Revision:11.

0
Functional and Technical RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Specification
Author:JohnWorthington
Incident Management

Functional/TechnicalSpecification
HUIT_Functional_TechSpec_v11a.docx
March8,2013
Version11.0

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Functional and Technical RevisionDate:03/08/2013
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Specification
Author:JohnWorthington
Incident Management

Document Control
Revision Description Author ApprovedBy Date

1.0 PreDraftTemplate J.Worthington R.Lo 1/25/13

1.1 InitialDraft J.Worthington

6.0 FinalDraft(2.06.0coreteamedits)needto J.Worthington 2/15/13

addauthentication,bulkdataloadapproachand
parameters.

7.0 Additionalcoreteamedits 2/20/13

8.0 Additionalcoreteamedits 2/22/13

9.0 MovedISSUEStobodyofdocument J.Worthington R.Lo 2/22/13

10.0 Resolvedissues. J.Worthington 2/22/13

11.0 Finaleditspecfrozen J.Worthington 3/8/13

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Incident Management

Table of Contents
Introduction.............................................................................................................................4
FunctionalDesignScope..........................................................................................................4
IncidentManagementApplication...................................................................................................4

ScreenDesign&FieldSpecifications........................................................................................4
ScreenDesign...................................................................................................................................4

StatusDiagram......................................................................................................................14
Notifications..........................................................................................................................15
Confirmationemail(frominboundemail/portal)..........................................................................15
Assignedtoagroupemail..............................................................................................................16
Assignedtoanindividualemail......................................................................................................17
Resolutionemail............................................................................................................................18

SurveyQuestions...................................................................................................................20
Reports..................................................................................................................................21
IncidentManagement....................................................................................................................21
GenericRequests...........................................................................................................................27

IntegrationRequirements......................................................................................................28
EventDrivenIntegrations...............................................................................................................28
BatchLoadedIntegrations.............................................................................................................29
Authentication...............................................................................................................................30

TechnicalDesignRequirements.............................................................................................30
WorkflowConfigurationRequirements..........................................................................................30
EmployeeSelfService(forIncidents&GenericRequests)..............................................................32

Appendix...............................................................................................................................36
Approval................................................................................................................................36

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Introduction
ThisFunctionalandTechnicalSpecificationhasbeenpreparedforServiceNowtofacilitatethedesign
andimplementationoftheServiceNowITSMapplicationsuiteforHUIT.

FunctionalDesignScope
TheinitialdesignoftheHUITIncidentManagementprocesswillincludeanybreak/fixissuesassociated
withcustomersofteamsthatarealreadyusingHUITRemedy,includingsomedepartmentalteamssuch
asCampusServices,LibraryServicesandtheDivinitySchool.

Additionally,theinitialimplementationofIncidentManagementmustincorporateagenericrequest
process,whichwillincrementallyaddspecificstandardservicerequestmodelsovertimeaftertheJune
golivedate..

BothIncidentsandRequestswillbecomingthroughphone,email,aselfserviceportalandwalkinsto
theServiceDesk.

ItisimportanttounderstandthattheinitialreleaseofIncidentManagementisintendedtoestablisha
standardIncidentManagementprocessbyJune2013,andthatfutureimprovementcycleswillupdate
capabilities(otherprocessand/orapplicationintegration)overtime.Theinitialdeployment(June
2013)ofServiceNowisPhase1andintendedtobegintoestablishastandardIncidentManagement
processacrossHUIT.Somefeaturesoftheapplication(suchastaskrecordsforIncidentManagement)
willbeprovidedafterastandardprocesshasbeenachieved.

IncidentManagementApplication
HUITsIncidentManagementprocessisdescribedintheIncidentManagementProcessDescription.The
HUITapplicationforIncidentManagementisServiceNow.InformationabouttheServiceNow
applicationcanbefoundontheServiceNowWikisite:
http://wiki.servicenow.com/index.php?title=Main_Page

ScreenDesign&FieldSpecifications

ScreenDesign
Overview(Home)Pages
Thefollowinghomepageswereidentifiedwiththecontentdesiredforeach:

TechnicalResources&Analysts(Tier1&2)(includingtheServiceDesk)
o MyWork

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o StuffIneedtopickup(Unassignedtomygroup)
Management
o TicketsbyGroup
o Breachedticketsbygroup
o MajorIncidents/HighPrioritybygroup

Header

Welcome: [ROLE NAME]

Naviga on
Content Block Content Block

BreachedTicketsbyGroup

Content Block
MajorIncidents/HighPriority
Content Block
byGroup

Content Block
Content Block

TicketsbyGroup

Footer

ServiceOwner
o NumberofIncidentsbyservice
o Numberofincidentsbyprioritybyservice
TheServiceOwnermayalsobeaManager;theywouldneedtochoosewhichHomePagethey
wouldliketouse.

