Now Learning @ Knowledge '22 - IT Service Management - Bellini 2101B

[Tom Dunnam]

Welcome to ITSMF at Knowledge 2022.  Here is where you can post questions, information, articles, etc relating to our course and discussions.  

• Please introduce yourself and where you are from.  If you'd like to add more info, please expand on your introduction - like company and job title. Use this as a great networking area.
• Post questions regarding our course discussion.
• Please add comments to the posts.  As well, if you find an article or link to ITSMF information - this is the spot to update.  Our training staff will also be monitoring and posting.

• Here is the link to reserve a student lab instance  https://clabs.link/itsmf-may-281
  Username is:  admin
  Password:  itsmf-may-281
• The labs will be available until Sunday 5/29 (this article will live on and on!)

We are looking forward to a great time at PreConference Training, the Knowledge Conference Key Notes, Sessions and Expo.  Enjoy your time at ServiceNow Knowledge Conference

Instructors and Assistants:
Tom Dunnam - Email
Gavin Lowe
Alicia Campen
Fabrizio Egidi
Malik Pridgeon
Riley Clampitt
Sean McClean

[Jeff_GWC]

Hello... my name is Jeff Birk and I am from Sioux City, IA, but work for a company that is right across the Missouri River in Nebraska called Great West Casualty.

I am one of our two ServiceNow Admin/Developers. 

I love going to tattoo conventions to see the art work. It is just amazing and what some people can come up with and how well they are able to apply it to the skin. Also, I like getting cool stickers to put onto the top of my laptop. 

[Luis Flores1]

Hello!

Luis Flores here from Acuity Brands Lighting headquartered out of the Atlanta, GA area. Don't tell my employer, but since going remote my wife and I decided to travel full-time and we've been loving the adventure!

Acuity is just starting their ServiceNow journey, looking at implementation of ITOM, ITSM, and ITAM.

[Cally]

Hi! My name is Cally Cigich and I am from Tyler, Texas. I am one of the 2 ServiceNow Admins for Mewbourne Oil Company and I am excited to be here and learn more as this is my first in person convention for ServiceNow. 

[Robert Henehan]

Hello, my name is Robert Henehan and I'm the director of analytics and business apps @ El Camino Health in Mountain View, CA.  Loving healthcare and everything we can do to leverage ServiceNow to improve our workflows for IT, clinicians, and healthcare leaders. 

[Michael Bersin]

Hi everyone.  I'm Michael Bersin from MD Anderson Cancer Center in Houston.  We are just starting our ServiceNow journey.  We are in the midst of implementing and go live this fall with most of ITSM and a bit of ITBM (demand).  I am looking forward to learning about how we can best utilize the features.  

[mattystern]

Hello! My name is Matthew Sternbergh and I am from Carlisle, PA. I work for Carlisle Companies - a commercial roofing/building materials company. 

I am one of two ServiceNow application developers for Carlisle Companies. I've been developing on ServiceNow for about 5 years now. I'm here primarily to learn more about different best practices when it comes to integrations - I think we could better use Intergration Hub.

[sara Langenfeld]

Hello!

I am Sara and I work as a Delivery Manager for General Mills in Minnesota.  I have been working with ServiceNow for about 2 years - primarily with AppEngine.  I am currently in process of an implementation of ITSM.  I am looking forward to more fully understanding the OOB functionality and process of ITSM.

[David Duplichen]

Hi, my name is David Duplichen and I am an Associate Director on our electronic medical record system for MD Anderson Cancer Center in Houston Texas.  Excited to be here.

[Becca Pollard]

Hi! I'm Becca, from Chicago, IL. I'm a project manager at DRW, working on our implementation of ITSM.

[Ariel Hernande1]

Hi, my name is Ariel and I work for the City of Long Beach, IT department, Asset Management. We are looking learn more from ServiceNow and implement new modules to improve our workflow. 

[Brad Lieberg]

Hi All- I am Brad Lieberg IT Service Manager at Magnifi Financial. We are based in the St. Cloud, MN area (about an hour away from the Twin Cities). We have been on ITSM for about 2 1/2 years now, but very simple implementation. Looking to start to mature our process and deployment. 

