Release Management Training Slides (PowerPoint) (v. 4-4)

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8 Story St. B2:
Machine login on the base of the monitor
harvardtest.service-now.com
Username = your 8-digit HUID
Password = [your production password]
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Harvard ServiceNow Instances
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[email protected]
November 2013
ITSM Training
Release & Deployment Management with
ServiceNow
(Version 4-4)
Agenda
 Introduction
 Working with Feature Records in ServiceNow
 Approvals and deployment to P-1 and Production
 Tips & Techniques and Feature templates
 Searches, Queries & Reporting
 Q&A
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Introduction
Understanding ServiceNow Record Relationships
Product
A product may have multiple
releases, e.g. Fall Release,
Spring Release, etc.
Release
Approvals to
deploy to P-1 and
Production
Release
Approvals
A Feature may be scheduled into a
release, i.e. a Release will have
multiple features. Some Features
may not yet be scheduled.
Manually created
tasks for regression
testing, performance
testing, etc.
Release
Task
A Product may have multiple
Feature requests. A Feature could
be a defect, enhancement, etc.
Indicates
which assets
to deploy to
Configuration
Items (Cis)
Feature
Tasks are
created by
workflow or
manually created
Feature
Task
Approvals to
deploy to
Production
Feature
Approvals
© Copyright 2013 Third Sky, Inc.
Introduction
Process Phases and Record Status
Release
Planning
P-3
Development
P-2
QA Testing
P-1
Test/Staging
Production
Release Record Status
In
Planning
In
Development
In
QA Test
In
P-1
In
Production
Awaiting P-1
Approval
Awaiting Prod
Approval
Closed
Ready for
P-1
Ready for
Production
Feature Record Status
Draft
In
Development
In P-2
In P-1
In
Production
Analysis &
Design
Ready for P-2
Ready for P-1
Ready for
Prod Approval
Closed
Awaiting Prod
Approval
Task Record Status
•
•
•
•
•
•
Pending
Assigned
In Progress
On Hold
Completed
Cancelled
Ready for
Prod
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Introduction
Process Phases and Record Status
Release Level Approvals:
Practice Manager and one or more Product
Group Managers must approve the release as
a package prior to deploy to P-1 and prior to
deploy to production.
All Features must be in Ready for P-1 or
Ready for Prod status.
Feature Level
Approvals: Practice
Manager must
approve each Feature
prior to deploy to
production
All Features in the
Release must have
a status of Closed
or Cancelled in
order to close the
Release.
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Types of Features
Defect Corrections & Enhancements
Upgrades & Patches
Configurations
Application Deployments (GMAS)
Monthly Reporting
Back-End Data change
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Introduction: Release & Deployment Models
Enhancements & Defect Corrections
 Enhancement Feature types are used to add functionality to an application (as
opposed to fixing a bug)
 Defect Correction Feature types are used for application defects (bugs)
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Introduction: Release & Deployment Models
Upgrades & Patches
 Upgrade/Patch Feature types are used for OS, database, and/or application
server patching
 Remember that this Feature type does not create tasks unless CIs are added to
the Affected CIs tab
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Introduction: Release & Deployment Models
Configurations
 Configuration Feature types are used for tuning, changing settings and/or
configuration parameters on applications and devices
 While task names vary, Configuration Features follow the same workflow as
Enhancements & Defect Correction Features
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Introduction: Release & Deployment Models
Application Deployments (GMAS)
 Application Deployment Feature types are used primarily by GMAS to allow for
use of JIRA in development, and must be reconciled with ServiceNow to
complete the Release
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Introduction: Release & Deployment Models
Monthly Reporting
 Monthly Reporting Feature types are used specifically for monthly reporting
requirements and should not be used for other purposes
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Introduction: Release & Deployment Models
Back-End Data Changes
 Back-End Data Changes are not typically associated with a Release
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Introduction
Ongoing Support and Documentation
Huit.harvard.edu/ITSM
Supporting Information
• The training, documentation,
and power points are posted
to the HUIT website
• Training video clips will also
be made available on the on
HUIT website
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Agenda
 Introduction
 Working with Feature Records in ServiceNow
 Approvals and deployment to P-1 and Production
 Tips & Techniques and Feature templates
 Searches, Queries & Reporting
 Q&A
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Working with Feature records in ServiceNow
Creating a New Feature Record
Use the Release module from the
Application Navigator to create a new
Feature, (or use a bookmark from the
bookmarks bar).