AssignmentGroupManager
o Whateachpersonisdoing
o Whatisinmyqueue
o Mygroupsoldesttickets
o Breachedserviceleveltargets

Figure1illustratestheHUITstyleguideline.Area1isfornavigation(levels24),area2isforthemain
contentandarea3isforinformationsnippetssuchasnews,ticketsummarycounts,etc.

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Header

Welcome: [ROLE NAME]

Naviga on Content Block

Content Block

Content Block

Area1 Content Block

Content Block
Content Block

Area2
Area3

Footer

Figure1StyleGuideline

TheHUITbrandingguidelinesarelocatedhere:

http://isites.harvard.edu/fs/docs/icb.topic937886.files///HUIT%20Guidelines%2072511.pdf

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Servicedeskrep(FirstLine)
Figure2illustratesthehomepagefor1stTiersupport,includingtheServiceDesk.NOTE:Individualsmay
settheirhomepagetoaprimaryIncidentorRequestscreenaswell(i.e.,CreateNewIncident,Assigned
toMe,etc.)

Welcome: [ROLE NAME]

Contact
SelfService My Work News

Service Desk

u
Incident
ITIL Summary
Problem
Reports Counts
Change
My Groups Work Cri cal Items
Config ra on Overdue Items
Service Catalog Items Opened >
1 Week
Reports

BSM Map Open Items by

Social IT
Escala on Graph

Figure21stTier&ServiceDeskHomePage

Area1NavigationContentBlock
FieldName Description
IncidentManagement DropdowntonavigatetoIncidentscreens
CreateNew
Assignedtome
MyGroupsWork
Open

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OpenUnassigned
Resolved
Closed
All

MyWork
Reports DropdowntonavigatetoReportsscreens
View/Run
ScheduledReports
ITILKPIReports
SummarySets

Table11stTier&ServiceDeskHomePageFields

Hidden:Problem,Change,Configuration,ServiceCatalog,BSMMap,SocialIT

Area2(MainContent)
Themainblockwillcontaintwocontentblocksasdescribedbelow.

MyWork/MyGroupsWorkAlistblockwiththefieldsdescribedbelow;generatesalistoflinks
dynamicallybyqueryingatablethatprovidesalltheworkassociatedwiththeindividual/group.When
theuserclicksalink,theassociatedcontentrendersinadetailpagebasedonitscontenttype.

Eachlineinthelisthasacheckboxforselectingmultiplerows,andaninformationbuttonthatwillpop
uptheIncidentcontentboxforthelineitem.

FieldName Description
IncidentNumber Autogeneratednumber.CanmasktoNumber
ShortDescription Text
Contact NameofpersoninitiatingtheIncident;maskedasCaller
Table21stTier7ServiceDeskHomePageListBlockDataFields

Area3InformationSnippets
Thesnippetsblockwillcontainthreecontentblocksasdescribedbelow.

OpenItemsbyEscalationGraph(Contentderivedfromthesystem)

NewsThisdisplayslivefeedsandnewsaboutoutages,etc.(Contentderivedfromthesystem)

ITILSummaryCountsThisprovidesrealtimecountersfor:CriticalItems(Openitemsthathavea
priorityofHighand/orMajorIncident),OverdueItems(Openitemsthathaveattainedanoverdue
escalationvalue)andItemsopenedforgreaterthan10businessdays(Itemsthathavestayedopenfor
longerthana10businessdays).

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IncidentScreen(maincontentarea)
TheIncidentscreencontainsthefollowingcontentblocks:

Incident
Notes
Worknotes
Closureinformation
Relatedrecords
Submit/Resolve

Figure6illustratesthemaincontentblocksandrelatedfieldsfortheIncidentblock.

