DriveIT-Extra

Drive IT Training: Tool Lab

Instructor: Adam Wilburn ([email protected])

Tools Overview

Agenda Please forward questions that
can not be answered or are
 Overview Session outside of scope to:

● Overview Session and Lab [email protected]

 Break Questions will be routed to the
 Incident Lab regional Drive IT for review
 Request Fulfillment Lab and enhance the Global IT
FAQ.

 Problem Management Lab (as time permits)

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What to Expect

 This class is:

● An opportunity to see the new tool and have some hands-on experience with
ServiceNow.

● The environment is still being configured, so some elements may not work 100%
as expected on Day 1.

 This class is not:

● Mapping existing processes and tools to new processes and tools

 For the Lab Environment:

● Have a piece of paper handy. We will need that to keep track of various activity
numbers during our lab exercises.

● I will show you first, then have you do the lab.

● When the lab says enter your name, use your LAB user name.

 Questions?

● Please forward questions that can not be answered or are outside of scope to:
[email protected]

Questions will be routed to the regional Drive IT for review and enhance the 3

Global IT FAQ.

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Lab Login

Login ID (for lab only)

 URL: https://fiatchrysler.service-now.com/login.do

 Login: TRG_N_ICT_USER_XX (Example

TRG_N_ICT_USER_42)

● (Users 42 to 60 are available and align with the workstation
you are sitting at + 40. i.e.
Lab Station 2 = TRG_N_ICT_USER_42
Lab Station 12 = TRG_N_ICT_USER_52)

 Password: Password1

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Login (outside the FCA environment)

User name is: CAG\TID

CAG\TID

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Lab Session Notes

Overview Lab

Complete sections A through E

1.To Start. Ensure tabs are turned on (gear

icon/settings, “Tabbed Forms” option)

2.Instruction C. Delete your bookmark when done.

Please Note

 Delete your bookmarks you create in the lab

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Overview Lab

Complete sections F through I

1.Instruction F. Select an open incident. If you need to

fill in information, just pick any item.

2.Instruction H. Delete filter.

Please Note

 Delete your bookmarks you create in the lab

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Overview Lab

Complete section J

1. Step 5. “visible to” field is not on the form. You

can safely disregard this instruction.

Please delete the bookmark and report you created
when the lab is complete.

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Incident Lab

1. Keep notes of the incident numbers you create!

We will use it in the next lab.

2. Section A. Instruction #9 gives you the

Impacted Application to select on the Incident
record.

3. Section A. After instruction #9 before #10, save

your incident.

4. Skip Section C. Review BSM

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Request Fulfillment

1. Keep a list of the Request (REQ) and

Requested Item (RITM) numbers created

2. Section C. Number 8 and 9. The system may

take a minute before it is marked as completed.
You may need to refresh the browser.

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Problem Management

1.Use the open incident from the end of the

previous lab as a starting point for this lab

● Keep notes of the activities and tasks you create

2.Pay attention to which user you should be

logged in as

3. Section B. Don’t add a related incident. SKIP
4. Section C. Impersonate:

ICT_Problem_Manager

5. Section F. Skip 2 to 4. (Known Error)
6. Section H. Skip verification section.

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Bonus Information 14

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Search Basics

Agenda

 Wildcards

● *searchterm: or %searchterm%: search for values that contain searchterm
● %searchterm: search for values that end with searchterm
● searchterm%: search for values that start with searchterm
● =searchterm: search for values that equal searchterm
● !*searchterm: search for values that do not contain searchterm
● !%searchterm: search for values that do not end with searchterm
● !=searchterm: search for values that do not equal searchterm

 Boolean Operators

● OR example: "email password" OR email
● AND example: "CPU load" AND "10 minutes“
● NOT example: "CPU load" NOT "10 minutes“

 REMEMBER: *searchterm (search for values that contain searchterm)

http://wiki.servicenow.com/index.php?title=Introduction_to_Searching#gsc.tab=0 15

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Drive IT Global Services Key Terms

Term Definition

Configuration Item Any component or other service asset that needs to be managed
(CI) in order to deliver an IT service (e.g. IT services, hardware,
software, buildings, people, and formal documentation such as
Configuration process documentation and service level agreements). A CI's
Management record will include all of the relevant data, such as manufacturer,
Database (CMDB) vendor, location, etc.
ITIL User
Database that contains all relevant details of each CI and details
Known Error of the important relationships between CIs
Database (KEDB)
ICT user working directly and frequently with the Drive IT GS tool
Resolver Group and processes

Ticket Repository of all established root causes. Each Known Error will
have its own record, which will show the detail of the root cause,
5/6/2015 workaround, fix (if one has been implemented) as well as some
categorization information

New term for former ICT ticket organizations, which have the
same members and same responsibilities as before (see Resolver
Group Naming Convention page)

Term used for all Incident, Problem, and Request records

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Resolver Group Naming Convention

Former ICT ticket organizations are now called Resolver Groups (which have the
same members and same responsibilities as before)

Each Resolver Group has a unique name; an example is shown below

N_USA_XXX_DRIVE IT GLOBAL SERVICES

Region Country Support Office Technical
Location Support Group
G – Global Three digit
A – APAC country code Note: XXX Technical Support
E – EMEA represents all Group for CI,
L – LATAM USA locations
N – NAFTA generic service,
or contract

Note: You can search for Resolver Groups in Drive IT Global Services using aliases, which are
the former TTTS ticket org. names (for example, the alias / ticket org. name for the above
Resolver Group is “ITSM”)

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Drive IT Global Services Resources

Website:
https://teamsites.chrysler.com/sites/driveitglobalservicesinfo/Pages/HOME.aspx

Questions? Contact [email protected]

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Incident Management 19

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What is Incident Management?

