ServiceNow at LLNL Jumpstarting Business Service Requests

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ServiceNow at LLNL Jumpstarting Business Service Requests May 22, 2018 Charlie Hargreaves Computer Scientist ITSM Tool Developer LLNL-PRES-936634 This work was performed

1 ServiceNow at LLNL Jumpstarting Business Service Requests May 22, 2018 Charlie Hargreaves Computer Scientist ITSM Tool Developer LLNL-PRES This work was performed under the auspices of the U.S. Department of Energy by Lawrence Livermore National Laboratory under contract DE-AC52-07NA Lawrence Livermore National Security, LLC

2 Commitment to ITIL V3 Incidents are Failures and Requests are Requests Issues with not allowing Requests to be processed as Incidents Defining the Services, Types of Requests and the steps to complete Building workflows for each type of request Provide an easy way to create Requests Make it easy to maintain 2

3 Commitment to ITIL V3 Incidents are Failures and Requests are Requests Issues with not allowing Requests to be processed as Incidents Defining the Services, Types of Requests and the steps to complete Building workflows for each type of request Provide an easy way to create Requests Make it easy to maintain Our solution A catalog item that captures Service, Type of Request, user info, details A workflow that processes the steps required to complete the Request 3

4 Commitment to ITIL V3 Incidents are Failures and Requests are Requests Issues with not allowing Requests to be processed as Incidents Defining the Services, Types of Requests and the steps to complete Building workflows for each type of request Provide an easy way to create Requests Make it easy to maintain Our solution A catalog item that captures Service, Type of Request, user info, details A workflow that processes the steps required to complete the Request How we accomplished this A single catalog item A table related to Business Service that holds sequentially defined steps Types of steps are Approvals, Tasks and Scripts A workflow that cycles through each step until all are processed 4

5 Business Service Request Steps Table Each row is executed by the workflow sequentially Rows with the same sequence number are executed at the same time Sequence Business Service Request Type Type Assignment Group Short description 0 ServiceNow Enhancement Request Notes SMO Request new feature or functionality in 100 ServiceNow Enhancement Request Task SMO With ITSM Team, determine if request wil 300 ServiceNow Enhancement Request Script Set RITM Owner Group to ServiceNow Gover 300 ServiceNow Enhancement Request Task ServiceNow Governance Meet with Governance Board; Prioritize r 400 ServiceNow Enhancement Request Task ITSM Team Work on request for new feature or funct 400 ServiceNow Enhancement Request Script Set RITM Owner Group to ITSM Team 500 ServiceNow Enhancement Request Script Set RITM Owner Group to SMO 500 ServiceNow Enhancement Request Task ITSM Team Validate new feature or functionality in 600 ServiceNow Enhancement Request Task ITSM Team Push update set(s) to prod 600 ServiceNow Enhancement Request Script Set RITM Owner Group to ITSM Team 5

6 Business Service Request Steps Form ServiceNow Enhancement Request Script entry 6

7 Business Service Request Steps Workflow Sequence step(s) are pulled into the workflow Start Business Service Step Table Get Step(s) Based on Sequence, Service, Type of Request Type(s) defines the path through the workflow Once all steps for the sequence are complete the workflow moves to the next sequence Create All Tasks for this Step Task Branch Based on Scratchpad Variable Values Approval Create All Approvals for this Step Script Execute All Scripts for this Step Wait for All of this Sequences Steps to Complete 7

8 Business Service Request Steps Actual Workflow 8

9 Business Service Request Steps Catalog Item 9

10 Demo 10

11 So How Is It Working? Benefits KEY BENEFIT: Since the workflow activities are defined outside the workflow when processes change existing (running) workflows canbe changed New services can be added in minutes with detailed workflow if needed This was the most comprehensive way we could provide workflows for our over 400 Service with over 650 Types of Requests and almost 1700 Business Service Request Steps Metrics are much easier since Incident is only for failures Numbers In our first year we have had over 92,000 Request Items created and 92% use this Business Service Step Workflow We expect that percentage to rise as new services are added and others converted 11

12 Thank You! Any Questions? 12

Activity-Based Catalog Items

Activity-Based Catalog Items One Workflow to Rule Them All NLIT 2018 Krysia Jacobs, kjacobs@fnal.gov Tim Zingelman, zingelman@fnal.gov This presentation has been authored by Fermi Research Alliance, LLC