developer home page. But don't get too excited. We're not done yet. We are yet to request our instance. The first thing you will be prompted is to go for the developer agreement and accept it. Once you're done with the step, you will be asked to fill in your profile details for maximizing your experience as service now likes to call it. After that, you need to go to the managed tab and select the instance. From here you will select, request instance and right in the text box how you will be planning to use your instance select. I understand. And now it's time to start the version. Since New York is the latest built, we will, of course, go for it and again click on the request. Instance. In here you will see your instance. Link the build how many days of in activity you have left and at the bottom of the page, the one time only credentials. Make sure you copy the password and then click on the blue hyper link. Now it's time to change the provided password again, Please make sure you will be using a strong password and click on Submit. Congratulations. You are not a proud owner of a service Now. Instance. This is how the home page looks like, but this is just the beginning. We are now getting started with the user interface, so make sure to watch the video till the end said that to get the whole picture, it is composed out of the banner, the application navigator and the content frame. Now let's see exactly what each one has to offer, starting with the banner. This is present at the top of every page. It contains the logo, which is creditable, as we will discover in the next lecture, then also the user menu. And as you can see, you have several options. The profile. It's you access the information for the current logged user. Then we have impersonate User, which will allow the system administrator to access the other users profile for testing purposes as a keynote. The user's password will not be required for impersonation. As an administrator, you will also see the elevate rolls option by default. You do not have elevated privilege rolls upon Logan, you must manually elevate the privilege off the roll on elevate privilege. Role will last only for the duration of your user session, so you might be wondering why using it? Because you will have access to high security settings such as access control lists, which we will also cover later in the course for the user menu. The last option is log out, which will, of course, as the name suggests lug yard from the current session. Now moving forward the global tax search. Aiken will help you finding different records from the table, such as incidents, problems, users, groups task and the list goes on. The connect sidebar. Aiken is nothing but a built in chat functionality, which will enable you to communicate with other colleagues that have access to the same instance. The help I can is quite basic. It will provide information about the current module or application that you will be using . Lastly, you have the setting option, which will open the settings for the user interface. Now let us move forward on discuss about the application navigator from the Application Navigator. You can access all applications and the modules they contain, but what is an application well. An application is a group of modules that delivery service and manage business processes. In an instance, within an application, modules can be grouped into sections. By clicking on a module, it will display its information in the content frame. Please know that as an administrator, you can restrict users from accessing applications or modules that are not needed to perform their daily activity. We will see how this is actually done later in the course. By now, you might have noticed that there are free main elements that define the application Navigator. All applications stab, which will show the application and modules available to the logged in user, has the turn by the role. We didn't also have the favorites, which works exactly like a bookmark. To be more precise, you can add favorite applications or modules by clicking on the star next to them and access them afterwards. Lastly, we have the history tab that shows us the recently accessed applications or modules. Thanks for being patient and watching till the end. I know this was a long lecture, but I simply had to walk you through at least the basics off service. Now I'll be seeing in the next section 7. Incident and Major Incident Management: hi guys, and welcome to the new complex lecture where we will cover the entrant process for incident management and major incident management as all the lectures that will follow. We will start with the definitions. The personas that are part of this process is a really life use case for each process, the process diagrams and lastly, the demonstrations in service. Now, starting with a definition for incident management, an incident is considered to be any event that could lead to an unplanned interruption to i t services or reduction in the quality. For the same day. Sid and management process aims to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service, quality and availability are maintained. As a note. When we say restored to normal operations, we actually refer to service level agreement which we will cover later on. In the course in the service level Management lecture, let us now also discuss about the major recent management definition so that we understand the difference between them and why any organization needs to have both processes in place . A major incident is any student that results in significant disruption to the business and demands a response beyond a routine instant management process. Major incidents have a separate procedure, with shorter time skills and urgency that is required to accelerate resolutions process for incidents with high business impact. In other words, a major incident is nothing else but an incident with high priority that impacts multiple users, financial departments, critical systems, production plants, etcetera. Another thing worth mentioning is that unlike a regular incident, which can be resolved by the first Hub desk agent who's in contact with the end user, a major reason may require several teams working together with a single purpose. And that is to address the major incident at the eeriest. We're now down with the definitions. I hope that all is clear so far, so let's move to the personas that will guide us through our journey. The first persona is the one any outsourcing company is relying on, and that is the end user or the customer up to you. How I would like to call him the engine is a role in the incident management process is to raise awareness with the help us about any incident he is experiencing. Since we have mentioned the help desk, let's also introduce them. And when I'm saying Hope Desk, I am not referring just to the agents that are taking calls, chat or emails, but to the entire support organization, and that includes level to software engineers or infrastructure guys, you name it. These personas are part of one or multiple assignment groups on to keep things under control in the defined service level agreements, they need a group manager that will monitor their activities. The last person ized, obviously the major incident manager whose job description is more complex. Depending on Hardy I two best practices have been implemented in most of the cases, though the major incident manager is a designated person that will handle Onley Priority one and two incidents. When I say handle, I'm not referring to the troubleshooting steps, but to the entire coordination of the teams that are working together to address the incident fraud its entire life cycle. Don't worry, I won't miss any detail. I'm just saving them for the diagram so that it makes more sense to you. For now. Let us move to the use case and see what and how we will be fixing in service now to make sure you will take away this use cases I chose to common on similar to each other scenarios that every organization can experience for dancing and management. We will assume that the end either will call the help desk to report that he cannot send nor receive emails. If there is only one user affected, it can be a simple to solve incident that occurred for a number of reasons, as we will see in the demonstration. But what happens if there is an entire department, or even worse, the whole facility affected by this? Well, this is Scenario number two and rest assured, because we will also address this issue in the demonstration to them, though I want to walk it for the diagram process so that we have the complete picture before getting our hands dirty. The first diagram I will refer to relates to incident management and the 2nd 12 major incident management. As a note, I would like to emphasize that both diagrams have been designed in a user friendly way so that you take the most out of them now, starting with incident management process. The first or the trigger, as I like to call it, occurs when the end user calls tax or chats with the help desk to report their incident after that, or even at the same time, depending on the agent skill. He will raise the incident in service now, making sure to capture what the end user has described. Apart from what the end user is reporting, some extra information might be required, such as location, impact or urgency. This extra information is actually needed in order to help the agent to determine if he is looking at a regular incident or a major one. Assuming that he is not, he will start looking for related knowledge articles to see if he can fix the incident on his own or needs to assign it to a different assignment group. Now, regardless of whoever is assigned, this agent has to follow the provided troubleshooting steps mentioned in the knowledge article. After all the steps are performed, the agent will change the state to result and at the same time filling the resolution details that are to be shared, which the customer several things can happen now, but these are the most common scenarios. The 1st 1 is where the user will reply and say, That's day she is not resolved yet. The logical step here is to go back to step number five and continue the troubleshooting until the other confirms that it has been resolved. And the 2nd 1 is where the user is happy, which the resolution, but for some reason chooses triggered identification for this instance, the incident will be automatically closed within a pretty fine time. Please know that the main difference between a resolved and the closed incident is that you can reopen an incident that is in the results state but cannot do the same for a closed one . Congratulations on completing the incident management process. Let us now discuss about major incident management the beginning and similar as most of the incidents or major incidents are reported by and users to help desk off course. There are exceptions where organizations may have monitoring tools in place, and this monitoring tools can report and automatically generate events that are actually nothing else but major incidents. But let's not complicate things too much hand stick to our scenario. The next steps for our process are very important and are mainly the reason for most of the failures organizations are facing. Why? Well, it's quite simple. If the help desk agent does not ask the right questions and does not assess the impact an urgency correctly, he will deal with a major incident as if it was a normal one. Does wasting precious time and cussing the organization lots of money? This occurs mostly when the agent is not that experience or when the company does not have a set of questions in place to mitigate this errors, questions like Are there multiple users affected? Or is there a work around for This should be used by any agent that is working on the incidents and major incident management process now getting back to our diagram. If they she has been reported as a major incident wrongly and it's actually a regular incident, it will be treated as such following the diagram that we have previously seen. For our scenario, we haven't experienced help desk agent that realized our incident is actually a major instant and reported it to the major reason manager. He now has to evaluate the assessment off the help desk and if that is correct, he will raise the priority to one or two and a sign into the relevant group. Right after that, he was sent out email identifications to all the affected stakeholders and if needed, he will create a conference call. Also to be remembered as a bridge call. This bridge CO will bring together all the involved parties that are affected by the ongoing major incident to determine what actions are to be performed and by whom. In all this time, the major incident manager will keep an eye on how is the major incident progressing and send out regular communications after the major incident would be addressed, The major incident manager will market as a result and to prevent similar situations to happen. He will report it to the problem manager so that he can conduct a root cause analysis. If you don't know what this is, don't worry, because we will talk more about this term. Once reached the problem Management lecture for Nado. Let's finally open the service now instance and see how all of what we have discussed applies there in the Application Navigator type in incident, select the module, create new and let's start filling in the incident form going through each field they use cases will remain the same. So let's start with the one for the regular