Use Assist for ITSM for Service Operations Workspace

If you use ServiceNow's Service Operations Workspace, after you install and configure the Assist for ITSM integration, your Service Operations Workspace Incidents will include SysTrack data.

To see the SysTrack data, click the SysTrack button at the top right of an Incident.

A SysTrack System Insights window opens. On the left, this window includes ServiceNow fields from your Incident, such as Number, Caller, Configuration Item. The rest of the SysTrack System Insights window contains tabs full of SysTrack data.

• Diagnostics

• Compliance

• Detected Issues

• Automation History

• Tools

The first three tabs include the Viewing System Data selectors. Snapshot Live shows the data for the computer in real time at the time you view it. Snapshot YYYY-MM-DD shows the data as it was at the time that the incident occurred (the time of the time stamp). Your support technicians in ServiceNow can toggle between these two views and deduce what might have caused the incident based on the differences in the data.

TIP: For example, if Thread Count was much higher on the snapshot at incident time than at the current time, you could investigate whether thread count played a role in the incident.

Diagnostics Tab

The SysTrack Diagnostics tab provides several sections of data that give a technician an immediate overview of the health of the device that experienced the incident.

The sections of the SysTrack Diagnostics tab are explained under the following headings.

Average Health Score

This section contains an aggregate health score for the system over the last seven days, which represents the overall user experience for that time.

System Details

This section is populated with system information about the system for which the incident was created. The following information appears here:

• OS (operating system)

• Mfgr (manufacturer)

• Model

• Serial

• Chassis

• IP Address

• Subnet

• Last Reboot

• Last Patch

This section also includes three links:

• Resolve Snapshot: This link opens SysTrack Resolve to show you snapshot data from the time of the incident. (This is the same snapshot data that appears on this tab in ServiceNow if you select Snapshot YYYY-MM-DD next to Viewing System Data.)

• Resolve Live: This link opens SysTrack Resolve to show you the current, real-time snapshot data. (This is the same snapshot data that appears on this tab in ServiceNow if you select Snapshot Live next to Viewing System Data.)

• Prevent: This link opens Prevent in SysTrack so that you can perform root cause analysis there.

Daily Health Scores

This section contains a graph of the User Experience score for each day for the last seven days. You can use it to identify potential time frames in which incidents generally affect the user.

Recent Software Changes

This section highlights the recent changes that took place on the device before the time when the incident was created. Under the Recent Software Changes heading, you see sections and subsections, such as Software, Software Patches, System Drivers, and more. Click a section or subsection to expand and see more details. Each section contains the exact time when the change occurred and a description of the change. This gives your support technicians a single-section view into the changes that have taken place and whether any of those changes might have caused the user's issue.

User Critical Applications

This section contains details about the applications used most frequently on the affected system. This allows your support technicians to prioritize their responses based on how critical the applications are to the user.

Compliance Tab

The SysTrack Compliance tab shows SysTrack Sensors and whether they are Compliant or Not Compliant. This tab is meant to give you an easy, at-a-glance understanding of which sensors are okay and which ones have an issue.

The sensors that you see in Assist for ITSM (on the Compliance tab) are the same as those you configured for use in Assist in SysTrack.

For Assist in SysTrack the enabled sensors are selected by a SysTrack System Administrator. All available System Checklist sensors are enabled by default, but a SysTrack user with Configure administrator rights (a SysTrack System Administrator) can edit settings and the underlying variables that determine whether the sensor is compliant from Configure. For more information, see the documentation for System Checklists.

NOTE: The Compliance Checklist in SysTrack has been renamed to System Checklist. In Assist for ITSM, the Compliance tab will retain the name Compliance, and it will display the list of sensors you have configured in your SysTrack System Checklist.

TIP: As you select the sensors to appear on this tab, you have many options and strategies. For example, you could guide the focus of your support technicians by selecting only the most important sensors that you want them to look at first, before they investigate other possibilities.

Click View next to a sensor to get more details about its compliance status.

Detected Issues Tab

The SysTrack Detected Issues tab shows data from the SysTrack Sensors that are currently triggered on the computer. Each listed sensor also shows you how many other computers currently have that same sensor triggered, so that you can quickly know how widespread the issue is.

Click View next to a sensor to get details about Recommended Actions to take. If you have configured a SysTrack Auto-Fix that applies to this sensor, an Auto-Fix button allows you to run the Auto-Fix to remedy the problem automatically.

Automation History Tab

The SysTrack Automation History tab lists information about any Automation that has been run on the computer that experienced the incident.

Tools Tab

The SysTrack Tools tab displays a list of automations that the support technician might use to fix the issue. When you click an automation from the list, you see details about the automation and options to Run it and select its Run Mode (such as Run Silently).

Edit the Views for the SysTrack System Insights Window

The SysTrack System Insights window is preconfigured with the important fields and tabs that you need. If you need to edit the fields, this section explains how to do that.

To configure which fields appear on the left side of the SysTrack System Insights window, follow these steps:

1. Leave the Service Operations Workspace, and go to Incident Management.

   NOTE: Keep in mind that you can only edit these fields as they will appear in your Incidents in Service Operations Workspace. However, you must return to the Incident Management view in order to make these changes that will then appear in Service Operations Workspace.

2. Select the Additional actions icon.

3. From the menu, select View > systrackautomation_details.

   The systrackautomation_details view is the preconfigured view for the left side fields. You will edit it in the next steps.

4. Select the Additional action icon again.

5. From the menu, select Configure > Form Layout.

   NOTE: To see the Configure menu option and perform the remaining steps, you must have ServiceNow's role of personalize_form.

6. Now you can use the Available and Selected boxes to add, remove, and reorder fields. You can also create sections in which to organize the fields, and you can create new fields.