L1 and L2 Service Desk Scripts for ServiceNow Support

[kurt9]

Has anyone developed L1/L2 support scripts for their service desk personnel for supporting ServiceNow?   If anyone has scripts or templates they can share it would be very helpful.     I am talking about the triage script (like a movie script) that help desk agents go through with a caller in order to direct their problem to the right group.   So if they call in saying "ServiceNow" is down, the agent walks through a script.... "What did you do to access ServiceNow?   What messages did you get?   Do you get to the log-on screen?   Is ServiceNow inaccessible to you, or are you having trouble doing something inside ServiceNow?"   That is what I mean by a script.   Its usually a list of questions which help the agent determine whether this is a functionality issue, an connectivity issue, an authentication issue or what.

[Subhajit1]

What exactly do you mean by L1/L2 Support Script.

I am not aware of any such kind of scripts being present on the platform.

[kurt9]

Yes, I should have been more clear.   I am not talking about programming scripts.   I am talking about the triage script (like a movie script) that help desk agents go through with a caller in order to direct their problem to the right group.   So if they call in saying "ServiceNow" is down, the agent walks through a script.... "What did you do to access ServiceNow?   What messages did you get?   Do you get to the log-on screen?   Is ServiceNow inaccessible to you, or are you having trouble doing something inside ServiceNow?"   That is what I mean by a script.   Its usually a list of questions which help the agent determine whether this is a functionality issue, an connectivity issue, an authentication issue or what.

[tim_norman]

Hi Kurt

ServiceNow's System Wizards might be a potential way forward for you. For example, a wizard can be used to guide a Service Desk analyst through the triage and logging of an incident.   More information is available on the wiki here;

http://wiki.servicenow.com/index.php?title=Wizards

Hope this helps, Tim