AdditionalFields:
Incident/RequestIncidentsbySameContact
Symptom/OperationIncidentsbySameCategory
Related Incidents

Figure3IncidentContentBlock

IncidentBlockFIELDS Required
FieldName Description Type Open Close
IncidentNumber Autogeneratednumber.Defaultmaskis String Y Y
Number
ShortDescription Text Text Y Y
IncidentManagement DropdowntonavigatetoIncidentscreens Reference Y Y
Contact Includesalltheusercontactinformation Reference Y Y
(includingHUID).Autofilledtotheextent
possible.Alsostorealternatecontactinfo.
RenamedfromCaller.
ConfigurationItem Optionalfield.Lightweightwaytohandle Reference N N
HUITRemedyProductfields
Incident/Request Dropdowntoselecttypeofticket (defaultis Reference Y Y
Incident)IfRequest,transfertoRequest
screen.
ServiceCategory SeparatelineontheIncidentform. Renamed Reference Y Y
fromCategory.

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Service Dropdown/search,optionsdependonthe Reference Y Y

servicecategoryselected.Separatelineonthe
Incidentform.Renamedfromsubcategory.
Symptom/Operation Dropdown,optionsdependonwhetheritis Reference Y Y
anincident/request.Separatelineonthe
Incidentform.Ifthereisadefaultescalation
groupassociatedwiththeServiceorSymptom,
itshouldautopopulatethefiledontheform.
Impact Dropdown,defaultto4 Individual Reference Y Y
Urgency Dropdown,defaultto2 Workdegraded Reference Y Y
Priority (Calculatedfromimpactandurgency seethe Reference Y Y
PriorityMatrixinProcessDescription);ifVIP,
raisePrioritybyafactorof1.
Openedby Autofilledbasedonloginprofileofperson Reference Y Y
enteringtheticket
ContactType Dropdownchoices: Y Y
Phone
Email
Portal
DirectEntry(walkin)

State Dropdownchoices: Reference Y Y
Newjustreceived,nottouched
Unassignedhasgroup,bynoindividual
Assignedhasagroup,hasanindividual
Onhold(seepolicy)
Resolvedonlythepersonassignedcan
resolvetheIncident
ClosedverifiedORautomaticallyclosesafter
5days
Cancelledfromanystatus

AssignmentGroup Ifnotresolvedbyfirstlinegroup,thedefaultis Y Y
basedoncategory/service/symptom
AssignedTo NameofindividualthattheIncidentis Y Y
assignedto
RelatedIncidents Relatedincidentsarenotkeptinsync.Should N N
beabletoselectclosedincidents.
Incidentsbysame ListfieldofIncidentsbysamecontact N N
contact
Incidentsbysame ListfieldofIncidentsbysamecategory N N
category
Table3IncidentBlockFields

ScreenIconsandControls:

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Upperleft(greenarrow)buttonnamedIncident
o Adropdownfieldwiththefollowingchoices;(Problem,Request,Change;thesefields
willbehidden)

UpperLeftIncidentControlDropDownSelectLists

Incident Incident/Export Incident/Assign Comments

Label
Save PDF(portrait) OpensNewLabelpopup
CreateChange PDF(Landscape) New window,Pleaseenternamefor
CreateProblem thenewlabel
CreateRequest
CopyURL

Table4FieldsIncidentControlDropDownFields

Figure7illustratestheNotescontentblock

Figure4Notescontentblock

NotesBlockFIELDS Required
FieldName Description Type Open Close

CustomerWatchList Multiplepeoplethatareautomatically Icon N N

informedofactivityontheticket;defaultfield
maskisWatchList

ITWatchList Multiplepeoplethatareautomatically Icon N N

informedofworknotesassociatedwiththe
ticket;defaultfieldmaskisWorknoteslist

CommentsforCustomer Multilinetextbox.Aninprogressmessageis Text N N

enteredintothisfield.Emailsgotocontact
andindividualsonthecustomerwatchlist.
DefaultfieldmaskisAdditionalcomments

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(Customervisible)

