Advanced Incident Management

I had a great time presenting on Advanced Incident Management last week at Knowledge11. During that session I demonstrated a lot of very useful functionality that I’ve used and created to improve the standard incident management setup for technicians working in ServiceNow. Since most of my presentation was a demo, I promised the attendees that I would post information about the solutions we talked about there. Read on if you want to see some great ideas to improve incident management in your organization!

Incident Form

I know some of this is a pretty rough draft. If you’re interested in more detail on any of these topics, please comment below and I’ll write a post to address it.
If you’re interested in seeing the slides from this presentation (or any other session at Knowledge11) you can access them through the ServiceNow community site. Here’s a link!

Overall Goals:

  • Keep it simple!
  • Leverage existing data
  • Smart & intuitive design
  • Get out of the code
  • Automate and simplify repeated tasks

…all with the purpose of speeding time to resolution and improving customer satisfaction!

-Keep it simple!

-Advanced != Complex. Don’t overload your incident form with low-use garbage!
-Base incident form (screenshot above). All information is relevant and useful

-Leverage existing data

-CMDB
Consolidate your ‘Configuration item’ field and ‘Affected CIs’ lists to get a better picture of what’s actually being impacted in your environment.
-Configuration item field macro icons
-BSM Map: relationships, map action icon showing only CI field tasks
Use of ‘Affected CIs’ list with BSM map action icons
-Change calendar (FSC): Don’t forget that change information can be a valuable input into incident resolution.
On-call schedule popup
Custom knowledge search

-Get out of the code

-Lookup tables are a great way to separate code from data and keep yourself out of the code where possible
Priority lookup
Assignment lookup

-Smart & intuitive design

Priority 1 incident scroller
Outlook-style module counts
-Color change on comments field (Field styles)
Simultaneous task update alert
Create user without leaving the form
Knowledge search from homepage

-Automate & simplify repeated tasks & actions

-Templates (Advanced Templates)
Suggestion fields
QuickForm from list

Date Posted:

May 26, 2011

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6 Comments

  1. Rick May 26, 2011 at 10:58 am

    Mark

    Did you show a step in the Advanced Incident Management session where you were automatically adding the configuration item from the incident form to the Affected CI related list? I may have missed it in the article, but is this something you can share? Thanks.

    Rick

    • Mark Stanger May 27, 2011 at 12:54 am

      Rick, I’m glad you asked. There’s enough to this one that it deserved its own post. I’ve linked to it in the article above but here’s a direct link to the solution I posted today for you.

  2. Christian May 26, 2011 at 10:37 pm

    Hi Mark,

    the link behind “Simultaneous task update alert” return a 404 error.

    Also – would you have your presentation (or a link) available somewhere – couldn’t not sit in your session @Knowledge11.

    Thx

    Christian

    • Mark Stanger May 26, 2011 at 11:49 pm

      Thank you. I’ve fixed the ‘Simultaneous’ link and added one above that links to the download location for all session slides from Knowledge11. Here’s a direct link to the Advanced Incident Management session slides. As I mentioned above, I really focused on demonstrating the ideas in the tool so I’m not sure how valuable the slide deck will be :).

  3. Will July 25, 2011 at 7:53 am

    Mark,

    I wasn’t sure where to post this, but I’m having some problems with incident management after activating the Best Practice Incident Resolution Workflow plugin. I have tried, with both a client script & a business rule to set resolved to inactive (in the same way that current.active = false for closed incidents) after activating the plugin. It’s not sticking. Do you know of an article on this? It should be a simple fix, but it’s turning out to be much more of a hassle than I originally thought. The sncwiki on the plugin does not address this, but from the description it seems that a resolved incident should be automatically set to inactive because the entire purpose is to reopen (make active) at the request of the caller before a predefined amount of time expires.

    Thanks in advance!

    Will

    • Mark Stanger July 25, 2011 at 4:37 pm

      I always set things up so that resolved incidents are actually active incidents. That’s the simplest way. Then if you want to filter out the resolved incidents in a list of ‘Open’ problems or something you just change the filter on your module or report.

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