You can also create a new Feature by clicking ‘New’
from the Features tab of a Release record. This will
automatically fill the Release field of your Feature for
you.
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Working with Feature records in ServiceNow
Creating a New Feature Record
Mandatory fields will have a RED bar in the field
label. These fields MUST be completed in order to
save the record.
Fields with an AMBER bar in the field label are
automatically filled in by ServiceNow.
Saving a Feature
record will
automatically be
in a ‘DRAFT’
status. No Tasks
will be created.
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Working with Feature records in ServiceNow
Enhancements / Defect Corrections
Select a Feature Type of ‘Enhancement’ or
‘Defect Correction’. Complete all mandatory
fields.
Note the Release field will only be auto-filled
by ServiceNow if you create the Feature from
the Features tab of a Release record. Doing
this will automatically fill in the Product and
Release fields for you.
If you create a new Feature from the
application navigator, you will need to
enter a Product field. When you do this,
clicking the magnifying glass next to the
Release field will search Releases from
that Product.
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Working with Feature records in ServiceNow
Enhancements / Defect Corrections
Click ‘Save’ to save the Feature record in ‘Draft’ status.
The ‘Analysis &
Design’ button
appears on the
Feature record.
Clicking this button
creates Feature tasks.
Optional information
in ‘Documentation’
and ‘Impact
Implications’ tabs may
drive additional tasks.
Saving a Draft Feature
will create related list
tabs, but NO TASKS.
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Working with Feature records in ServiceNow
Enhancements / Defect Corrections
Click the lock icon to open the Watch List.
Enter people you want to receive the Work
notes as the Feature record is updated.
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Working with Feature records in ServiceNow
Enhancements / Defect Corrections
The External Tickets tab allows you to enter links to JIRA tickets.
ServiceNow will identify the number of open issues associated with
the Feature.
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Working with Feature records in ServiceNow
Enhancements / Defect Corrections
The Documentation tab has checkboxes that trigger optional workflow
and tasks.
Some checkboxes will reveal
additional, optional checkboxes for
approvals.
Some checkboxes will trigger
additional mandatory fields.
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Working with Feature records in ServiceNow
Enhancements / Defect Corrections
The Impact Implications tab has checkboxes that trigger optional
workflow and tasks.
The default value of the
Financial significant impact
field may be driven by
Product.
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Working with Feature records in ServiceNow
Enhancements / Defect Corrections
The Deployment Plan tab has text boxes and
URL fields for entering deployment instructions
and backout plans.
Click the lock icons to open
the URL field.
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Working with Feature records in ServiceNow
Enhancements / Defect Corrections
The Affected CIs tab is where Configuration Items related to the
Feature record will be listed.
To add a Configuration Item to the related list, click the ‘Edit’
button.
Use the Edit Members form by searching
and selecting the desired Configuration
Items from the Collection window.
Click Add to include them in the Affected
CIs List window.
Click Save to add them to the related list
form.
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Working with Feature records in ServiceNow
Enhancements / Defect Corrections
The Feature Tasks tab will show a list of all Tasks associated with
the Feature record.
Clicking the Number
link will open the Task
record for that task.
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Working with Feature records in ServiceNow
Enhancements / Defect Corrections
The Approvers tab will show a list of all Approvers associated with
the Feature record.
Clicking the State link
will open the Approval
record.
Clicking the Approver
link will open the User
record.
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Working with Feature records in ServiceNow
Enhancements / Defect Corrections
The Issues tab will show a list of all Issues/Bugs associated with
the Feature record.
Clicking the Number
link will open the
Issue/Bug record.
Clicking the
Assignment Group link
will open the
Assignment Group
record.
Clicking the Assigned
to link will open the
User record.
Clicking the Product
link will open the
Product record.
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Working with Feature records in ServiceNow
Enhancements / Defect Corrections
The Dependent Features tab will show a list of all Dependent
Features associated with the Feature record.
Clicking the Number
link will open the
Dependent Feature
record.
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Working with Task records in ServiceNow
Tasks
To see a list of your Tasks, go to Tasks assigned to me from the
Application Navigator.