Table5NotesBlockFields

Figure8illustratestheWorknotesBlock
ADD:SensitiveNotesField

Figure5Worknotes

WorknotesBlockFIELDS Required
FieldName Description Type Open Close

WorkNotes Multilinetextbox.EmailsgotoITwatchlist. Text N N

SensitiveNotes Removed Text N N

FirstLineknowledge Checkbox Checkbox N N

sharingopportunity

FirstLineopportunity Multilinetext Text N N

notes

Table6WorknotesBlockFields

Figure9illustratestheClosureinformationBlock

Figure6Closureinformation

ClosureinformationBlockFIELDS Required
FieldName Description Type Open Close
Knowledge FIELDWILLBEHIDDEN Checkbox N N
Closedby Autofillbasedonloginofpersonclosingthe Reference N Y
ticket.
CloseCode FIELDWILLBEHIDDEN Reference N Y
Closenotes Text N N
Closed Autofillbasedonclosureorifstatushasbeen Date N Y

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Resolvedformorethan5businessdays
Table7ClosureinformationBlockFields

Figure10illustratestheRelatedRecordsBlock(hidden)

Figure7RelatedRecords(Hidden)

FieldName Description
Problem Hidden
ChangeRequest Hidden
CausedbyChange Hidden
Table8RelatedRecordsBlock(hidden)

Figure11illustratetheSubmit/ResolveIncidentBlock

Figure8Submit/ResolveIncident

Submit/ResolveIncidentBlockFIELDS Required
FieldName Description Type Open Close
Submit Buttontorecorddataonform Y Y
ResolveIncident Buttonrequiredtochangestateto N N
Resolved
Table9Submit/ResolveIncidentBlockFields

OtherFunctionality:

Wewouldtoseeoneofthefollowingfunctionalities:

1. ASavebuttonthatupdatesthecurrentformbutkeepstheuseronthecurrentform
view.ThedefaultUpdatebuttonwouldbehiddenorremoved.

2. Ifitdoesnotbreakfunctionalityinotherforms,theUpdatebuttoncouldberenamed
Save&Returntosavetheupdatetotheformandreturntheusertotheirdefault
view,andaSavebuttonaddedtosavetheupdatetotheformbutkeeptheuseron
thecurrentform.

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StatusDiagram
New

Status automatically set to

Open Statuses Unassigned when the
On Hold Statuses
Assignment Group is changed. (SLO clock is stopped)
Note: for phone or walk-ins, the
status remains at New when
the Assignment Group is
completed for the first time. Status automatically set
On-Hold
to Assigned when Waiting for User
Unassigned user updates replies in
Portal or via Email.

Status automatically set to

Status automatically Assigned when the On-Hold
set to Unassigned Assignment To field is
changed.
Waiting for Approval
and Assigned To
field is blanked when
the user clicks the
link in the Resolved Assigned
Notification email
On-Hold
indicating Incident is
not resolved. Status can only be changed Waiting for Vendor
to Resolved if all tasks are
Closed .

Resolved
Status automatically
After5BusinessDays set to Closed after
24 business hours.

Closed Cancelled

Figure9StatusDiagram

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Notifications
TriggersforCustomeremails:

Openticket
Entryincustomernotesfield(needexample)
Resolution

Thesystemwillhavethecapabilitytoopen/closeaticketwithoutsendingacustomere
mail/notification.

Confirmationemail(frominboundemail/portal)
Your support request has been received and Case ID [Incident Number], has
been created
Dear[RequestorName],

ThankyouforcontactingHarvardUniversityInformationTechnology.Yourrequestforassistancehas
beenreceivedandtheCaseIDislistedbelowintheeventyouneedtomakereferencetoitinfuture
communication.

CaseID:[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)

Summary:[ShortDescription]

PleaseretainyourCaseIDforreferencepurposes.

Ifyouhaveaquestionaboutyoursupportrequest,orwouldliketoprovidemoreinformation,please
contactHUITSupportServicesat6174957777.ForanUrgentissue,calltheServiceDeskwhen
resourcesareavailabletograntaccessand/orassistindiagnosisandtroubleshooting.

Sincerely,

HarvardUniversityInformationTechnology

HUITSupportServices
CentralAdministrationSupport(617)4958411
FASSupport(617)4959000
HUITSupport(617)4957777
ithelp@harvard.edu
http://huit.harvard.edu

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Figure10CurrentConfirmationemail

Assignedtoagroupemail

From:HUITSupportCenter<ithelp@harvard.edu>
Subject:Incident[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeen
assignedtoyourgroup'[AssignmentGroup]'Priority:[Priority]Summary:[ShortDescription]
Date:January29,20132:46:01PMEST
To:"[AssignedTo]"<[AssignedToemail?]>
ReplyTo:HUITSupportCenter<ithelp@harvard.edu>

[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeenassignedtoyourgroup
[AssignmentGroup].
ServiceType:[Incident/Request]
Priority:[Priority]
Summary:[ShortDescription]

Name:[AssignedTo]
Location:[AssignedtoLocation?]

