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Migration of the ITCM workflow from Remedy to Service-Now

Migration of the ITCM workflow from Remedy to Service-Now. VOC Working Group meeting 31-Jan-2013 Alex Lossent – IT/PES. In a nutshell. When the Sysadmins need to contact you in case of a problem/alarm on your machines they will do it via the Service-Now ticket system instead of Remedy

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Migration of the ITCM workflow from Remedy to Service-Now

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  1. Migration of the ITCM workflow from Remedy to Service-Now VOC Working Group meeting 31-Jan-2013 Alex Lossent – IT/PES

  2. In a nutshell • When the Sysadmins need to contact you in case of a problem/alarm on your machines they will do it via the Service-Now ticket system instead of Remedy • Starting from February 18th 2013 • We do not expect this to significantly affect VOBoxoperations • Just reply to emails from the sysadmins as before • Details: http://itssb.web.cern.ch/service-change/migration-itcm-wrokflow-remedy-service-now/18-02-2013 2

  3. What else changes? • Opening a ticket to the Sysadmins • Do not use Remedy anymore! • Not sure how frequently this was used by VOCs? • A new ITCM (IT Call Management) form exists in Service-Now • Demo: https://cerntest.service-now.com • ITIL role needed in Service-Now • Alternative: create request against Sysadmin FE in http://cern.ch/service-portal • Browsing ticket history for a given VOBox • Old tickets: search in Remedy • New tickets (after 18/2): search in SNow • ITIL role needed in Service-Now 3

  4. What else changes? • There will be a change of behaviour for the "ITCM CC Email field" visible in CDBDump • SysAdmins use these emails to contact the persons responsible for the machine (in case of problem/alarm with a VOBox) • primary "contact address", usually vobox-admins-XXX • (optionally) a list of additional email addresses can be specified in CDB ("/system/cluster/itcmccemail") • so that these additional persons are also contacted by the Sysadmins in case of problem. 4

  5. What exactly changes: • In the current Remedy workflow, there is a slight difference between the primary contact address and itcmccemail: • when a Sysadmin has a procedure for a given problem AND can successfully apply the procedure without interacting with the persons responsible for the machine AND the procedure does not say to notify anyone, • then nothing is sent to the primary contact address (vobox-admins-XXXX) but the itcmccemail email addresses still receive a copy of the Sysadmin's work log (i.e. what the Sysadmin did) • In the new Service-Now workflow, the primary contact address and itcmccemail will behave exactly the same: • nothing is sent to either of them when a Sysadmin follows a procedure to resolve a problem without interacting with the persons responsible for the machine, • both are contacted whenever the Sysadmin needs to contact the persons responsible for the machine. 5

  6. Effect on VOBoxes • This makes a difference only when the Sysadmins have actually been given procedures that describe how to resolve certain recurring problems • E.g. reboot VM after a crash • https://opm.cern.ch/OPMs/OP-PROC-HyperV.html • Current procedure does not say to notify contact address • But itcmccemail was being notified (will not be anymore) • Only a handful of procedures exist for VOBoxes • The other procedures do say to notify the relevant persons • Conclusion: • With the exception of VM reboot, there does seem to be any other situation where the change would make any actual difference for VOBoxes • Do we want to change the “reboot VM” procedure to notify contact addresses when this happens? 6

  7. Extra material Training session: 05/02/2013 Tuesday afternoon from 14:00 to 14:30. Room: 28-S-029 Requesting ITIL access: Via vobox.support@cern.ch, which will validate and forward to Service-Now team 7

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