Click the Number link of the task you want to open, to open that
task record.
You can also see Tasks from the related list of the Feature record.
Click the Number link of the task you want to open, to open that
task record.
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Working with Task records in ServiceNow
Tasks
You may use the
Percent complete field
to communicate
progress on the task.
If a technical contact, functional contact,
technical peer contact, functional peer contact,
or security contact is changed on a Feature, any
tasks that have a blank Assigned to field should
be updated.
Clicking the Close
button will change the
task status to
Completed.
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Working with Task records in ServiceNow
Tasks
If you select Percent complete as a
column for the related list, the
progress bar will appear.
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Working with Task records in ServiceNow
Deployment Tasks
The Deployment task checkbox will make
Configuration Item a mandatory field.
The CI needs updating checkbox will trigger tasks
to update and validate the CI record.
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In-Class Exercises:
Working with Feature records in ServiceNow
• This exercise will focus on:
– Creating Feature records for a Defect
Correction or Enhancement
– The facilitator may act as the
Deployment Team contacts
Practice
Manager /
Technical
Contact
• Refer to Section 5 in the User Guide
which can be found at
– Huit.Harvard.edu/ITSM
Product
Manager /
Functional
Contact
Release
Manager
• Enter the following URL:
– harvardtest.service-now.com
• Use your 8-digit HUID as your
username
• Use your ServiceNow production
password
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Instructions
• Create the following Feature Types:
– Product and Practice Groups: create a Defect Correction or
Enhancement
– Release Management / DBAs: create an Upgrade / Patch
1. Include all optional documentation for the Defect Correction /
Enhancement Feature Type
2. Relate these Features to (your instructor will provide)
3. Practice completing a task
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Agenda
 Introduction
 Working with Feature Records in ServiceNow
 Approvals and deployment to P-1 and Production
 Tips & Techniques and Feature templates
 Searches, Queries & Reporting
 Q&A
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Approvals and deployment to P-1 and Production
Release/Feature Approval
When the Release status is Awaiting P-1 Approval
or Ready for Production Approval, the Release
Approvers tab will list the approvers for the
Release.
Click on the Status link to open the Approval
record for the Release.
For Feature approvals, go to the Approvers tab of
the Feature record. Click on the Status link to open
the Approval record for the Feature.
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Approvals and deployment to P-1 and Production
Release/Feature Approval
Click on the Approve or Reject button to approve
or reject the Release. (Rejecting the Release will
require adding comments).
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Agenda
 Introduction
 Working with Feature Records in ServiceNow
 Approvals and deployment to P-1 and Production
 Tips & Techniques and Feature templates
 Searches, Queries & Reporting
 Q&A
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Tips & Techniques and Feature templates
Using Personal Filters
From a list view (Feature,
Release, etc.) right-click to
show the drop-down and
click on the Edit personal
filters link. The Filters list
form appears.
Click the New button to create a new filter.
Select any criteria you want (make sure the
fields are available).
You can tell what filter is applied by looking at
the bread crumb link. You can broaden the filter
by clicking the link (i.e., clicking ‘All’)
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Tips & Techniques and Feature templates
Reporting
Go to Reports from the
application navigator and
select View/Run to see
reports.
To create a new report, click
the New button
To see an existing report,
click on the report you need
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Tips & Techniques and Feature templates
Reporting
We will demonstrate
this in ServiceNow.
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Tips & Techniques and Feature templates
Feature Templates
To see the library of available feature templates,
click the Feature Templates link in the application
navigator.
To create a new template, click the New button.
To open an existing template, click the Number
link of the template you need..
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Tips & Techniques and Feature templates
Feature Templates
When you use an existing template it is pre-filled and
you must add any additional information needed. Click
the Create Feature button and a new Feature record
will be created with a message informing you that your
Feature was created from this template.
New templates will
open a blank Feature
form. Fill out the
mandatory information
and click Save to add
the Feature to the
template library.
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Q&A
• Job aids
–
–
–
–
User Guide/Manual
Poster
Cue Cards
Trifold
• Where to download the documentation
– huit.harvard.edu/itsm
• If you have questions, email
– [email protected]
– Weekly brown bag session starting November 14:
• Thursdays noon to 1:00 p.m. Room 410, 8 Story St.
• Questions?
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