[LINK?]

https://remedy.fas.harvard.edu/arsys/forms/fasitrem
ars.fas.harvard.edu/HPD%3AHelp+Desk/?qual='Case%20ID*%2B'%3D%22INC000000556194%22
(Example)

Notes:[CommentsFROMUser?]

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Assignedtoanindividualemail

From:HUITSupportCenter<ithelp@harvard.edu>
Subject:Incident[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeen
assignedtoYOU.Priority:[Priority].Summary:[ShortDescription]
Date:January29,20132:46:01PMEST
To:"[AssignedTo]"<[AssignedToemail?]>
ReplyTo:HUITSupportCenter<ithelp@harvard.edu>

[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeenassignedtoyou.
ServiceType:[Incident/Request]
Priority:[Priority]
Summary:[ShortDescription]

Name:[AssignedTo]

Location:[Location?]

[LINK?]

https://remedy.fas.harvard.edu/arsys/forms/fasitrem
ars.fas.harvard.edu/HPD%3AHelp+Desk/?qual='Case%20ID*%2B'%3D%22INC000000556194%22
(Example)

Notes:[CommentsFROMUser?]

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Resolutionemail
Your support request, [Incident Number], has been resolved
Dear[RequestorName],

Yoursupportrequest,[IncidentNumber](IncidentNumberwillbeahyperlinktotheIncident)hasbeen
resolved,summarizedas[ShortDescription].

Thetechnicianaddedthefollowingmessageatresolution:[CloseNotes]

Westrivetoprovideexcellentcustomerservicetoallofourclients.Ifyoufeelyourissuehasnotbeen
resolved,oryouhavereceivedthismessageinerror,pleasecontactusforassistanceviaemailat
ithelp@harvard.eduorbyphoneat6174957777.

Sincerely,

HarvardUniversityInformationTechnology

HUITSupportServices
CentralAdministrationSupport(617)4958411
FASSupport(617)4959000
HUITSupport(617)4957777
ithelp@harvard.edu
http://huit.harvard.edu

Wasthishelpful?

SurveyLink: https://remedy.fas.harvard.edu/arsys/shared/FollowupSurvey.jsp

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Figure11CurrentResolutionemail

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SurveyQuestions
SurveyLink: https://remedy.fas.harvard.edu/arsys/shared/FollowupSurvey.jsp

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Reports
TheCriticalSuccessFactors(CSF)andKeyPerformanceIndicatorsoutlinedintheProcessDescription
shoulddrivestandardreportingfortheprocessatthistimeandarelistedbelow.

IncidentManagement
ReportTitle: AverageResolutionTime
MeantimetoachieveIncidentresolutionorcircumvention,brokendownbyimpactcode

Service 1University 2Multiple 3SingleGroup 4Individual

Wide Groups

ServiceA Ave.resolution Ave.resolution Ave.resolution Ave.resolution

time time time time

ServiceB Ave.resolution Ave.resolution Ave.resolution Ave.resolution

time time time time

TotalAllServices Ave.resolution Ave.resolution Ave.resolution Ave.resolution

time time time time

ReportTitle: FirstCallClosureReport
PercentageofIncidentsclosedbytheServiceDeskwithoutreferencetootherlevelsofsupport(often
referredtoasfirstpointofcontact)

ServiceName TotalIncidents PercentofTotalClosedonFirst

Call

ServiceA TotalIncidentsperperiod %oftotalIncidentsperperiod

closedonfirstcall

ServiceB TotalIncidentsperperiod %oftotalIncidentsperperiod

closedonfirstcall

TotalAllServices TotalIncidentsperperiod %oftotalIncidentsperperiod

closedonfirstcall

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Functional and Technical
Specification
Incident Management
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ReportTitle: IncidentVolume
TotalnumbersofIncidents(asacontrolmeasure)

ReportTitle: IncidentBacklog
SizeofcurrentIncidentbacklogforeachITService

ChangetoService

Figure12IncidentBacklog(NumberofIncidentsbyService)

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ReportTitle: MajorIncidents
NumberandpercentageofMajorIncidentsforeachITService