incident. The first field is the number this is unique, automatically generated and stored in the incident table. The second field color represents the customer's name, and for now we will fill it randomly within existing name as an out. The fields that have an asterisk next to them are mandatory for feeling and as it can, observing the incident form, the color and short description are marked with an asterisk. The category field speaks for itself. It's a drop down choice, and the option that best suits our description is software. So let's click on that. We will leave the configuration item empty for now and discuss more about it once you reach the configuration management database lecture. What I can tell you now is that an incident can be affected by or can affect a configuration item. The contact is the trigger I was telling you about in the diagram. We will select phone for our demonstration and moved to the state. This field is also dropped down and holds all the states, an incident can have fraught its life cycle. These are new, which is set by default when the incident is created in progress. Once it hasn't assigning on hold, which can be set for various reasons, such as the help desk awaits more information from the end user or a server restart is needed. Best sitter. Then we have result which the help that school select when the incident is resolved. Of course, closed is a state that the administrator can select. However, it is not advice it is. So where is recommended is to leave the incident in the resolved state till it's automatically closed by the system. Did, too. In activity. Don't worry, it wants staying. The results state forever. The pretty find the full time frame is for five days canceled. It's something that most of the companies prefer not to use, and that is because it doesn't bring any specific value to the reports. As a note, the few companies that were using the state wanted to showcase the incidents that have been raised by mistake. Our incident does not have an assigning, yet it is far from being resolved, so let's live it in the new state. We are now looking at the priority field, which, as you can see it, is great out. And the reason for it is because in service now the priority is given by the impact and urgency. So, in other words, depending on how big the impact is and how urgent it needs to be solved, the priority will be automatically calculated. Our incident is a regular one. I can't send emails nor receive any, but it's not something on fire, so I'm thinking of priority free. For this to happen, we have to set both impact an urgency to medium, and that should do it. Moving to the assignment group, I will select a fictional one just to show you the functionality of it. We will leave the assigned to field empty for now. Andi moved to the short description where we will briefly relate the End users incident. Notice how, as soon as we click on a different field, knowledge articles are being recommended. This feature is called Contextual Search and has the mission to resolve incidents right from the beginning. Let's have a look at the random knowledge article and then attach it Tore incident, said that in case other members will work on the same ticket, they will know what knowledge article we have used. The description is the same as a short description, with the small difference that in here we are encouraged to describe the current issue in details Before we proceed, let's make sure that we saved the progress and the incident itself by right clicking on the form bar and then on safe. Now, if you scroll down a bit, we will see that we have in this section containing free tabs, notes, related records and resolution information. Let us start with notes where we see the 1st 2 option watch list and work notes list. The watch list enables you to share information about the current progress with the customer, and the work notes list will be used to share different information with your manager or team members. The best practice here states that an informed customer is a happy one, but the same customer is not necessarily interested in the technical discussions you're having with your colleagues. Therefore, it is advised to be careful and avoid adding the customer in the work notes list. The next field. Additional comments also refers to what the customer will be receiving from you in an email . And if you look carefully, there is a small check box named work Notes, which, if selected, will switch to internal communication. An example of a ninja's or communication would be dear user. We have recreated your easier account on day. She should be addressed now. Kindly test and let us now notice how this one didn't include any technical details, whereas the internal communication would sound something like the user. I. D. Abraham Lincoln has been recreated in active directory and sink with Microsoft Exchange. Once this is done, hit post and notice that it also appeared in the activity section, which is nothing else but a lot for the incident. The related records stab lets us associate our incident with either an existing problem or a change. The term change appears twice because an incident can be resolved by applying a change. Or maybe it has occurred in the first place because of a change. Do not worry with these terms yet. We're going to cover them all at the right time. Moving to the resolution information tab now in here. The agent that will mark the incident as resolved will have to also fill in this fields. And please notice how the resolution code and resolution notes become mandatory for filling once the status set to resolved. As for the other fields, we will mark the knowledge field when there isn't a knowledge article available and once checked, it will trigger a notification to the knowledge manager informing him about the situation. Select the resolution code and fill in the resolution notes informing the user that the incident will be marked as resolved as the troubleshooting is complete. Leave the resolved by field empty in case you have solved the issue or, at the result, wars name by typing the same. The last field results enables you to select the date for when the incident has been resolved and this is done mostly for reporting purposes. Leslie hit update and there you have it, an incident created and resolved at the same time. Let us proceed further and discuss about our second scenario where the major incident manager comes into picture before we continue it. Our demonstration. I would like to tell you that the major incident management is not on out of the box future in service now, meaning that you have to manually install it to your instance. To do so in the Application Navigator type in. Plug in, select the model with the same name and in the search bar, look for major incident installed a plug in, Give it a minute or two to complete installation and to check if the installation was successful. Go back to the application navigator and search for major incident. If the application appeared, then all is good and we can proceed further to avoid losing time and creating a new incident. Let's go back to the incidents that we have resolved, open it and change its state to in progress. Don't forget to save it. And now let's act as if it was a major incident to make it look riel. Let's change the priority to one and at the description, a note stating that the entire office is affected by this. Save the incident again and after that right click on the form header to see what the new options are and what they will do upon selecting them. A small note before actually playing with these options is that we're now looking as an administrator, which gives us four rights. But in the real world, hopeless Cajun would have limited access and could not see all of these options. There is a reason behind it, but let me explain this to you. While the lecture unfolds, the first option I want to refer to is promote two major incident. It is self explanatory. Once you click on, it's, the incident will automatically become a major incident. But again, in the real world, the hopeless should only propose a major incident and live it to the major incident manager to decide whether that incident is actually a major incident or not. For the sake of the demonstration, though, I will go through each option so that you can observe their functionality, starting with promote. Please note is that right after we click on it, the window pops up, asking us to fill in the work notes on the business impact for why we're promoting this incident to a major. An example of a work note for this could be tried restarting the users unit reset his active directory password Internet connection seems fine. Please advice and an example of a business impact could sound something like this. Department is a consulting one that exchanges information with customers across EMEA. Yes, quite a big issue here. No more consulting services for a mere customers. Anyway, getting back to our demonstration hit promote on notice that when you tab appeared in the bottom section, it's name is major incident, and if we click on it, we can see some small details about it, starting with the state. The accepted one is listed here because this major incident has been promoted directly and has not gone through the candidate evaluation process in the same tab. We can also see useful information about who promoted it when it was promoted. The business impact on the field name probable cause. Now let us demoted to a regular incident and propose it as a candidate to see the other states as well. To do so right, click on the form header and select demote major incident filling the work notes, mentioning a reason for why you are performing this action and click on OK. Once do that, you will get a confirmation message informing you that the current incident is no longer a major incident. This is what we wanted. Now let us propose it to a major incident as if we were part of the help desk team, right? Click on the form bar and select proposed major incident. Fill in the same work notes on business impact and click on propose. If we now go to the major incident happened, we can see that it states change to proposed. And if we also type in the application navigator candidates, we can see our major incident candidate right over here. If you're wondering why this has been done well, service now wanted the major incident manager to have a better overview of any potential major incident and as a note, this module is not visible for the help desk now going back to our demonstration. We have a candidate and two options for it. Accept or reject, either of them can be selected by right clicking on the form header and for her demonstration, we will accept it by clicking on promote two major incident. The work notes could be this has been evaluated correctly or anything else related to this halibut your imagination. Once the fields are filled in, click on promote and go to the major incident tap off course. The state changed, but what I wanted to show you is a very cool tool that the major incident manager is using in order to make his life easier. While dealing with Priority one and two incidents, This soul is called Workbench. Let's click on it and talk about its Berks. As you can see, it has two tabs, summary and communication. The summary tab will give a complete overview of the major incident and at the same time allowed the major resident manager to add T impacted locations, see eyes, incident tasks or even create child tickets for the same. What is a child ticket to ask? Well, the answer is simple. When we deal with the Priority one incident, there is a big possibility to have multiple tickets created for the same incident, and this might be confusing and hard to keep track off. To mitigate this, the major incident manager will inform the help desk agents that are currently submitting related tickets to link them to the parent one. To make it short, the best practice here is to have just one major incident in progress and the rest of the related tickets should be attached to it as child tickets let us crawl up again and moved to the communication tab and understand its functionality. From here, the major incident manager can create email tasks, meaning that he no longer has to manually draft emails and look for the recipient list. To inform the stakeholders about a certain major incident service now makes this significantly easier for him, as he can do it from here by selecting a communication task. Our this blank as this is a personal instance. But once the text behind it is ready, creating a communication task is very easy to configure and modify. Let us the one right now click on Add Select New Communication plan. Give the plan and the task short description, such as exchange down, check the email channel, then recurring on. Set it for 30 minutes. Now click on next and let us had some dummy groups tour communication plan. Once you're finished, adding the groups or users to it, click on safe and notice how the timer already started. Counting backwards, you can speed up the process by clicking on send, but the dumb users do not have email addresses configured in service. Now it won't do anything. Guys, we're finally done with this lecture. Congratulations on being that patient, and I know there's a lot of stuff to digest, but hopefully you have learned some new things that you were put into practice. In your own instance were Why not at work? If there are any questions, please don't hesitate to send me a private message or just simply use their Q and A section Thank you and stay safe. 