8 Quick ServiceNow Tips For Every administrator
Introduction
In a world where every second counts, IT admins can't afford to lose time on incident/request management.
Ever felt like your ServiceNow queue doesn't empty fast enough?
If so, this post is for you.
I've compiled 8 quick ServiceNow tips to help you resolve incidents.
Don't miss out!
1. Priority
Key Points:
Priority is the #1 factor in determining the urgency and impact of an incident.
A high-priority incident affecting multiple users or critical functions demands immediate attention.
Key Points:
- Urgency + Impact = Priority.
- High-priority incidents require immediate action
- Crucial for service delivery and operational efficiency.
Why Priority Matters:
Downtime is expensive and disruptive.
It's tempting to work on easier tasks, but addressing high-priority incidents first is non-negotiable.
Of course, it can be challenging to quickly identify the root cause of a problem.
But, there are some tools, that we will explore later, that help to find a solution.
Best Practices:
- Always attack high-priority incidents first.
- Resist the burning urge to focus on easier, but lower-priority tasks.
- When stuck, seek help basically everywhere you can.
2. SLA (Service Level Agreement)
An SLA is a contract that sets the expectations for incident resolution times.
Simply saying it is the agreed time that you have to resolve the incident.
It serves as the standard for evaluating how well and how efficiently your incident management process is working.
Key Points:
- Defines resolution time expectations.
- Sets accountability for service delivery.
- Measures performance and efficiency.
Why SLA Matters:
SLAs are crucial because they prevent misunderstandings and ensure timely resolution of incidents.
Best Practices:
- Regularly review and update SLAs.
- Monitor SLA compliance closely.
- Communicate SLA statuses transparently.
- Train staff on the importance of meeting SLAs.
3. Notifications Preview
Notifications Preview is awesome when resolving incidents regarding notifications.
They allow you to see in real-time if a user should receive a notification and why they might not be getting one.
Key Points:
- Diagnoses notification issues in incident management.
- Shows who should receive notifications and why.
You can choose Event Creator and Preview Record by using
“Notification Preview”:
Why Preview Notifications Matters:
Missed notifications can stall incident resolution and frustrate users.
With Preview Notifications, you eliminate the guesswork.
You can confirm who's getting notified and solve it if they're not, ensuring smooth incident management.
Best Practices:
- Use Preview Notifications to debug communication issues.
- Double-check conditions and recipients.
- Don't just assume—confirm notifications with Preview.
4. User Criteria Diagnostics
User Criteria Diagnostics (UCD) is your go-to tool for troubleshooting access issues during incident resolution.
It helps you understand why a user can or cannot see certain data or options, ensuring you're not hindered by permissions.
There is UCD for Service Catalog and Knowledge.
Key Points:
- Troubleshoots user access issues in incidents.
- Reveals why certain data may be hidden.
Example:
Why User Criteria Diagnostics Matter:
User Criteria Diagnostics allows you to quickly identify and solve these visibility issues, keeping incident resolution on track.
Best Practices:
- Use Diagnostics before escalating access issues.
- Check it when roles or permissions change.
- Keep it in your troubleshooting toolkit for quick reference.
5. Reference Qualifier
ServiceNow uses a Reference Qualifier to limit the data displayed in reference fields.
It acts as a filter, allowing only specific records from another table to be displayed.
So for example on instance there are 1000 Users, but as Caller user can only see and select 960 users, which are Active Users.
Key Points:
- Filters data in reference fields.
- Can be a fixed query or scripted.
- Enhances data integrity and user experience.
Example:
Why Reference Qualifier Matters:
If users can't see certain records in an Incident form, the Reference Qualifier may be the reason.
Best Practices:
- Keep qualifiers simple for easier debugging.
- Always document your qualifiers.
6. Impersonate
Impersonating a user in ServiceNow allows you to see the system through their eyes.
This feature is a game-changer for incident resolution.
It helps you quickly understand user-specific issues, speeding-up your troubleshooting process.
Key Points:
- View ServiceNow as another user without needing their password.
- Diagnose user-specific incidents effectively.
- Validate solutions from a user's perspective.
- See what their favorite modules are :D
Why Impersonate Matters:
User-specific incidents can be tricky.
Impersonating a user allows you to 'walk in their shoes', making it easier to pinpoint issues and verify that they've been resolved, ensuring a smoother, more effective incident resolution process.
Best Practices:
- Use Impersonate cautiously and responsibly!
- Document your actions while impersonating for auditing purposes.
- Do not forget to revert to your original profile after troubleshooting (happens way too often :D).
7. Debug Security Rules
Debug Security Rules is your tool for dissecting permission issues.
This feature allows you to see in real-time which ACLs (Access Control Rules) are being applied or ignored, making it an essential utility for resolving incidents tied to permissions.
Key Points:
- Understand which ACLs are applied to transactions.
- Uncover permission-related roadblocks in incident resolution.
- Real-time analysis of security rules in action.
Example:
Why Debug Security Rules Matter:
Using Debug Security Rules, you can quickly identify which ACLs are causing issues.
It is allowing for a faster and more accurate fix, improving the incident resolution process.
Best Practices:
- Activate Debug Security Rules only when necessary due to performance concerns.
- Turn on DSR as admin, then impersonate user.
- Turn off the feature when done to avoid unnecessary system load.
8. Related Search Results
Related Search Results in ServiceNow offer contextual suggestions based on the incident at hand.
This AI-driven feature helps you quickly find solutions from past incidents or knowledge articles, leading to quicker resolution times.
Key Points:
- AI-powered search that suggests relevant solutions and articles.
- Instantly access historical data for similar incidents.
- Improves the efficiency of incident diagnosis and resolution.
Example:
Why Related Search Results Matter:
Reinventing the wheel for every incident is a waste of time.
With Related Search Results, you gain immediate insights into similar past incidents and their solutions, allowing you to resolve current incidents faster and more efficiently.
Best Practices:
- Make it a habit to check Related Search Results when starting on a new incident.
- Update your knowledge base regularly to improve the feature's accuracy.
- Use analytics to refine and improve search result relevancy over time.
Summary
- Priority.
- SLA.
- Notification Preview.
- User Criteria Diagnostic.
- Reference Qualifier.
- Impersonate.
- Debug Security Rules.
- Related Search Results.