ServiceName TotalIncidents PercentofTotalClosedonFirst

Call

ServiceA TotalMajorIncidentsperperiod %oftotalMajorIncidentsper

periodclosedonfirstcall

ServiceB TotalMajorIncidentsperperiod %oftotalMajorIncidentsper

periodclosedonfirstcall

TotalAllServices TotalMajorIncidentsperperiod %oftotalMajorIncidentsper

periodclosedonfirstcall

ReportTitle: CustomerSatisfaction
Averageuser/customersurveyscore(totalandbyquestioncategory)

<mockupofcurrentHUITreport>(ShouldweputsamplereportsintheAppendixoralink)

ReportTitle: SurveyResponseRate
Percentageofsatisfactionsurveysansweredversustotalnumberofsatisfactionsurveyssent

Students #surveyssent #surveysanswered ResponseRate%

Faculty #surveyssent #surveysanswered ResponseRate%
Staff #surveyssent #surveysanswered ResponseRate%

ReportTitle: IncidentTargets
PercentageofIncidentsassignedwithinagreedtime(Incidentresponsetimetargetsmaybespecifiedin
SLAs,forexample,byimpactandurgencycodes)

ProductionIncidents

Priority TotalIncidents #Incidents&%of #Incidents&%of

Incidentsmeeting Incidentsmeeting
assignmenttarget resolutiontarget

1MajorIncidents TotalIncidents #Incidents&%of #Incidents&%of

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Incidentsmeeting Incidentsmeeting
assignmenttarget resolutiontarget

#Incidents&%of #Incidents&%of
2High TotalIncidents Incidentsmeeting Incidentsmeeting
assignmenttarget resolutiontarget

#Incidents&%of #Incidents&%of
3Moderate TotalIncidents Incidentsmeeting Incidentsmeeting
assignmenttarget resolutiontarget

#Incidents&%of #Incidents&%of
4Normal TotalIncidents Incidentsmeeting Incidentsmeeting
assignmenttarget resolutiontarget

DesktopIncidents

#Incidents&%of #Incidents&%of
Priority TotalIncidents Incidentsmeeting Incidentsmeeting
assignmenttarget resolutiontarget

#Incidents&%of #Incidents&%of
1MajorIncidents TotalIncidents Incidentsmeeting Incidentsmeeting
assignmenttarget resolutiontarget

#Incidents&%of #Incidents&%of
2High TotalIncidents Incidentsmeeting Incidentsmeeting
assignmenttarget resolutiontarget

#Incidents&%of #Incidents&%of
3Moderate TotalIncidents Incidentsmeeting Incidentsmeeting
assignmenttarget resolutiontarget

#Incidents&%of #Incidents&%of
4Normal TotalIncidents Incidentsmeeting Incidentsmeeting
assignmenttarget resolutiontarget

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ReportTitle: AssignmentAccuracy
NumberandpercentageofIncidentsincorrectlyassigned(reassignedatleast3times)

ChangetoService

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ReportTitle: CategorizationAccuracy
NumberandpercentageofIncidentsincorrectlycategorized

ChangetoService

ReportTitle: ServiceDeskWorkload
NumberandpercentageofIncidentsprocessedperServiceDeskagent

Agent TotalIncidentsinperiod %oftotalIncidentsinperiod

Incidentbacklogfilteredby[AssignmentGroup]

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GenericRequests

ReportTitle: RequestHandlingTime
Themeanelapsedtimeforhandlingeachtypeofservicerequest

GenericRequests DesktopRequests

RequestType AveragetimetoFulfill RequestType AveragetimetoFulfill

Urgent Urgent
High High
Medium Medium
Normal Normal

ReportTitle: RequestTargets
Thenumberandpercentageofservicerequestscompletedwithinagreedtargettimes

Generic
RequestType TotalNumberofRequests NumberwithinTarget %withinTarget
Urgent
High
Medium
Normal

Desktop
RequestType TotalNumberofRequests NumberwithinTarget %withinTarget
Urgent
High
Medium
Normal

ReportTitle: ServiceDeskFulfillment
PercentageofservicerequestsclosedbytheServiceDeskwithoutreferencetootherlevelsofsupport
(oftenreferredtoasfirstpointofcontact)

TotalRequests TotalRequestsAssignedtoServiceDesk (filterw/oescalation)

ReportTitle: RequestVolume
Totalnumberofrequests(asacontrolnumber)

