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ServiceNow platform for the end of year closure

ServiceNow platform for the end of year closure. Patricia Mendez Lorenzo for the IT Service Management Team CERN, 13 th December 2013. Few highlights. Goal of the meeting: We are here to resolve all your questions about:

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ServiceNow platform for the end of year closure

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  1. ServiceNow platform for the end of year closure Patricia Mendez Lorenzo for the IT Service Management Team CERN, 13th December 2013

  2. Few highlights Goal of the meeting: We are here to resolve all your questions about: Operational procedures for the CC operators during 2013-2014 end of year closure CF representative: Fabio Role and scope of ServiceNow SM team

  3. ServiceNow role The ServiceNow infrastructure is providing a platform for the calendars definition including: Individual calendars defined on a FE base Two types: BEST EFFORT and PIQUET Engine to associate calendars (and therefore support) to individual CIs (hosts) Declaration of critical FEs (a la SDB) We are not providing ANYTHING different of what you had in the past in SDB We have just changed the platform, NOT the facility itself

  4. Steps to follow in ServiceNow Information included in KB0002371 Declare the criticality of your FEs following the same range declared in SDB Value < 8  NOT critical FE Value >=8  critical

  5. About critical FEs IT Service Management agreed with IT-CF that calendars should be declared in ServiceNow AT LEAST for critical FEs for this end of year closure WHY?: Because CC operators will use the information included in the calendars to contact FE experts in case of major incidents Because the (usual) way of contacting experts is through phone… Nothing new, same procedure as defined in the past when SDB was containing the phone information for the experts HOWEVER If any special and different approach is expected for your FEs CC operators must be informed appropriately HOW?  Create special procedural KBs as KB0002101 explains

  6. Steps to follow in ServiceNow (cont) In the case your FE(s) are not sustained by specific CIs Once you have declared the calendars or the special approaches YOU ARE DONE In the case your FE(s) are sustained by specific CIs You need to link the CIs to the existing calendars ServiceNow has established this relation through a new field called: ”FE Identifier” defined at the FE level CI  FE  Calendar

  7. Steps to follow in ServiceNow (cont) In the case your FE(s) are sustained by specific CIs: Go to LANDB and declare at the level of the “Responsible for the device” field a specific e-group This e-group will be imported in ServiceNow during the daily synchronization with LANDB at the CI level as the “Responsible group”

  8. Steps to follow in ServiceNow (cont) In the case your FE(s) are sustained by specific CIs (cont): The same e-group will act as UNIQUE FE Identifier at the FE level and it has to be MANUALLY completed at the FE level

  9. Steps to follow in ServiceNow (cont) In the case your FE(s) are sustained by specific CIs (cont): That’s ALL, the CI  FE  calendar chain is established Ensure you have your calendars and/or your procedures in place

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