[sgardner]

Hi, I am Scott from Indianapolis, IN.  I am the Application Development Manager for Health & Hospital Corporation of Marion County.  We implemented ServiceNow 11 or 12 years ago.  Myself and my team support ServiceNow along with custom development.

[Jon Patrick]

Jonathan Patrick

Childrens Health (Dallas TX)  , Sr Director of Applications

Responsible for ServiceNow instances and Team.

[Madison2]

Hi! I'm Madison Bowden, and I've recently started on the Configuration Management/Discovery Operations team.

[Mike Marshall]

Good morning. My name is Mike Marshall, I'm an Assoc. Director at MD Anderson Cancer Center in Houston, TX responsible for supporting our non-clinical business applications. Happy to be here and looking forward to learning more about ITSM.

[cg6]

Hello everyone, my name is Caven Ghuman.  I am from Toronto and I currently work at oil & gas company (Enbridge) as a Configuration Management Specialist that oversees the CMDB.   I have also done Incident Management/Major Incident Management for Enbridge for over 9 years.  It's a pleasure to be here at this course and excited to network with everyone.

[Paul Porter]

Hi everyone!  My name in Paul Porter. I'm the principle ServiceNow platform governance architect and administrator for Energy Sciences Network at Lawrence Berkeley National Lab in Berkeley, California, one of many national labs as a part of the DOE science lab complex. I work with one principle developer and a handful of citizen developers. Been on the platform for nine years with a background of over 20 years in ITSM and have managed a couple other ITSM platforms before ServiceNow.

I live in Oakland, CA and in my spare time, I'm a photographer, cyclist and overall outdoor enthusiast. Been married for 40 years this year and have one son and a cat named Big Boy Henry.

[Cinda Craig]

Hi, I'm Cinda from Chicago, IL.  I'm a Senior Application Engineer at McDermott, Will & Emery. Looking forward to learning more about ITSM.

[seanpmcclean]

Hi folks Welcome and Good morning!  Im Sean McClean, from Central Florida.  I've been with ServiceNow for over 11 years, have been in the ITSM space for more than 20, and I'll be one of the TA's helping out throughout the sessions. I'll be posting more in depth answers here as follow ups.  Bear in mind, from a community perspective to use this Community Strategically!

 - Ask the questions

 - Answer the questions, and "Like" people's good responses

On that note - have a great class!

[Dan Vincent]

The slide was too fast:

- This course provides knowledge to test for ITSM CIS Implementation Specialist

- A testing voucher for CIS will be provided at the end of the course.

[seanpmcclean]

Wait What?!  What is this "PDI" you speak of and why does it sound like something I should giggle about?

PDI's or Personal Development instances are FREE!!!!

Simply sign in to https://developer.servicenow.com

Once signed in, go over to the far right and... "Request an instance"

[seanpmcclean]

While we're here... What's YOUR Favorite source for Things IT (good books, podcasts, etc)???

Of course a great one included on your tables, along with the "TACO" pin - a genuine Collectors Item  🙂 is "Atomic Habits". A great read w. some great tips.  I first listened to this one about a year ago - for fellow AudioBook Folks - here's the link:

https://www.audible.com/pd/Atomic-Habits-Audiobook/1524779261

What others are some favs for YOU????

[seanpmcclean]

One of my faves:  Gene Kim - the Pheonix Project

https://www.amazon.com/Phoenix-Project-DevOps-Helping-Business/dp/0988262592

and

https://www.amazon.com/Unicorn-Project-Developers-Disruption-Thriving-ebook/dp/B07QT9QR41

[seanpmcclean]

All Things ITIL(ish)

Whoo Boy!  I could go on about ITIL for weeks, but I think this might be a good thread for Links, comments, notes and resources about ITIL Stuff...

And if you're interested, I'll sneak in some "unofficial history" in there...

If you're looking for a fun and simple high-level, you might take a peek at this article, something I used to teach my ITIL V2 students back in the day:

https://community.servicenow.com/community?id=community_blog&sys_id=9f5d2a29dbd0dbc01dcaf3231f961907

[seanpmcclean]

Did someone say ITSMPro???