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ReportTitle: RequestUserSatisfaction
Levelofusersatisfactionwiththehandlingofservicerequests(asmeasuredinsomeformofsatisfaction
survey)

ReportTitle: RequestBacklog
Thesizeofthecurrentbacklogofoutstandingservicerequests

AssignmentGroup OpenRequests Daily Weekly Monthly

IntegrationRequirements

EventDrivenIntegrations
InboundEmail
(Foroutboundemail/notificationseethesection,Notifications)

Fromusers

Create/UpdateIncident
Students,FacultyandStaffwillneedtobeabletoopenIncidentsandGenericRequestsviaEmail.The
systemmustassociatetheemailaddresswithaspecificqueue(assignmentGroup)oragenericqueue
fortheServiceDesk.

Thesystemwillneedtobeabletoopenaticketwithoutacontact,andpreferablywillbeabletocheck
uponsubmissiononknownemailaddressesandaffiliates(e.g.,gmailaddress).Theintegrationwill
needtobecapableofresolvingtomultiplealternateemailaddresses.

TheServiceDeskortheAssignmentGroupwillassignthetickettoaspecificindividual.

Students,FacultyandStaffwillneedtobeabletoupdateIncidentsandGenericRequestsviaEmailby
replyingtotheconfirmationemail.Thesystemshouldaddtheusercommentstotheexistingticket.

Thesystemwillprovideamechanismtopreventemaillooping(i.e.,theContactreplieswithathank
youresponse).

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Specification
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Incident Management

Fromeventmanagement

Create/UpdateIncident
Automatedsystemssuchasmonitoringtoolsshouldbeabletoopenticketsviaemailinasimilar
mannerasabove.Thedatamappingbetweenthetroubleticketingsystemandthemonitoringtoolmust
haveapredefinedinterfacespecification,typicallywiththefollowingdata:

Tagatbeginningandendofmessagetoindicateasinglealarm
Alarmpriority
Componenttype
ComponentName
ProblemDescription

ThetroubleticketingsystemshouldgenerateanIncidentthatcorrespondstotheinformationsentby
email,recordandmaintainalarmIDandIncidentIDmappingsothatwhenthestatusofanexisting
alarmchangesthecorrespondingIncidentIDisautomaticallyupdatedwiththechange.

Thesystemwillprovideamechanismtopreventemaillooping(i.e.,thesystemwillrecognizemultiple
Incidentsfromthesamesourcewithinagiveninterval).

BatchLoadedIntegrations

Contactinformation

Faculty&Staff

Students
FieldName Description Required?
HUID X
FirstName X
LastName X
Title X
VIPStatus/Special
X
Handling ?
SchoolCode X
EmployeeStatus Active,Terminated,LeavewithPay,etc.
StudentStatus Undergrad,Grad,Alumni,etc.
LastUpdate Lastdateprofilewasupdated X
Photo

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Primaryemail Work
Email2 Personal
Email3 Alt1
Email4 Alt2
Email5 Alt3
Insteadof'primary','secondary'canweidentifyas X
WorkPhone 'work','mobile','home','lab',etc.?
Ext X
MobilePhone
HomePhone
LabPhone
OtherPhone
DepartmentNo.
DepartmentName X
PrimaryLocationAddress X
PrimaryRoomNo. X
AlternateContactName
AlternateContactPhone
AlternateContactEmail
Table10CustomerRecordDataFields

Authentication
SingleSignon
HUITwillimplementthetoolinJuneusingatoolspecificusernameandpasswordcombination.Thisis
thesameauthenticationmechanisminusewithRemedytoday.

OncetheHarvardSAML2.0infrastructureisinproduction,ourintentistomigratetoSAML2.0andthe
HUID/PINauthentication.

TechnicalDesignRequirements

WorkflowConfigurationRequirements

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Specification
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Incident Management

SecurityIncidents

1. Ticketswillbeviewablebygroup;i.e.,ifitissecurityrelateditwillonlybevisibletothesecurity
group
2. TherewillbeaflagcheckboxtomarkanIncidentashighsecurity,whichwouldrestrictvisibility
ofthetickettoapredefinedlist
3. Additionalindividualsorgroupsmaybeaddedbyuserswithappropriateprivileges,usinga
watchlistfeaturetailoredtosecurityrequirements

TheJunereleasehasnotidentifiedspecificworkflowrequirements.However,thesystemwillprovide
forthecreationanduseofIncidentModelswhendefined.

