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Demos for SSB submissions with the new tool ( in Service-now )

Nicole Crémel, IT-DI-SM a nd John H efferman (SNOW developer). Demos for SSB submissions with the new tool ( in Service-now ). Introduction. P resentation of the new SSB was done on 16 July, see:

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Demos for SSB submissions with the new tool ( in Service-now )

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  1. Nicole Crémel, IT-DI-SM and John Hefferman (SNOW developer) Demos for SSB submissions with the new tool (in Service-now) Nicole Crémel IT-DI-SM

  2. Introduction Nicole Crémel IT-DI-SM Presentation of the new SSB was done on 16 July, see: https://indico.cern.ch/conferenceDisplay.py?confId=262818(Preview of new SSB, C5 Reporting and Alert facility in SNOW)

  3. Introduction Nicole Crémel IT-DI-SM • Today, we will only give demos for supporters providing ssb contributions (role “ssb-contributors”) • All is done in the SNow tool with one unique form for: • Create service incident publication • Create Planned Intervention • Create Service change Name for this form: “Create OTG record” (OTG for “outage”) (“ITIL role” is required <-> supporters)

  4. Technical Information Nicole Crémel IT-DI-SM This unique form (“Create OTG record”) is based on a SNow table (cmdb_ci_outage)to be used for ITIL Availability Management Extracted from SNow documentation: “One important table of information within the CMDB is the cmdb_ci_outage which tracks both planned and unplanned outages.”

  5. Create OTG record (SNowform) N.B. OTG records will also be used (in the future) for “Service Reports (C5/C3 meetings) and for “alerts” Nicole Crémel IT-DI-SM • Type “ssb” in the application navigator search • “Create OTG record” • SSB for “Publication Scope”

  6. Demonstrations Nicole Crémel IT-DI-SM Create one example for a: Service Incident publication Planned Intervention Service Change  Demos at https://cerntraining.service-now.com/(taking real examples in https://itssb.web.cern.ch/)

  7. Demonstrations Nicole Crémel IT-DI-SM In addition, possibility to create a service incident publication from an INC ticket in Service-now  Demos at https://cerntraining.service-now.com/

  8. Documentation Nicole Crémel IT-DI-SM • All documentation made with KB articles grouped with topic:“SNowSSB (OTG records)” • Available inside the form in the “Help” tab

  9. Nicole Crémel IT-DI-SM Thanks for your attention!Questions ?

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