8. Request Fulfillment: hi guys, and welcome back to the request fulfillment process as you are already used to. The lecture is divided into five parts definition personas. Yes, case process diagram and the demonstration. We will start with the definition and to make it easier for you to remember, I will explain it by going fruit to W's. What and why and some random examples of service requests Ready the request. Fulfilment is nothing else but the process responsible for managing the life cycle of all service requests from the users. The service requests can vary from one axis and your laptop or a softer installation. Why using it well, even though not all the organizations may have this process in place. If the number of service requests is a large on, it would be smart to handle service requests as a separate work stream. We're done with the definitions now, a moment of my word hand. I promise some examples of service requests. So here they are, starting with the most common one password reset, that is, this is actually tricky because lots of folks mistake this request for an incident, but in reality, this isn't a service downtime. It's just the end user who conned Logan because of his own fault. Now he is requesting to have his password changed or reset, and bottom line is that this is and should be handled in the request fulfillment process. Some other examples could be related to have access to a shared folder across the network or unauthorized software. Even though I'm not sure if this will ever be approved, you now have the picture of what this process is all about. Now let us go into more details by revealing the persona Stat will guide us through our journey. The first persona is, of course, the end user or requester up to you Held like to call him. We got him. The process wouldn't make any sense because he is responsible for requesting certain things . The next one is the homeless K agent or fulfill ER, and his main attribute is to assess the request correctly. When I say assess, I'm thinking that the N user might raise an incident under the form of a request by mistake . Yes, just happens all the time. I don't want to go into too many details. Now. I have lots of more observations to make, but I will save them for the process. Diagram part. The next persona is the approve. Er, this can be the requesters manager or the head of purchasing. It's just a matter of how the process flow is configured within the organization. And speaking of configuration, I have marked this persona with an asterisk because it is not mandatory to have approval task for every request, Leslie, we may also have a supplier, but again, this is also optional, as this is common in case of hard replacement or maintenance. Not all the organizations have contracts with suppliers. Therefore, we will mark this persona as optional. We have met the personals. Now let us discuss about the use case that we will put to work in service. Now has the demonstration. What I have on my mind in regards to the use case is to act as if I was an employee and would like to request two separate things. These are a piece of hardware and an access to an application. I chose this, too, because the harder request is more complex and involves going through multiple steps, whereas the role access is pre approved and takes less time. So we have spoken about steps and actions that are needed to fulfill these requests. But let us see exactly the process that we need to follow so that we understand how each step is linked to the other. Before we start, I wanted to tell you that I chose to showcase a diagram that is related to a harder request as it is more complex and therefore requires more steps to go through. In order to fulfill the request, the process will start with a trigger where the end user will realize that he needs to replace a piece of harder or just order a new one so that he can conduct his daily activities. This request operation can be done directly from service now through the service catalog or via phone, which is not advisable. The requests in service now are configured to work based on work flows, and these work flows are actually a set of instructions starting form the customer and the support agent. What steps are needed in order to fulfill a certain request? Not all the requests are the same does so depending on what the customer is requesting, the process might be more complex or not. In addition to that, I wanted to remember that the ticket itself is called a request. What the user is asking for is a requested item, and what the agents or suppliers are doing to fulfill the same request is to get assigned and work on one or multiple tasks. But out of new terms to digest, I know. But don't worry, because we will go for them again in the demonstrations that will follow. Moving to step number two, A requested item might need an approval or not. If it doesn't, it will obviously skipped the step and move to number four, which we will see in a bit in case it needs an approval, Though depending on how the workflow is configured, a certain person called approve ER will receive identification where he has the possibility to accept or reject the request. Needless to say, if rejected, the customer will be informed about it, and the state will be set to closed as a note. A request can go through multiple approval phases, and this will be done mainly if the requested item can affect multiple departments. For example, I want a brand new and fancy Mac book. My managers agree with this, but maybe the Finance Department says it's not the time, and furthermore, there are others in line. So hold your horses anyway. Let's assume everyone is OK with me buying a new laptop. Our company is not April, and we don't produce Mac box hands. We need a supplier. The asset and configuration management team takes over, is assigned with the task checks the stock, which the supplier and orders the laptop. Once it arrives, it needs some configurations and essential software on it. Hence, the configuration management team will come into the picture again and work on the task. Once these tasks are completed, the requested item will be delivered and the request itself will be closed. I think it's safe to say that we learn a lot. Now. It's time to put into practice what we have discussed with the help of a demonstration. Open your service now instance and typing application Navigator Service Portal home so that we access the end users view. Click on it and wait for the new window toe appear and load. This demonstration is all about request fulfilment, so let us request something from the catalogue as a reminder. We will stick with it to use cases we have chosen and is are requesting a piece of hardware and done on access to an application, starting with the harder request. Let's click on the harder category than tablets and look for the Apple II bad free. I know this is a bit outdated, but we have to work with what service now provided for us. Now click on view details and then on order. Now another confirmation will pop up, asking us for who this request is placed and some delivery options, which we will leave blank for now. Click on check out and that's about it. From the end user side, he has requested what he needed, and for now, the only thing that he can do is to view the status or stage his requesters. Currently, end, please observe the little arrow next to the validation mark under the stage column. If we click on it, the stage will expand, revealing us all the steps this request has to go through before it's complete. Before I walk you for each one, I want to make a technical note on tell you that the stage is actually represents the configuration of the workflow, which can be edited by the system administrator now getting back to our demonstration, starting with the first stage waiting for approval. This request did not need an approval hands. It was auto approved, as the validation mark indicates, the fulfillment is the stage where currently end it is in progress because we haven't worked on it, but buried me because we will do that once we finish the presentation off all the stages. The stage that we're currently in includes the checking for stock and the order itself. After having this validated, the next logical step would be to deliver the product to the configuration team, install whatever softer might be needed, send the product to the requester, and lastly, close the request again. This is what the and user is seeing, but the product won't be delivered to him by magic, so let's also see what the agents that will work on the request have to do on their end. In order to complete this request, go back to service now instance and typing the Application Navigator Service catalog, select the request module and lets open our request in this form. Look for our I t. M. Which stands for requested item. Click on it and then a new form will appear. We now have to work on the tests as if we were part of the team. The 1st 1 is the procurement team, as the task indicates. So let's open it and see what are our responsibilities described in the description order from vendor or move from in stock inventory. We can't reproduce this in service now, but we will assume that this task has been done. So let's move its state to close complete click and update, and you will be returned to the requested item form. The first thing we noticed is that the stage changed and also that a new delivery task has appeared and it is assigned to the field services in parallel. Oh, if you still have the service portal window open, you can go back to it. Then refresh it and see that the validation mark Now move to awaiting delivery. This is just a test to see if what you've done so far actually works. Let us go back to the service now instance and opened a new task from the requested item form. We will mark this one with close, complete as well, so that we advanced with the stages. You will be redirected again to the requested item form. And as you might have guessed, the stage changed and a new task appeared. This one refers to the configuration part, so let us open it. Assuming that we have installed what was needed, we can market to close, complete and prepare for the final steps. This last task involves delivering the product to the customer. So let's open it market as complete and observed the changes. The stage appears to be completed. No more tasks are to be fulfilled. So let's get back to the initial request by clicking on the left arrow. The state for the request also moved to close complete. And if you go back to the service portal, refresh the page. You will see that all the steps have been fulfilled in real life. This operation would take days, not minutes, that is for sure, and would also result in having a happy customer. Now I promised another years case This one is way simpler and it involves requesting access to an application. I'll click on, go back home, then request something. Select access to training, management application which you won't find. And that is because this item has been created by me to work for a custom application and in addition to that service now has not created any access requests as a not of the box functionality. How it works is old that matter. So don't worry because my catalog item has been created to help the new joiners obtained their access to service. Now faster as most of the employees, you will have a manager and he knows or should know what access you will be needing. Assuming that he knows what you need, he will request this axis and as soon as he does that une mail notification will be automatically sent to the group owner so that he can add to his group the new Joyner. Let me show you how it works. How will open the catalog item so like the first group option and then click on order. Now I will go back to the service now instance and opened a new request to check if the group owner is listed first. I have to open the request item. And then in this new form, I will have to scroll down and look for the approvals tab. We have the school manager called Brand Stark that can either accept or reject this request for any of the select adoption. He will have to input his comments that will be shared later on with the requester click on update. And that was it. We have finished requesting the access for the training application. Congratulations on completing another interesting and complex process. Guys, Thanks for watching and being patient again, and I'll be seeing in the next lecture. 