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Incident Management

Thefollowinginformationisspecifictofunctionalitythatwillbeavailableafter
theJunerelease.

EmployeeSelfService(forIncidents&GenericRequests)
TheServiceNowapplicationprovidesaSelfHelpapplicationthatisintegratedintotheIncident
Managementapplicationaswellasotherapplications.AftertheinitialreleaseofIncidentManagement,
theuseofSelfServicewillbelimitedto:

Reporting/ViewingIncidents
RecordingGenericRequests
Changingprofileinformationandpasswords

Area1NavigationContentBlock
FieldName Description
SelfService DropdowntonavigatetoSelfServicescreens
Homepage
ServiceCatalog
Knowledge
HelptheHelpDesk
Incidents
WatchedIncidents
MyRequests
RequestedItems
WatchedRequestedItems
MyProfile
TakeSurvey
Table11SelfServiceHomePageFields

Hidden:Problem,Change,Configuration,ServiceCatalog,BSMMap,SocialIT

SelfServicePortal
Figure5illustratesthehomepagefortheSelfServicePortal.

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Functional and Technical
Specification
Incident Management
Revision:11.0
RevisionDate:03/08/2013
ReleaseDate:2/28/2013
Author:JohnWorthington

Welcome: [ROLE NAME]

SelfService Search News

Quick Links

FAQ

Figure13SelfServicePortal

Area1NavigationContentBlock
Linksto:Homepage,HelptheHelpDesk,Incidents,WatchedIncidents,

Hidden:ServiceCatalog,Knowledge,MyRequests,RequestedItems,WatchedRequestedItems

Area2MainContentBlock
FieldName Description
Incidentnumber Autogeneratednumber.CanmasktoNumber
ShortDescription Text
Contact Nameofcontact
Table12SelfServicePortalFields

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Incident Management

Area3InformationSnippets

IncidentTask(GenericRequest)Screen(maincontentarea)
TheIncidentTask(GenericRequest)screencontainsthefollowingcontentblocks:

IncidentTask

Figure12illustratestheIncidentTask(GenericRequest)contentblock

Figure14Request

IncidentTaskBlockFIELDS Required
FieldName Description Type Open Close
TaskNumber Autogeneratednumber.Defaultmaskis String Y Y
Number
ShortDescription Text Text Y Y
RequestedItem NotUsed
DueDate Thedatetheuserwouldliketherequest Date N N
fulfilled
Approval Notused
State Notused Reference Y Y
Parent DisplaystheIncidentnumberoftheticket Reference N N
thetaskrelatesto;autofilledbythe
system
Requestedfor Nameofpersonthatwantstherequest Text Y Y

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fulfilled
AssignmentGroup Ifnotresolvedbyfirstlinegroup,thedefaultis Y Y
basedoncategory/service/symptom
AssignedTo NameofindividualthattheIncidentis Y Y
assignedto
ITWatchList Multiplepeoplethatareautomatically Icon N N
informedofworknotesassociatedwiththe
ticket;defaultfieldmaskisWorknoteslist
Additionalcomments Textboxforaddingadditionalinstructionsas Text N N
required

Table13IncidentTaskBlockFields

PortalScreen(s)(enduserrole)
ThefollowingscreensarerelevanttotheSelfServiceportalforendusers.

CatalogItemCreateaNewIncident

Figure16illustratestheCreateaNewIncidentscreen

Figure15CreateaNewIncident

CreateaNewIncident(SelfService)BlockFIELDS Required
FieldName Description Type Open Close

Requestor Nameofpersonrequestingservice;(hasa Reference Y N

lookupbutton);fieldmaskisOpenon

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behalfofthisuser

Previousincident? Dropdownchoice;YesorNo;willhave Dropdown Y N

helpertextexplainingwhatthismeans

Shortdescription Textfield Text Y N

Impact Adropdownchoice;1)Universitywide, Dropdown Y N

2)MultipleGroups,3)SingleGroup,4)
Individual

Pleasedescribeyour Extendedtextfieldfordetailsofincident Text N N

issuebelow

Table14CreateNewIncident(SelfService)BlockFields

Appendix

Approval

Name,Title Decision Date

DecisioncanbeApproved,Denied,orNeedmoreInformation.

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