There's a great series on YouTube about ITSM Pro... Including some of the topics many of you asked about (Virtual Agent, PA, etc)

https://youtu.be/t0Hjxa2iXJE

and 

https://youtu.be/u0qUguwwakE

and

https://youtu.be/pqYVW_OCZMM

and

https://youtu.be/LN_VDnWYY3A

just as a start...

[seanpmcclean]

Sean’s Very Amazing Certification SoapBox…

OK, I’m gonna try not to Jump up and down about this:

Some General Certification Notes and thoughts:

• All “Main Line” or “High Stakes” certifications typically require a class (i.e. you have to “sit” or complete the class to be eligible to take the test)

• Some of the “Main Line” or “High Stakes” certification classes have pre-requisite classes for them as well (a requirement for the requirement…)

• At the Platform Level there are TWO mainline Certifications…

• CSA (Certified System Admin)
• CAD (Certified Application Developer)
• After those two Mainline Certifications, it is typical to “specialize” into an area of Implementation
• There is a Platform-Wide Implementation class, that applies regardless of the implementation specialty you are pursuing: ServiceNow Platform Implementation

Lot’s of people try to “get all the things” (i.e. every certification ever, ever, ever). Doing this REALLY kind of confuses the picture.  Instead, here’s an idea:

 

Some Great additional points brought up by some former students:

•     Check the BluePrint / Test Specification Carefully For “additional resources”! often these include test-able and tested material
•     ALWAYS look up the information on test questions – double check for your knowledge and familiarity
•     Rather than just trying multiple choice practice tests (which can actually reinforce the wrong answers) – actually try to re-write content and re-check, or use flash cards – a great resource for more on how to actually remember / retain, check out “Make It Stick: The Science of Successful Learning”

 

In general the Certifications are set up with a platform level “entry layer” and then specializing Product Line Implementation Certifications

For more Details – here’s a great FAQ

https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/servic...

Below are 2 of the best all-round community resource articles the only problem (both good and bad) Lots of links - to other articles - which is great bc, well, lots of resources - not so great, bc, well, so much information…

https://community.servicenow.com/community?id=community_question&sys_id=ebb9c7e5db5cdbc01dcaf3231f96...

AND…

https://community.servicenow.com/community?id=community_blog&sys_id=f10eaa2ddbd0dbc01dcaf3231f961925

[seanpmcclean]

Virtual Agent Question:  When the Virtual Agent passes to a "live agent" does the agent get the history?

[seanpmcclean]

There are some GREAT sources on this - the best place (I think) to start is here:

https://community.servicenow.com/community?id=community_article&sys_id=c916f93a1b3aa010ed6c9979b04bcb3e

[Fabrizio Egidi]

A quick note about Virtual Agent. Our chatbot is great at Incident deflection too: sometimes employees/customers tend to open an Incident in order to get IT assistance or for some known disruption which is being investigated in the meantime.

Virtual agent will give back knowledge articles which may include documentation or announcements for planned/unplanned maintenance being conducted!

What's better than a quickly resolved Incident? A never opened one! 

Free course about Virtual Agent with micro cert included: https://nowlearning.servicenow.com/lxp?id=learning_course_prev&course_id=cdee9bd7db1e8110ad1cf9c8f49619ca

[Dan Vincent]

That was some very good information. I'm familiar with main line certifications, as I am a CSA already. To be more clear, what I was specifically asking:

In the information about this Learning Now instructor-led class I understood we would receive a voucher for a related exams of the many you offer. I am asking what is that exam we will receive a voucher for?

Am I nuts and was dreaming when I read the "voucher for exam" thing? I definitely could have been....

[seanpmcclean]

Oh Great Find @Fabrizio Egidi Thanks!!

[cg6]

As discussed in the class, CSDM 4.0 is out.
below is a link to CMDB 4.0 whitepaper

It is time... CSDM 4.0 DRAFT White Paper - CSDM - Common Service Data Model - Article - ServiceNow C...