9. Problem Management V1: Hello, guys, and welcome back to the problem management lecture. You are already used with the way things are going to unfold, so let's dive in and learn more about the definition. A problem is the unknown root cause of one or more existing or potential incidents. Problems may sometimes be identified because of multiple incidents that exhibit common symptoms. To make it easier for you to remember, I have divided the definition part into goals, objectives, process types and some examples. The first goal of the problem management process is to minimize the adverse impact of incidents and problems on the business that is caused by errors within services and technology. Another important goal is to prevent their occurrence of incidents related to this errors in order to achieve this goal the problem management process six. To get to the root cause of incidents and then initiate actions to improve or correct the situation. Now let's talk about objectives. The discovery and removal of errors in the infrastructure is the primary objective of problem management. The overall objective includes delivering the highest possible level of stability in i T services by finding and eliminating errors. It aims not only to minimize the impact of failures when these occur, but also by using together information during the incident resolution to correct the root causes of these failures. Another smart thing to do in order to correct these issues would be to request a change that is ah rfc within the organization so that the problems go away for good. Earlier in the course, I have mentioned something about the process types and now it's time to reveal that the problem management process has both reactive and proactive aspect. Proactive problem management is concerned with identifying in solving problems and known errors before incidents occur in the first place. Now the reactive expect is concerned with solving problems in response to one or more incidents. In order to have a better understanding of what I have been saying so far, let me present you with some real life examples. In the first scenario, we will assume that a user will call in the service desk to report that his laptop shows the blue screen of death. This is the second time this week he report is the same incident Initially, the service desk or installed the operating system and couldn't determine what led to the blue screen. So they closed incident, marking it as resolved. Now, since the laptop was fixed, they have returned into the user. And as soon as he got his hands on net hearings told some unauthorized softer, which again lead to the blue screen, We can now safely say that the owner try software is the problem and market as a known error off course. Apart from marking the software as an owner, the I T administrator should also ban or restrict the access to the application to avoid similar situations. Let's move to the second scenario and present you with a non i T related problem. We will assume that we live in a house at the second floor, and there is a bathroom where the temperature is lower than the rest of the rooms. You want to fix this because it's quite annoying, especially in the winter. The simple solution would be to replace the radiator with a bigger one, and of course you would see that the temperature would increase. But so the guests who are the electricity bill. The smart thing to do is to look at the root cause of the problem and determine the exact location from where you are losing heat. Once you found it, just make sure that you will be improving the isolation of the wall or roof, and that should fix it. OK, guys, we're now mastering the definition. We talked about some examples in how they can be fixed. Now it's time to move forward and discuss about the per Sooners. The problem management process interfaces with almost all the ideas and processes. I wanted to tell you about this upfront, and I'm not going to enumerate all the process owners here but rather choose to present you the ones that deal with this process the most. The first persona is the end user. Obviously, he's the one affected by the problem, which the remark that due to the lack of knowledge in terms Off I till best practices, he will report it as an incident to the service desk. The second and probably the most important persona from this lecture is the problem manager who handles all the reported problems fraught its life cycle as stated before he can identify the problems by himself being proactive and looking in the backlog, or reactively, which introduces to the next persona. The incident manager Statistical is speaking. Most of the problems are record incidents that have not been identified yet as problems. It is after day incident manager to report such anomalies and recurrent incidents to the problem manager so that he can raise a problem now going forward, the problem can be fixed by a changed or caused by one. Either way, this introduce us to the next persona. The change manager who will jointly work with the problem manager to address ongoing or potential problems. Don't get confused yet how old? Share more details about the change manager persona at the right time, and that is in the change management lecture. The next end last persona is the supplier which, in case needed, should provide adequate hardware or softer to fix a problem. So we got the picture and met the personas. Let us now discuss about the use case. We will be applying in service now for our demonstration. The use case I have picked for this lecture is a real one, and what makes it so good is the fact that any organization can encounter a similar situation. We will assume that we have installed a new Cisco WiFi rotor that will enable to end users to conduct their daily activities were not reinventing the wheel here. These users had access to WiFi before just that the speed was terrible. To fix this, the local I t installed a new router and played a bit with its settings without proper testing. The performance afterwards, the user experience dramatically changed as the speed was way higher. But there is a but here they got disconnected every now and then thing that's didn't happen in the past. Needless to say, this was more than frustrating as these users had to participate to remote meetings and for every last connection, they would lose 10 to 15 minutes of that particular meeting. Apart from that, for every time the connection was lost, one of them was calling. The service asks to report the incident. A restart of the rotor would then be performed in order to restore the connection. This is called a work around and was applied for numerous times before it was brought to the problem managers attention. The next step was to raise a problem and get to the bottom of it so that's the users can conduct their work without having any interruptions. After a series of investigations, it was determined that the rotor was working on a 40 channel, and I'm saying 40 because it was interfering with several others, leading to the loss of signal. A change request was raised, applied and, of course, made a problem disappear. There is more to adhere, but I'm saving it for the demonstration. Now let's see the process diagram and learn more about how the process unfolds as any other process. It will start with the trigger, and this trigger can vary from service, desk or incident management. Where the surgeon persona realizes the issue, the recurrent one to proactive problem management when the problem manager discovers it by himself looking into the backlog, there is also a potential scenario where the supplier of a hardware softer or service reports to the problem manager that there is a problem with what he offers and in action needs to be taken. The second step is to check if the reported or discovered problem has a work around in place, and if the answer is yes, the problem manager will check for known errors in the problem management database. Apply it and close the problem. This is the simplest solution, but what happens if there is no work around in place? Well, this leads us to the next step of the process where the problem manager has to conduct the assessment off the problem by assessment. I am actually referring to the correct categorization and prioritization because, of course some problems can have a bigger impact or urgency than others. It works just as an incident management. Depending on the selected urgency and impact, the priority will be set. Now that we have finished the initial phases, it is time for the problem manager to conduct the root cause analysis on determine what lets the recurrence of the incident and thus discovering the primary source of the problem . The problem manager knows what he's doing and we'll find the fix which leads us to the next step of the process. Applying the fix This step usually requires assistance from other process managers or teams , but keep in mind that it is the problems manager responsibility to coordinate and monitor how the fix is applied. Once the fix has been applied, the problem manager will mark the race problem. As a result and post confirmation, he will eventually close it as an out. The process that I have presented should give you more than an overview of how the problem management works. But I'd like to mention that depending on the organisation's requirements, the same process can be adapted to meet these requirements. Okay, guys, we've come a long way now let's put into practice what we have learned and discovered even more cool things with the help of a demonstration. The first thing that we have to do is to open the service now instance, and just before we jump into the demonstration. Let's do a quick recap of glorious case. Remember that we had to users who reported that ever since the new rotor was installed, their WiFi connection would drop several times a day. This incident has a work around and that is to restart the rotor manually. But now it's time to put into value the problem manager and the problem management process . We will assume that the incident is already open and it has been brought to the problems manager attention that it is actually a recurrent one. Therefore, a problem record needs to be open. To do so, we need to right click on the form bar and select Create problem when you're formal open and please notice that there are some changes when comparing with the incident form. The first thing that we see is a small diagram which displays all the states of the problem record, including the current one. Then we have the service field, which is something that we haven't seen before. Also, the short description turned into problems statement. We can also notice a new tab in our section with the name of analysis information and Leslie A complete new related lists which holds various information about days land from which the problem was created, the number of affected see eyes, some problem tests and any potential outages. Now that we're familiar with the problem form, let's continue our journey and fill in the fields we need. In order to assess the problem correctly, we will start by selecting a category. In our case, it will be network, then the wireless subcategory For the service, I will be selecting I t services and lastly, the configuration item. Our 40 router, which is fictional here now We also have to set a priority for our problem, and I'm thinking of priority free. So let's play with impact and urgency. We are almost done assessing the record. We just need a couple of more things to select, and these are on assignment. Group on a sign e. On the work note to display what steps have been taken so far. Luckily, service now created some out of the box users and groups, so let's go ahead and choose one. And after that, typing the work notes. Something like this problem has been firstly reported two weeks ago when the new router was installed. Once this is done, click on assess and after the page reloads. If you scroll down to the related list affected, see I tab, we can see that our rotor has been added there. What this basically means is that if the service now has been configured in such way, the configuration manager and not only should be aware that one of the sea ice is causing a problem and in action needs to be taken. Now, let's scroll up again. Click on confirm and it's time for the root cause analysis during this step, the problem manager would ideally get in touch with the configuration manager and a responsible person who installed the rotter and start analyzing what went wrong. Fraud. This time, the problem manager should make sure he feels in the analysis information with details about the work around and the cause notes for the work around. We already know the steps, and that is to contact the local I T and Researcher Router and for the cost notes. Since this is a fictional demonstration, I will blame the person who configure the router and say that the five gigahertz channel is set to auto, and this leads to an interference with another router that is located in its proximity. We now know what caused it. We know how to quickly fix it, but we want to fix it for good. And in order to do that, we need a standard change in the router settings. I'm not going to actually create one now because I'm talking about problem management. But if you're anxious to learn more about change, managements don't worry, because it's right around the corner has in the next lecture now getting back to our demonstration. Let's go ahead and click on start fix as soon as you do that and you pop up window will appear asking to fill in the cause notes, which we already did, and the fixed notes where we can mention something like after completing the change requests related to the auto Channel, the issue should be addressed. Click on OK, and it's time for the test of the Roger Stability to check if they should truly disappeared or not. After performing these tests, click on Resolve. And if you need to update the fixed notes where it's something new, you can do it from the resolution information tab else. Leave the record as it is, and click on complete to close the problem as a note. If the problem somehow reappears, the problem manager can choose to select reanalyze, which will take him to the root cause. Analysis step. But don't worry, because this won't be our case for sure. That's it. In terms of problem management, guys, thanks for watching and stay tuned for the change management process 10. Change Management: Hello, guys, and welcome back to the Change Management lecture. Same as we did before. We will start with the definitions, share some real life examples and then continue with the rest of the lecture. Are you ready? OK. The