Live from New York its Now Learning IT Service Management

Micah Russell · ‎05-09-2022

We are using this Article for a few different functions

1: to introduce yourself and connect with others
2: ask questions and get answers
3: and anything else you want

Phil Scherry · ‎05-10-2022

Micah Russell · ‎05-10-2022

There is a way. Predictive Intelligence is what springs to my mind. At this link the are solution related to Incident that I would use as a starting point (still looking for something prebuilt, stay tuned). Some of those are for grouping similar Incident, which may lead to a Problem. One if for suggesting a Major Incident, which may lead to a Problem.

Something I have seen is a Flow to auto generate a Problem when ever a Priority 1 Incident is created (or changed to P1), and linking the records). This didn't mean that the Problem process always went the whole way through, but the Problem Team would at least have a record and decide to cancel or proceed.

Notorious BFG · ‎05-10-2022

You beat me to it sir - I will also add that there's a suggested playbook for building solutions which I've attached to this thread. Oh! And while we're on the subject there's a Workbench related to all of these solutions that you can use to keep an eye on our suggested solutio....

Notorious BFG · ‎05-10-2022

Wait, Unauthorized Change?!

Cool extra neat thing to know about add-ons for Change Management - for instance, did y'all know that if you've got application services defined and mapped in your CMDB and are monitoring those services, either via the ITOM applications (Discovery/ServiceMapping/Event Management) or via other ServiceGraph connectors like SCCM, Altiris, etc - you can have the system automatically create a change record to register and track the fact that a CI has been altered from it's previously authorized configuration! This is SUPER helpful when you're also running Security Incident Response (because things changing on their own is pretty suspicious behavior right?!) or Risk Management (whoa things are changing but I didn't say they were allowed to and that seems super risky right?!)

https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/change-management/con...

Jason Wilson3 · ‎05-10-2022

@seanpmcclean - per our conversation I am interested in your thoughts on continuity across the multiple interfaces (including mobile) along with helping educate users on which interface to use. We have seen noticed this area should include focused attention in both your UI/X design strategy and training across all personas to help them understand the benefits of each interface to help them be successful on the platform.

NicoleLeeJones · ‎05-10-2022

We got a great question over lunch:

Where can we find a/the playbook on migrating Calls to Agent Workspace? I found this really good article but wanted to know if there were any other resources out there?

NicoleLeeJones · ‎05-10-2022

Oh- also found this on Interaction Management and this on creating an interaction record in Agent Workspace

seanpmcclean · ‎05-10-2022

Sooo... a bit about workspaces, hiding them, and Rick Astley...

OR... more to the point... how do I hide em...

Well... credit for this goes to @Lisa Shuman ...

Details about the workspace tabs can be found under "Unified Navigation" or "Polaris"... Here's a good place to start...

https://docs.servicenow.com/bundle/sandiego-platform-user-interface/page/administer/navigation-and-u...

one of the things pointed out in this article is that if you do not have a workspace specifically assigned to you or a group you belong to, the menu should not show.

Once we have that little bit... we can hunt down the table... (sys_polaris_menu_config) to find the actual records... aaaaannndddd now I'm trying to build a new object that says "never gonna" so I can Rick-Roll my

next class....

Hope this helps!!

seanpmcclean · ‎05-10-2022

Thanks Jason, I thought this was a great conversation, and one I wanted to also loop @Benjamin Forrest, @Micah Russell , and @Lisa Shuman into:

Having multiple UI's (Portal/Classic/Workspace/even mobile for gosh-sake...) can create a confusing User eXperience...

My initial thoughts was to create an Education Campaign (short video, some communications, an email, explaining whys and what fors of the different Interfaces...). And then consider limiting things like workspaces from visibility (there's another post below about how to do that) until there's time to train people on advantages and use. I might also "role-limit" things like the classic interface. All of these are starters, but it begs a larger and longer term strategic question: how do you handle 3 (or more) different interfaces, giving different experiences, across different applications, over time...

The first and only two rules I keep coming back to is communicate communicate communicate ("this is for end users" and "this is for experienced process people..."), and measure utilization over time.