An Incident is an unplanned interruption, or a reduction in quality, of an ICT
service.

Incident Management is responsible for restoring normal service operation as
quickly as possible and minimizing the adverse impact on Business operations.

In NAFTA, for Release 1 (June 8, 2015), the Drive IT Global Services Incident
Management module will replace TTTS P0, P1, P2, and P3 records. Business

users will choose “Fix Something” when they want to report an Incident in
Drive IT Global Services.

Click here for the full Incident Management process documentation

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Incident Management Process Roles

Role Description

ITIL User General term for ICT user working directly and frequently with the Drive IT GS tool and
processes.
Global Process
Representative Accountable for overall quality of the process; oversees management of, and compliance with,
processes, procedures, data models, policies and technologies used with the IT business
Incident Process process. Responsible for sponsorship, overall mission, design, and change management of
Manager the process and its metrics.
Incident Manager
Supports the Global Process Representative with the effective rollout and execution of the
Incident Owner process within the designated regional or organizational scope of responsibility.

Responsible for ensuring the effective operational execution of the process and continued
process improvement.

Responsible for tracking the end-to-end Incident lifecycle, ensuring that the issue is solved.

Incident Coordinator The point person within a Resolver Group who is accountable for all Incidents assigned to
their group. Responsible for monitoring their respective queues for assigned Incidents, and
Incident Analyst assigning them to the appropriate individuals within the Resolver Group for further
Incident Submitter investigation.

Responsible for investigating, diagnosing, and resolving assigned Incidents; logs and/or
validates Incident records and provides initial support for resolving Incidents.

Anyone in the organization requiring ICT services to fix an issue.

Business Relationship This role is responsible for the managing the relationship with the business for a particular set

Manager of services and/or business functions/processes.

Note: One individual may perform multiple roles 21
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Request Fulfillment 22

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Request Fulfillment

Request REQ0000

Requested RITM0000 RITM0001
Item

Task TASK000 TASK001 TASK001

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What is Request Fulfillment?

“Request” is a generic term for many different types of demands for ICT
services. These include user requests for the provision of an orderable item,
standard change (to be implemented in Release 2), advice, information, etc.

Request Fulfillment is responsible for managing user requests end-to-end.
The process will also assist with general information, complaints or comments.

In NAFTA, for Release 1 (June 8, 2015), the Drive IT Global Services Request
Fulfillment module will replace TTTS P4, P5, and P6 records. Business users
will choose “Order Something” when they want to make a Request in Drive IT

Global Services.

Click here for the full Request Fulfillment process documentation

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Request Fulfillment Process Roles

Role Description

ITIL User General term for ICT user working directly and frequently with the Drive IT GS tool and
Global Process processes.
Representative
Process Manager Accountable for overall quality of the process; oversees management of, and compliance with,
processes, procedures, data models, policies and technologies used with the IT business
Request Manager process. Responsible for sponsorship, overall mission, design, and change management of
Request Coordinator the process and its metrics.

Request Analyst Supports the Global Process Representative with the effective rollout and execution of the
Requester process within the designated regional or organizational scope of responsibility. Responsible
for ensuring the effective operational execution of the process and continued process
improvement.

Responsible for tracking the end-to-end Request lifecycle, ensuring that the Request is
fulfilled.

The point person within a Resolver Group who is accountable for all Requests assigned to
their group. Responsible for monitoring their respective queues for assigned Requests, and
assigning them to the appropriate individuals within the Resolver Group for further
investigation.

Responsible for executing specific Tasks required to fulfill Requests; updates Request record
and escalates issues or delays in the fulfillment of Requests.

Anyone in the organization that needs to submit a request for ICT services.

Request Approver Specifically identified people (Business and ICT) who have the authority and responsibility to
approve requests.

Note: One individual may perform multiple roles

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Problem Management 26

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Problem Management

Problem PRB0000

Problem PTASK000 PTASK001
Task

Approvals Approval - Approval -
XXXXX XXXXX

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What is Problem Management?

A Problem is the underlying cause of one or more Incidents.

Problem Management includes the activities required to diagnose the root
cause of Incidents and to determine the resolution to those Problems in both
FCA and supplier managed/owned Configuration Items. It is also responsible
for ensuring that the resolution is implemented through the appropriate Problem

control procedures.

In NAFTA, for Release 1 (June 8, 2015), the Drive IT Global Services Problem
Management module will replace RCA records.

Click here for the full Problem Management process documentation

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