process of change management is responsible for controlling the lifecycle of all changes and works to enable beneficial changes to be made with minimal disruption. Toe i t services. The objective of change management is to ensure changes are recorded, assessed, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner. I have basically walked you through the whole process high. Now it's a lot of information, but as the lecture unfolds, we will recap going to more details and share examples. For now, I have divided a tour e in a more friendly way that is, into free pillars, goal, objective and categories. So let's see what this means. Starting would go as mentioned before we could mention controlling the life cycle of old changes with the outcome of minimal disruption toe I t services. Then we have the objective for which I'm going to say that following the process thoroughly and in a controlled manner is a must. The last pillar is occupied by the category types, and these are normal changes, which require approval from a pretty fine persona or the cab. We then also have the standard change, which does not require any approval and are probably the most common changes for an organization can deal with it. And lastly, the emergency changes which are unplanned and require authorisation from cab. What is cap you're asking? It stands for Change Advisory Board, and it is basically composed out of a group of persons that are working together to analyze all possible wrists in case the change will be implemented. Once the cab meetings or discussions are done, they have to either prove or reject the emergency change. As simple has that let me now present with some real life I t related examples of change management. An example of an emergency change would be to restart the VPN service as it is overloaded, and it's running very slow. Various users have complained about it. A problem has been raised hand. Now it's time for an emergency change. Another example of a standard change would be to decommission a server that is no longer needed this has been raised by the local I T. They know that they have replaced the server with the newer one wits better specifications . And since they don't need it any longer, they don't want to have it registered in their domain or in the configuration management database. That's it. In terms of definition and example, guys, we should have a good understanding of how change management works, but we're not at the top yet. So let us continue the learning path and discuss about the personas as well. Remember that the problem management process was interfacing with almost all the other processes. Well, change management is no different, so I'm going to enumerates the most common personas and explain it the roles in this process, the end user is the first persona he's the affected one, just that he doesn't know that his reported incident actually requires a request for change in order to address it. After all, why would he care? He just wants to work and doesn't really care how daesh would be fixed. The next persona is the problem manager who also interact with the change manager in case his problem requires it to do so. In our previous lecture, we've learned that in order to fix the rather for good, a configuration was supposed to be done and that is a request for change. So far, so good, right? Well, let's move on. The incident manager also plays a big role here, and that is because a major incident and not only can be fixed by applying a change. Usually the procedure would indicate so on the incident manager would know that he needs to get in touch with the change manager and girl for an emergency change. Since we are already talking about emergency change, I couldn't miss out the cab team who, as you already know, are responsible for analyzing the impact of the emergency change. And also it is their final decision whether that change would be accepted or not. Guys, there are way more personas to adhere. I just didn't want to get you board right from the beginning. But as the lecture will unfold, some other team members will be presented to you. For now, let us discuss about the use case that we will be going through in the demonstration to continue the Fred. I'll get back to the U. S case we have mentioned in the problem management demonstration and if you remember, there was a point where the problem manager had to request a change in order to adjust the configuration of the faulty router and thus resolving the problem. If you're wondering if I'm out of ideas, the answer is now. I just want to continue the Fred so that it makes more sense and see how the ideas and processes are connected to each other. The objective of the demonstration is to understand how requests for changes done and what are the steps that the change manager has to go fruit till the change is complete. To make things better as a bonus, I am going to also walk you for a different standard change that is already available for us in the service now instance. Till then, let's have a look at how the change management process works, given the fact that the change management process interfaces with so many other processes, its starting point or trigger can also very from request fulfillment, incident management, problem management, event management and many others. What do you think hold these processes have in common ult early the need for a change in the i T services to make his job easier. The change manager should always ask himself, the seven ours who raised the change request. What is the reason behind the change? What is the expected return required from the change? What are the risks involved in the requested change? Who is responsible for the create test and implement the change phases? How many resources are required to deliver the change and lastly, what is the relationship between the suggested change and other changes now getting back to our process? Diagram. Let's assume that a change request has been identified and raised. The request for change can be created by the change manager himself, which is the best practice year or by the other process owners. If the system is configured in such way after having it created, he will assess the change by looking at the priority category, subcategory and many other fields. As we will see in the demonstration right after this step, if we are looking at a normal change or an emergency one, it will require approval from the change authority or the captain, and if not, it will automatically skip to the next step, which is the schedule. Want a change regardless of its type? Well cause an impact in the system and therefore the change manager has to take into account the time frame in which the implementation off the change will cause the least impact makes sense right after scheduling, it has mentioned the involved team has to actually deliver by implementing the change in the system. Right after that, a review or a series of tests will follow in order to determine if the implementation was successful. We are now looking at the final state of a change which is of course closed as in out. There is also a canceled state which is not common, but one might use it if the change is no longer needed. Okay, guys. So we saw the process went for it. Now it's time to get our hands dirty and move on to the demonstrations. So the first thing that we have to do is to open the service now instance And since you are already familiar with the demonstration we have seen in the problem management lecture, let us open the same problem record by typing in the application navigator problem and select the all module from here. Open the problem record form and in case it's in the closed state, select reanalyze in order to change the state to root cause analysis. And finally we can proceed with our change request demonstration, right click on the form header and select Create normal change as soon as he did at a new formal open. That is the change form, of course. And the first thing we notice is that just as for the other processes, this one is also unique because it comes with its own fields. I will start with the diagram shape which illustrates all the steps this change has to go through before it is complete. I will share more details about the state's once we reach them because the plan is to complete this change and hence going through them all is a must now going forward, we can also see that the priority fields have moved to the left hand side. The urgency has been replaced by risk and the priority itself can now be adjusted by the change manager. From the right hand side, we can switch the change type from normal to emergency, select the state manually and two new fields called conflict status and conflict. Last run. These two fields actually come in handy if a change has been scheduled to run for the same configuration item that is our router in this example. That's the same time. How does this help? Well, it's simple. The team or teams that will implement the change will avoid overlapping with other teams in case multiple changes are required. Now, if you scroll down, we have an entire new related lists that will store information about planning. And this includes, for justification on actual plan a risk. If there is one, of course, a back out plan and a test one. The next step in the same related list will store information about the scheduling phase. This is nothing else, but some start or end dates, which the possibility of adding a cab date or a delegate as well moving forward There is the conflict tab, which we already spoke about Then we have the notes step where the change manager can communicate internally or with the customer if needed. And lastly, we also have a closure information tab that stores the closure coat and notes that it with this rated list. But if you again stroll down, you will see that there is another one waiting for us. I wouldn't bother you too much with it. I'm just going to say it holds all the trans Verceles information about this particular change. This basically means that it will give you an overview of the affected C I the problem or incident that caused it. The impacted services, etcetera. I'm done with the teary guys. I wanted to briefly introduce you to the change form, but we're now ready. So let us select a category A service and a Simon group and then assigning before we proceed and ask for approval. We need a plan. So let's start with the Justification Field where we will say that the newly poor chased router disconnect several times a day, leading to a least 20 minutes of in activity. This was not experienced before hands the need for a change. We will continue with the implementation plan where we can mention something like the local I T team will travel on site test which channel works best without interruptions and selected manually for the risk and impact analysis. I can't think of any hands we will type in, not applicable. The same goes for the back out plan. And lastly, for the test, we will mention that the local I T team will connected the router with multiple devices and run a download speed tests to make sure that's the configuration succeeded as an out this planning phase usually requires detailed steps and some technical information in order to have it approved. Yes, I know the ones that I wrote are not, but I will show you an existing change that includes all sorts of technical details in the next demonstration. Now, getting back to the current example, Click on request approval and let's see what happens. The state changed to assess, but right below it, a new one appeared, mentioning that this change is awaiting approval. We are the system administrators and in our instance, were like rodents. So let's go down to the approvals tab. Open the created task. Typing a common such as the planning is valid and click and approved because we want to go forward right now. What? Well, a new approval is needed just at this time the cab board or a T least one member should also approve a new task. I know it doesn't make too much sense, but in reality the service now instance can be configured to remove this step and involved the cab board just for emergency changes. However, this is not the case, so let's open a random task and approve it so that we proceed with our change. This time, the state's changed to scheduled, meaning that we have to select a plan start date on an end. One. In this face, the change manager will get in touch with the implementation team. Inquire about these dates, and once he obtains this information, he should write him here. It's simple for us. No need to synchronize with anyone, so let's pick up to random dates. But let's keep it real and make sure that these days are close to each other. Lived other fields as they are, and let's go ahead by clicking on implement. This, of course, is a fictional step. But assuming that the team who was responsible for the implementation did well and fix the issue, let us click on review and by default, once the implementation will be fixed, identification will also be sent to the affected user with the purpose of informing came about the completed implementation. This is the part where the change manager or a different persona, depending on how the process is designed, gets in touch with the end user to check whether the change was successful or not. Needless to say, if the answer is yes, we will click on the close button and that should do it. That's it for this demonstration. Guys, I hope you've liked it. And since I've mentioned something about a detailed plan, let us quickly raising your standard change and take it from there in the application Navigator typing change and select the module. Create new from here to standard change and let's go for the server. Standard changes option In here I will select decommission local office domain controller and prepare to be amazed. This is a template that applies only for these types of changes. They're probably common and to avoid writing the same steps every time they were saved as templates and they can be applied whenever dis scenario is encountered. Basically, the process remains the same, just that some fields are pre populated and there is no need for approval because it is a standard change. I hope I have managed to answer your questions. Guys, By the way, congratulations on surviving all the 15 minutes. And lastly, please stay tuned for the next lecture where we will be discussing about configuration management database. 