How about the rest of you... Any ideas???

Notorious BFG · ‎05-10-2022

I'll chime in here a bit with the following:

Part 1 of the Question: How is having 3 different interface modalities not confusing to end users?

It would absolutely be confusing if we expected our users to switch between all of these interfaces all of the time, but truthfully we don't and typically setup the system to push the right users to the right interface for the work they're doing.

Speaking of Context

If you're coming into the platform for the first time the only people that really need to be thinking about the "Classic" style UI (aka what we've been working in most of the time in class) are the most powerful of power users like admins/developers/architects... and anyone who's used to that interface because they've been using the platform for a while and they're comfortable in that view (i.e. you imported talent into your org and they're already familiar with the platform).

Everyone else typically falls into one of two categories: operators/analysts and end users/service users.

Workspaces came about as better designed UX/UI for the former group...

Portals came about as more streamlined UX/UI for the later group and allowed for a more easily portable to mobile solution...

This used to be a bit more of a straightforward deal as most customers had users in fixed personas within the IT sphere: end users, process users, and admins. We've definitely moved beyond that world and these days users move between these personas fluidly depending on context.

Part Two of the Question: Why does ServiceNow do it this way and why are we adding yet another new interface?

...Then came NextExperience and UI Builder.

Why would we roll out this sort of interface on top of the others? The answer is two fold here: the first factor is that developers and customers want to be able to take advantage of all of the fancy new bells and whistles provided by the latest design frameworks like React.js without having to completely rebuild the interface and take on the tech debt and security risk of loading up additional libraries etc on their own. Before we implemented portal to allow for a more modern/streamlined, all users used what we now call the classic interface. If you're old enough to remember what DOS was like, I liken the addition of portal to the release of Windows 95 back in the days when you'd boot up your computer and have to type win.exe to start the GUI if you had a computer pre DOS and installed windows later on but eventually all new computers immediately booted users directly into the GUI (sort of like we automatically funnel end users towards the portal).

So now that we've moved towards the NextExperience, we can have our cake and eat it too. It's allowing for folks to take advantage of and build UI solutions for either or both situations as well as have better/more powerful mobile functionality all in one place. That being said, UI builder is still in it's early access phase and if you're not fairly comfortable with modern web design principals its still a bit of dev centric ask when creating new NextExperience UI elements.

I'll also say this is another example of our commitment to make it easier for long time customers to continue leverage existing solutions they've built in Portal or Workspace while allowing folks to start pushing into newer interface styles (sorta like Workflow and Flow Designer). Workspaces and Portals aren't going anywhere any time soon but a lot of the new UI love is going towards UI Builder and NextExperience.

I hope that's helpful!

ʕﾉಠᴥಠʔﾉ*:･ﾟ✧.

NicoleLeeJones · ‎05-10-2022

Good call out/concern on the syncing (or lack thereof) of hardware lifecycle from the asset side to the CMDB side. I believe I found an article that speaks to this exact issue. Let me know if this helps!!

https://community.servicenow.com/community?id=community_question&sys_id=c76d7414db7d8110a5388263059619fc&view_source=searchResult

Micah Russell · ‎05-10-2022

The Property to enable for more detailed info on the Show Flow on a Change is com.snc.process_flow.reporting.level

go to sys_properties.list

find com.snc.process_flow.reporting.level

enable the level of reporting you need

If everything is working as it should I would not have TRACE turned on. I would reserve TRACE for troubleshooting. There are 5 (I think) levels. So pick what you need.

Jason Wilson3 · ‎05-10-2022

Thank you for this @benjamin for the insights on this. I look forward the coming content to dive into this more as this sounds very powerful but will take some learning and planning. Piggy backing off this on our conversation yesterday, what are some strategies to start shifting talent to start filling gaps and needs in new spaces instead of hiring...

Notorious BFG · ‎05-10-2022

ITSM Pro Content Stream Super Post, GO!

So I figured it might be a good idea to point y'all towards some recordings of some live events we put together over a series months late last year and earlier this year. Get ready for a LOT of useful ITSM Pro related youtube links...