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ITCM-2-SNOW 1 st Review Meeting

ITCM-2-SNOW 1 st Review Meeting. CERN, 19 March 2013. Contents of these slides. List of requests submitted by Service Managers, CC operators, sys admins and IT-CF members after putting the “IT Operation Management” module in production (25-Feb-2013)

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ITCM-2-SNOW 1 st Review Meeting

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  1. ITCM-2-SNOW 1st Review Meeting CERN, 19 March 2013

  2. Contents of these slides • List of requests submitted by Service Managers, CC operators, sys admins and IT-CF members after putting the “IT Operation Management” module in production (25-Feb-2013) • Status and discussion of all these requests • Slides available at: http://indico.cern.ch/conferenceDisplay.py?confId=241967 ITCM-2-SNOW 1st Review Meeting

  3. Major requests (I) • 5 min OLA has been requested for CC operators (Vincent/Benoit) • This OLA intents to measure the time between an alarm appears in LAS and it is acknowledge by the operator OUTSIDE ServiceNow • STATUS: DONE and deployed in PROD ITCM-2-SNOW 1st Review Meeting

  4. Major requests (II) • Management of external vendor accounts for supporters not coming at CERN (Anthony) • STATUS: Under discussion • The Vidyo team has been contacted to get their experience with this topic • A valid contract of the contractor with CERN should be enough to get CERN accounts (and therefore SNOW accounts) for these external supporters • Service Managers contacted via the email facility available in SNOW. Absence periods not recorded however (Jan) • STATUS: not possible ITCM-2-SNOW 1st Review Meeting

  5. Major requests (III) • Extend the e-groups in the watch list field, so the members can also access the tickets from the tool (Jan) • STATUS: DONE and deployed in PROD • Discussion of the required infrastructure support of ServiceNow (Service Management, mentioned by Anthony) • STATUS: Further discussions will be needed • SLA triggering based on the ticket volume (overload periods exclusion) • STATUS: Development pending ITCM-2-SNOW 1st Review Meeting

  6. Other requests (I) • Update the CC operators 2nd line Record Producers (Anthony) • STATUS: DONE and deployed in PROD • Modify the windows dialog size when editing the work notes in bulk mode (Gregory) • STATUS: Not possible • Several tickets recorded in the system without machine name (Gregory) • STATUS: if the corresponding machine has not been (yet) imported in SNOW, this issue can be visible • Easily resolvable forcing the machine name to be a mandatory field in the associated RP • Remove comments from sys-admins in the printed form of the ticket (Anthony) • STATUS: DONE and deployed in PROD ITCM-2-SNOW 1st Review Meeting

  7. Other requests (II) • Put the CI name back into the short description field (Service Management) • This is the case when the ticket is manually created • A more general solution, also requested by 2nd line when CIs will enter for any ticket • Usage of the email facility by CC operators (Service Management) ITCM-2-SNOW 1st Review Meeting

  8. Incidents (I) • Ticket automatically transferred from Resolved back to in progress (Anthony) • STATUS: Patch applied by John. This should be solved • Vendor tickets cannot have the Service Manager as caller (Luca) • When tickets are manually created the caller name has been modified to be the person opening the ticket • As side effect, the associated vendor tickets have still the service manager name into the caller field  This should be modified • STATUS: SOLVED and in PROD NOTE: The caller of the vendor ticket has been modified to be sys-admin who opened it ITCM-2-SNOW 1st Review Meeting

  9. Incidents (II) • No coherent display of the CI information in the reports (Fabio) Not modifiable. This is how ServiceNow provides the info ITCM-2-SNOW 1st Review Meeting

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