11. CMDB: Hello on. Welcome back to the CME to be lecture, same as we did before. We will start it off by understanding what CMD be means. We will also talk about it's purpose and some benefits. All of this will be eventually followed by two real life examples so that you get the complete picture. Already. Let's get started with the definition. CMD B stands for Configuration Management database, which is nothing else but a database used by an organization to store information about hardware and software assets commonly referred to as configuration items or sea ice. You can think of this database as a data warehouse that will not only store information regarding the assets, but also for the relationships meaning that seemed to be will store exact information of how two or more see eyes are bonded to each other. Another cool thing about CMD be is that it provides an organized view of configuration data and a means of examining the same data from any desired perspective. Pretty cool, right? I've mentioned CIA's before, but this is a general term as a C. I can be a piece of hardware, software service, location, documents, etcetera. Let us now also discuss a bit about the benefits of having a CMD be in place. Well, I think that the definition spoke for itself. But if you still need to be convinced, imagine that a C MDB user would have a complete view of the entire infrastructure and could identify easier. A flaw within it seem to be also promotes transparency and visibility. If let's say a server is the commission's, the configuration manager could easily remove the C I from the CND be with just a few clicks. Another interesting example is that whenever a change or emergency change is required, the change manager can have a look at the c. I A need for a change and understand how it is related to the other services and also in case of failure. How many users would be affected by the change? Not only the change manager can benefit from the same DB, but also the help desk agent. How well, if an end user were calling to report an incident for his laptop, say, I don't know, a missing driver for the graphic card, the agent could easily determine the model of the laptop and what kind of driver is near to fix it just by having a look in the c m d B. Okay, guys. So I think we have a solid understanding in terms of theory of how the same to be process works. Now let me present you with the personas that will continue to guide us for this journey. The secret here is that there is an entire team rather than a single person here off course , depending on deep scale, but usually in order to implement, maintain and improve the seem to be a single person wonder. We will refer to this persona as the configuration management team. And apart from them, the secondary personas will come into the picture as beneficiaries. And here we can mention the help desk incident manager, problem, manager or change manager. The list can go on. No need to worry. I've just wanted to introduce it to the most common personas to highlight my point of view , even for their How will stop here with the personas and introduce it to the use case that we will be using in our demonstration and is of course related to what we have been discussing so far. What I have in my mind is to create a scenario where the human Resources Department would need a database that will hold information about their candidates, such as location, email, address, etcetera. This is nothing else but data. And as any data it needs to be stored. Somewhere in our demonstration, we will want to add a hard drive as a C I in the sea MDB and a virtual database as another CIA, apart from adding them into CMD be. We will also make them dependent to each other because if the hardest dies, for some reason, the database will not be accessible any longer, meaning that all the information regarding potential employees will be lost. We don't want this to happen, so the I t. Should consider backing up that her drive. But that's a different story now that we have put this year's case behind, there is only one more step before jumping into the demonstration, and that is to walk you through the process of how I plan to deliver this year's case so that it makes even more sense before practicing. The process will start by identifying the need of a new configuration item in the CME to be . The next step is to check where will then you see I fit, meaning that we need to check if there is an existing class or a new one needs to be created from scratch. You can think of classes as categories, and most likely you won't need to create a new one, as there are plenty of pretty fine classes in service Now. Now talking about creation, There are several options from which you can choose how to create a configuration item. And these are the following, starting with the most popular option, the Discovery one. This is a tool that will automatically discover the existing harder and softer in the organization and will automatically populate the CMD be with the found information as stated before, this is the most used option, and it works best for bigger organizations with complex infrastructures. The next option is the importing from an external source, such as an existing database or, I don't know, on Excel file whatever works, as long as the information is stored somewhere and finally, the last option, which we will be also using, is the manual, one that is most likely used to create only a handful of sea ice rather than a huge amount , because it will be time consuming and no one wants that right. The next step in the process is to add one or multiple relationships to the sea ice so that we completely benefit of that nice Chema map and have the complete picture ends now approaching towards the end of our process. The last step here is the health check one where the C M. D. B is monitored and maintained up to date. When I'm saying monitor, I'm referring to the process of evaluating how many sea ice have remained undiscovered and also how many of them are duplicates? Should we want to measure the health of a C M D B. We should refer to this KP eyes completeness in which the sea eyes are tested for required and recommended fields that are not populated. Correctness, which will make sure that the sea ice are tested against pre defined data integrity Rules such as identification rose to detect duplicates, see eyes or orphan. See, I rose now moving on to compliance, which is the KP I, where the CME to be data is audited for a difference to the pretty fine process and, lastly, relationships where the health of the configuration item relationships assisted for indicators such as orphan and duplicate relationships. Okay, guy, So we can now safely stay that we're good with the process. Now let us see how all of the supplies in service now by making use of the demonstration. The first thing that we have to do is to open the service now instance and stop here for a second so that we build a plan and go over what we want to achieve. We wanted to create free configuration items as follows. Ah, hard drive, a database and a placeholder for the HR employees. The story here is that one of the HR employees will call in the service, asked to report that they cannot access the list of candidates because the database is down . What the HR guy does not know is that the particular list that he is looking for a stored in a drive, and to make the agents work easier, we will create a schema map and associate the database with the hard drive. Let's start by typing in the Application Navigator configuration and select the module. See I class manager. From here, we'll click on open hierarchy and start looking for our C I classes in which we will create our own configuration items. We will start with the HR placeholder, and we will think of it as a service. So let's go down to the service class, click on it and then, from the option menu select see I list in the countin frame. We will see a list containing all the existing services, but we already agree that we want a new one. So let's go ahead and click on New. In this new form, I will type in the names such as HR existing employees at the System Administrator as the owner and leave the other fields as they are, because for the demonstration, this should be more than enough. Once this is done, click on Submit and let's move on to the next configuration item. Click on Hierarchy again, and this time, since we want to create a database, let's search for the same and repeat the same steps. Just at this time, we will name the database as employees, candidates select a random type and click on submit. We're now down to one more C. I, which is the hard drive, of course, click on hierarchy, Search for Storage Device and select disk. It's time to create a new hard drive by clicking on you and filling in the form with some random names, as the label doesn't matter that much, but rather the functionality. After this is done, click on Submit and reopen the CIA so that we had our first relationship. If the related item does not show up, make sure to right click on the form header. Look for configure than form design. Wait for the new window to open and then search for See I relations and drag it onto the content frame. Don't forget to click on safe, and we should be good to go now. Return to the sea I form, and from the new related item, click on the plus I can. Here comes the fun part. We will want our database to be dependent on the hard drive, so let's click on Connected by Child, Scroll down and look for the hard drive we have previously created. Selected by applying the validation mark and then from the right hand side, click on the plus Aiken to add the relationship in order to confirm the changes, click on Save and Exit and let us also relate the HR existing employees with these sea ice . To do so, you will need to go to hierarchy again, search for service, then go for the CIA list and open hours if they're related. Item list somehow does not appear. Please repeat the same steps, and after that, click on the plus I can. We will select depends on parent and remove unnecessary filters after that search for the database we have already created and associated with the hard drive. And once you found it, click on the plus I can and to validate the changes. Select safe and exit. Are you ready for testing? I sure hope you are so typing Application Navigator Incident and select the module. Create new. I won't even bother to feeling the other fields. I'm just going to go straight for the configuration item, then typing employees candidates because this database was reported as not functional. The purpose of doing the step is because we want to determine what caused it right. Just click on the dependency view option next to it and then you schema map will open in a new tab. This is pretty straightforward. And, as promised, it will illustrate the relationship between the HR department, the database and the faulty hard drive. This map has tons of options. It can be customized in many ways, but I think you've got the picture. Guys, Thanks for watching and being patient. I met. You've learned some new things. And if there are unanswered queries, please don't hesitate to contact me by using the Q and A section or a PM Till then. Stay tuned for the next lecture on Discover even more interesting things. 12. Knowledge Management: Hello guys, and welcome back to the Knowledge management lecture. Same as in real life. Every organization should be guided by the knowledge is power Moto. We're going to adjust this motor translated into a process definition and then get back to real life. And I t related examples for a deeper understanding. Knowledge management is responsible for gathering, analysing, storing and sharing information across bun organization. The process main purpose is to ensure that the right information is delivered to the right place or person at the right time in order to enable informed decisions. Some key objectives of knowledge management worth mentioning are enabling the service provider to improve the service quality, reduce service costs and increased customer satisfaction. Another one would be ensuring staff has continuous access to adequate information service usage and consumption service, delivery constraints and problem information such as errors, Fords and workarounds. So what does this actually mean? Well, let's think outside of the box here, whether we're working at a construction yard in a court or, I don't know, playing football, we have to follow some instructions right at the construction yard. We would have to wear a safety helmet and the yellow vest in court. We need to follow the law, don't talk out of turn and playing football implies that you need to score goals, but not from an offside position. These are probably not the best examples, but they match our needs and the same goes in the I t world. If Ananias air causing to report that his outlook application hangs, the agent that took the coal has to look somewhere for information in order to fix it throughout your life, you must have called at least once to complain about something whether it was a high electricity, real delayed delivery of a product, you name it. What all these examples have in common is the new given information that will solve your problem in the I t world. This information is called a knowledge article which is part of a knowledge base. These two combined along with several other aspect, represent the knowledge management process which is quite more complex, as we will see later on in this lecture. For now, though, we are good military. So let us proceed by looking at the person us that will help us navigate throughout this journey. I'm going to keep it simple for knowledge management and reveal only free, important personas that actually make use of this process the most. The 1st 1 as you might have guessed, is the end user whom, as in real life, is advice to seek for information before asking for help in service. Now, information translates into knowledge articles, and these are accessible for the end user from the service portal. As we will see later on in this lecture. The second persona is the help desk agent who will support the end user in resolving his issue by following a knowledge article. Without them, Dejan would probably fly in the dark and lose the users time the slating to poor quality services. We don't want this to happen, so let's take advantage of the knowledge articles and use them. So we saw that both the end user and the help desk agent are following knowledge articles stored in the knowledge base. But someone has to look after it and maintain it up to date. Who can it be? Well, I have basically shared the job description at a high level, of course, for a knowledge manager, but don't get full because even though it might sound easy. In reality, his job is pretty difficult and requires a certain profile with a certain set of skills. For instance, a knowledge manager should be meticulous, details oriented self starter self learner, etcetera with made the percenters Guys were now fully acquainted. So let's proceed to the use case that we will be using in our demonstration. I have picked free not just one example for the demonstration part so that we really have a solid grip and understanding of how the knowledge management process works. For the first example, we will picture ourselves as a proactive and user, and I'm saying proactive because we're going to browse some knowledge articles on our own, hoping that we will find our answer. For the second scenario, we will act as a helpless Cajun's, open an incident and then search and apply a knowledge article with the purpose off solving the reported issue. The last act belongs to the knowledge manager who will show us how easy it is to create a knowledge base and then add or retire a knowledge article from It sounds like we have work to do. But before the demonstration, let us study our approach by looking into the process diagram. The process will start with either the end user, helpdesk agent or the knowledge manager identifying the need of a knowledge article. This need may arise from various reasons. Either a knowledge article isn't found at all or it is outdated. In order to publish a knowledge article, it must go through various steps. The 1st 1 is the draft state in which the knowledge article gets assessed and drafted right after that, depending on how the workflow is configured, it needs to be reviewed by either the knowledge manager himself or designated approve ER. The next and final step in regards to the creation of a knowledge article will be to publish it so that it will be visible for the end users or the helpless Cajun's. A similar process is followed when it comes to retiring it Should the knowledge manager consider that a knowledge article no longer needs to be part of the knowledge base, he can choose to retire it and again, based on the configuration of the workflow, UN approval might be needed as a note. All the retired knowledge articles can be republished by following the same workflow used for creating it. That's it about this process, guys. No need to spend any more time on it, but rather let's see how all of the supplies in service now, along with the other use cases I have mentioned before. Before we dive into the demonstration, I want to quickly recap the items on our agenda. The first part will consistent showing you how to create a knowledge base at a knowledge owner and manager. Once this is in place, I will show you how to create and retire a knowledge article. We will then continue by making use of this article from both user and help desk agent perspective. What I actually mean is that I will show you how the created knowledge article can be viewed from the service portal and from the incident form. Sounds like we have work to do. So let us open the service now instance, typing the application navigator knowledge and select the knowledge based module that is that we now see in the canton frame contains out of the box knowledge basis provided by service. Now our mission is to create a new one. Therefore, click on you and let's fill in the form. Give the knowledge base the name by filling in the title field, which training knowledge, then lived. The article. Validity Field blank as we don't want our articles to expire, but rather to be retired manually for the following free check boxes. Leave them unchecked because we want to continuously improve our knowledge base by taking into account comments and suggestions. We have finished with the left part. Now let's move to the right hand side and choose an owner for our knowledge base. Click on the magnifying loop on Select a User from the list. This person, Eileen Modern, is now responsible for the training knowledge database and can add or remove knowledge managers with the purpose of creating or retiring knowledge articles. Now in English, the owner is the top level for the knowledge base, while the knowledge manager is added by the owner to perform administrative tasks. For the sake of the demonstration. I will also add a manager by clicking on the locker, Aiken, then on the magnifying loop and select a random name from the list. The publishing retire Work flows should remain as they are, since they are already configured to do what they're supposed to. It is not the time to add a description for the knowledge base, such as training instructions for the employees, for the default knowledge field values. Let us select your description and add training in the next field so that our knowledge basis quarried once the agent will start filling in the short description. This is actually a cool feature because if there is a match between what he's writing in the short description and the existing knowledge articles, the article that corresponds the most will be recommended below. Don't forget to click on Submit, and you will be returned to the previous page, along with some confirmations, mentioning that some of the roles have been added to the owner and knowledge manager. That's it for this demonstration, guys, we have created our own knowledge base. Let us also learn how our knowledge article is created and later on retired. Now, without further ado, open your service now instance and typing the application navigator knowledge. Select the Create new module and lets start filling in the form. Leave the number as it is, and for the knowledge base, Little select our own base, which we have already created. Training knowledge leave the particularly fuel blank. And for the sake of the demonstration, let's add a random validity date and leave the other fields as they are. As an out the default article type is set for HTML. The initial workflow face is draft, as this is a normal functionality. The workflow field actually refers to the state of the Knowledge article is currently into , but we will see how this unfolds along this demonstration. The attachment link lets you download the article instead of opening it in another window, and the display attachment option will show any attachments that are available for this article. We're not going to add any attachments for this demonstration. So let's move to the short description and your article body. How liver to your imagination to provide whatever instructions you might think our relevance, the training Knowledge base. And as for myself, I will type in training a request for the short description and for the body article. In order to request the training, all employees need an email approval from their direct manager attached the ticket. Once you're done, click on submit and we will want to move this article from the draft state to published. In order to do so in the Application Navigator, type in my knowledge articles and select the module with the same name. Now click on the knowledge article we have created. Open it on click on Publish. It was this easy to publish a knowledge article, but please keep in mind that in real life, the work flows are usually more complex and included least one more step where the knowledge manager or knowledge owner have to approve the article in order to be published. Now it's time for testing in the application Navigator typing knowledge and select the module with the same name. Under the self service application. In the content frame, we see a list with the existing knowledge basis, select hours and click on the Knowledge article. From here, we can rate comment or evaluate the quality of the article pretty cool right now that we have published it, let's say we want to remove it in the application Navigator typing, published and select the module with the same name. Under the knowledge application opened the form of the knowledge article we have created and from the form header. Click on Retire. Now, If you go back to the self service knowledge, you will see that the article disappeared from the list as a note. The same thing that I have told you about the configuration of the workflow while creating an article is valid from retiring it. Now. Make sure to republish it in order to continue with the demonstration in the application. Navigator Typing retired, Open the model with the same name. Select our article, and lastly, click on republish. Give it a couple of minutes so that the changes get reflected in the system and then open a new incident form by typing in the Application Navigator incident and selecting the module . Create new. Assuming that Ananias Air wanted to access an application called Training, the help desk agent would have logically typed in the short description something related to training, right? Well, as soon as he did that, the article we have created appeared as a recommendation and the agent would have open it and one for the instructions. Pretty cool right now. Let us switch places and check what the end user is seeing on his Isn't the first thing that we will do is to open the service portal by typing its name in the application navigator and then selecting it. Now I'm going to act as a proactive and user that's always six for information before asking. So let us open the knowledge based application and then randomly select the knowledge article that can be followed by the end user himself. The selected knowledge article guides the user step by step through all the settings of Internet Explorer 10. This basically means that if he had a question related to cookies, this article would have helped him without needing to call the service desk. Listen to the annoying music while on hold Dill Witter Junior agent etcetera. He managed to find the answer by himself So cute ish to the proactive and user. We have finished the knowledge management lecture Guys. I hope I have answered your questions. If there are still queries, remember that I'm just one click away and can be reached through a PM or the cure in a section 13. Service Level Management: Hello and welcome back to the service level management or the short version assalum lecture . Let's start it off by going through its definition, the free components and some examples for each of them. Service level management is the process responsible for negotiating service level agreements and also ensuring that these are Matt. Asylum is also responsible for ensuring that all I t service management process operational level agreements and under pining contracts are appropriate for the agreed service level targets. Asylum will monitor and report on service level with the purpose off Holding regular customer reviews meetings they go for asylum is to maintain and improve i t service quality for a constant cycle of agreeing and monitoring or reporting upon i t service achievements . With the expected outcome off eradicating poor services through these methods, a better relationship between I t and its customers can be developed. You might have noticed some new terms here, such as S L a O L. A. And you see, these are the components I was mentioning about earlier. And what better way to understand what they mean and do, but with some actual examples, starting with S L. A, which stands for service level agreement. This is nothing else but the signed contract between the organization that will receive I T Services and the outsourcing company. To make it short, you can think of a contract between the and users organization and the Help Desk Agents organization. It's obvious that as a paying company, they would expect to receive quality services within a pretty fine time. This pretty fine time represents the S L. A. It can be negotiated, tracked and configured in service. Now, as you will see later on in the demonstration, the next component in our list is the oil. A short for organization level agreement. As its name suggests, this is an agreement. Inside the help desk organization, for instance, there can be an oil in place that will capture how much time passes since a ticket is open till it actually gets assigned, OLS can be configured for assignment groups priority location configuration item, you name it. The take away here is that the overlays main purpose is to contribute to delivering internal quality services and thus ensuring that the SLS are met. The last mentioned component is you see short for under pining contract and dis represents an agreement between the Hell Disc agents company and another vendor working in the I T industry requires lots of hardware and software, and no matter how big the company is, it would still need some contract with a vendor. Whether we're talking about monitors, servers, laptops core, why not furniture? They all need a new scene place sign with a vendor. Same as for the other components, these contracts need to be tracked regardless, If this is a one time per chase or a maintenance contract, enough with the teary guys will get back to all of this terms as this lecture unfolds. But for now, let's proceed further and me the personas involved in this process. The first persona from our list is the customer. He is the one who will benefit from the S. L. A. Because by having a service level agreement in place, his race ticket one be forgotten in some que unassigned. The next person on our list is the help desk agent who has to make sure that the ol eight threshold does not breach and thus contributing to the overall S L. A customer satisfaction etcetera. Unlike the customer who in most of the time is unaware of such agreements. The help desk agent will see the ol A or S L A task in service now for his reference for the time being, let's stop with the details here because we'll get back to that in the demonstration and I will show you exactly how it works. The next personalized the vendor, which provides different services toe organization. This services will be delivered in a pretty fine time and tracked through in under pining contract. We will call the last persona as the service now administrator. But this depends from one organization to other. This role includes the configuration and maintenance of the S L a O L. A. And you see, definitions were good with the personal guys. This wasn't that complicated, right? I'm sure the answer is now, So let us move forward and see the use case I have picked for this demonstration. A practical example that I have on my mind is to implement a service level agreement definition for the incident table and this definition will be triggered once a configuration item would be affected. Remember the router with kept talking about it is time to bring it back to our discussion. Let us assume that the router is crucial for the end users organization and whenever it is affected, it should be addressed at deer list. What better way to put pressure on the service provider? Tend to implement a strict S L. A. In the demonstration that will follow, I will show you how to create and configure this definition, including all of its conditions, and then check to see how it works and looks. Another interesting thing that I want to share with you is not an example, but rather an entire topic. And that is the reporting functionality in service. Now you need to see how this works because it is connected to the service level management process to be more precise, the service level manager and not only extracts reports related to S L A O L. A. And you see to determine how many of them have breached or not make sense. Right. Okay, so we know the definition. We've met the personas. We now have a plan to follow. The only thing that is missing before the demonstration is the process diagram which will introduce us into the flow in order to have a complete picture. We will started off from the early beginning and that is before the contract between the service provider and the customer is signed. The service provider will present a service portfolio in which the future offered services are described to convince the customer. The service provider will describe this services in details and emphasize on the fact that as a service provider, they already have an infrastructure in place ready to be put to work. This infrastructure consists of physical occasion. I t employees, including human resource is hardware, softer processes, etcetera. Let's play along and assume that the customer is really impressed with all of this, but mentions that he already has his own processes in place and wants to stick with them. The service provider should have no problems in accepting that. But what makes it interesting is the fact that right after that, they should discuss and negotiate the Sele's. This is not just interesting, but also funny because most of the times the customer will come up with some ridiculous terms. And if the competition is strong, the service provider has no choice left but to accept the terms and suffer some contractual penalties. If DSL is are breached and trust me, sooner or later, this will happen. I've mentioned competition for a reason, and that is because I want to share with your true industry story that blew my mind away when I first heard it. There is a country with huge potential in terms of I t. Outsourcing, and this country probably holds the biggest I T players on the market. It is known that one company from this country builds a number of huge resorts for its employees and also for their future partners. Just because it happened in the past on multiple occasions, actually to have their clients stolen by the competition, right from the hotel that they were staying, how this happened. Well, the front of receptionists knew that there is this big client coming up, and as soon as he checked in, he would have started making phone calls to the competition. Yes, creativity at its highest. So, after having lost a number of important clients, the company eventually decided to build a number of big reserves that I was telling you about earlier included some luxury rooms. Of course, for the potential clients so that they don't get approached by the competition so easily. Quite interesting. Right now, Getting back to our process diagram. I want to also quickly walk you through the implementation process in service. Now, assuming that's the customer and service provider have agreed upon Sum s allays, it's now the service now administrator's job to implement them. In the instance, it's a pretty straightforward process. If you're familiar with the administration of an instance, all he has to do is to select the type target table workflow and then at some conditions. If this is the first time you are hearing about this, rest assured because I will walk you through the entire process of creating a service level definition. In the demonstration that will follow, we will start a demonstration. Siri's with the creation of a service level agreement definition. In order to continue, please open your service Now instance, typing the Application Navigator s L. A definition and select the module with the same name. Click on you on. Let's see what this form has to offer for us by filling in the fields. Let's give this s l a. A name like network see, I then leave the type as it is for the target Little select resolution and for the table. Let's choose Incident table. As we will be using the incident management application on Lee, the workflow field should remain as it is. So let's move to the right hand side. The application field is great out, meaning that we can apply this s l A for other applications as well, Then the duration type should remain as it is because we want to manually input a time slot for this resolution. To be precise, I will type in free hours. The schedule can be 24 by seven because we want this writer to be happened running all the time. And lastly, the times on source can remain as evidence. Let us now move forward and configure this definition even further. Scroll down and select a start condition. We will want our definition to start once the ticket is active and our configuration item is associated with our incident. So go ahead and look for a random configuration item because this is just a test. Please apply this conditions And once you are ready, we can move to the post condition in here, we will. Select state is on hold and same should be DSL A hance this condition, Leslie, we have to configure the stop condition as well. And the only filter we should apply here is state is resolved so that the S L A definition stops once the ticket will be put in the resolved state. Once you're done, click on submit and let's test what we have created. Typing the application Navigator incident and click on the create new module filling some fields with random text for your reference such as Kohler, Short Description, Impact, Urgency or Assignment group. Make sure you leave the configuration item field empty for now and India and click on submit now reopened the ticket. And in order to see the S L. A task, we have to add a related list. So go ahead and right click on the form header, Select configure and then related list from the left slash bucket at task A silly bash task and move it to the right one. Select safe and go back to the record at the bottom of the page and you're related list appeared containing information about the time elapsed and left for this ticket. Still, it breaches the pre defined S L A. Remember that we have configured our own definition. Now it's time to test it. So let's have the same configuration item we have used for the service level agreement definition. Save the form, then scroll down to see it for yourself. As you can see, our own S L. A is displayed here along with the other, including details about the time elapsed remaining, etcetera. I think we have a pretty good idea of how do yesterday definitions work. Now let's explore this even more by making use of the reporting application, which the expected outcome of displaying the incidents that have breached or are to be breached in a pretty fine time, and also another one that will display the SLS status for all the incidents that have associate ID our problematic configuration item. Let's get ready for work. So typing the application navigator reports and select the module, create new give the reporter names such as breached incidents, select the source type table and look for the incident underscore S L. A table as an out this table will display only the incidents that have or had a service level agreement task associated with them, not old incidents may have a definition defined for them. It's up to the organization to decide how the configuration works best for them. For instance, a Priority five incident may not have any s L a task at all. Now getting back to our demonstration, let's click on next and pause here for a second. I wanted to tell you that if you find yourself in need for a fancy presentation, you can also choose to export this data in a graphical friendly way by choosing one from the left hand side. This is not our case, though. I just wanted to tell you that we can do this as well. So let's proceed by clicking on the next button. The list that now appears in the content frame currently displays all the incidents stored in the incident table, regardless off their state. We want to configure this and show only the breached incidents. Solaris, click on the condition builder and at the condition has breached is true. After performing this step, click on run, then the list should refresh accordingly. The same girls, if you want to check which incidents have s L. A. Tasks in progress. Just change the condition toe false and click on run again. Now, if you want to configure the report even further, you can add a configuration item as a condition. Click on the Boolean operator and right after that, select our configuration item and then again on run it is that easy to work and filter out reports off course. This is way more complex. You can choose to schedule these reports share via email or even export them in multiple formats. We'll stop here for now. We've achieved our target and so hard. The service level management process works and also interfaces with the others. Thanks for watching guys. Don't forget to practice what you have learned on your own. 14. Closure: hi, guys, and welcome back. I'm not going to bore you with a recap of the agenda because you are. You know what you have covered, right? Basically, if you've made it so far, it means that you have completed the course, and there's not too much to say about this. But congratulations. I'm really proud and most thankful because you followed this course. And at the same time, I hope that you have learned or remembered about some itis and processes or PAL service now works now going forward. I'm not a fan of saying that by Nor I am good at it, so make sure to stay subscribed to discourse, as I will have it updated with some other processes when the imagination will strike. Till then, the make sure to complete the last quiz. And if you have any kind of questions or suggestions, please use the Q and A section, or why not the messaging application. Take your guys and talk to you soon