Here is a screenshot of the common relationship the CSDM recommends using to link different type of records

[Christopher Wil]

If you are looking to review CMDB relationship for the CMDB please be sure to review the documentation for CSDM 4.0 White papers.

https://community.servicenow.com/community?id=community_article&sys_id=c981db3a1b018154ccc253da234bcbe8

[Eliot Mooiweer]

Hi All, my name is Eliot Mooiweer and I'm from Somerville, Massachusetts. I am a technical support analyst from Exact Sciences based out of their Cambridge location. I am excited to learn more about how SeviceNow works!

[Ben Nichols]

Hey Paul!  Glad to see the DOE labs represented here at K22.  I'm with Western Area Power Administration and would love to better understand how you've leveraged your staff to grow ITSM @ Lawrence.  Blue shirt - back of the room - see you soon!  Ben

[Paul Porter]

Hi Experts!

Can Confluence integrate with ServiceNow as an external source of KB articles, SOPs, etc?

Thanks,

~Paul

[sgardner]

Does ServiceNow have an integration to GitHub?  Would to combine our change management process and use of GitHub to push and track application code changes.

[Malik Pridgeon]

Hi, folks! 

Interested in taking CMDB Fundamentals?

Visit the following link for more details: https://nowlearning.service-now.com/lxp?id=learning_course_prev&course_id=e79cd6971bc01410ce5420622a4bcb6f

Happy Learning! 

[Ben Nichols]

Hi All !

I'm Ben Nichols, a federal IT Program Manager and ServiceNow Product Manager with Department of Energy's 'Western Area Power Administration.'  We use ServiceNow as our primary ITSM platform and have grown it to support Incident, Change, Project and other ITBM & ITSM services across our 17-state Service Area.  Like most, we're looking to leverage OOB processes to deliver as much value as possible without growing our O&M and/or technical debt.  It's a great position to be in - and ServiceNow (mostly) makes it easy!  Glad to be here and looking forward to the training, networking and KNOWLEDGE! 

[Fabrizio Egidi]

There's a dedicated Spoke available on IntegrationHub that you could use to integrate ServiceNow with GitHub. 

Documentation page: https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/administer/integrationhub...

[Christopher Wil]

Thank you would be interested in this!

[cg6]

In trying to go through the journey of creating a Service Portfolio,  creating a Business Service > Service Offering.. trying to figure out the best way of laying these records out.

for example,

Business Service: Email Management
Business Service Offering: Outlook

if you have different levels of support say, Platinum, Gold,  Silver, bronze

How would we lay this out using Business Service > Service Offering?  Would you create a child service offering? 

[Paul Porter]

Hello Nichols from WAPA. The is Paul from ESnet at LBNL.

[Fabrizio Egidi]

There's no native integration between Confluence Knowledge Management and ServiceNow at the moment. 

We have a spoke (connector) available with Jira which doesn't include any action on Confluence unfortunately. https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/integrationhub-store-spokes/concept/jira-spoke-v3-0-2.html

Some clients created custom integrations though. Everything can be done, but depending on the complexity of the use case it could be tedious.

[Kathleen Draper]

Someone mentioned 'knowledge bird' as a resource to structure good knowledge articles.....where do I find that again?

[seanpmcclean]

Great Find @Christopher Williams and thanks for sharing!

[Ben Nichols]

Hey Sean -

One of the benefits to ITIL V4 (IMHO) is the focus on value as well as the 6 other guiding principles.  Why?  Because they translate to C-suite 'speak' and tie to the language spoken in the boardrooms and 'senior tables.'  It can seem over-simplified, but speaking the language of our sponsors helps to create buy-in for many of the advances we want to bring the organization through our platform.  Gone are the days we can expect CIOs, CEOs or other executives to understand OUR language - and being conversant in THEIR language can be a force-multiplier for service delivery.  So, things like "Think and work holistically" or "Focus on Value" as high-level guiding factors helps to take the ITIL out of geek-speak and into more commonly-understood language spoken by other humans.

[Luis Flores1]

I think this is the reference: https://twitter.com/knowledgebird

[seanpmcclean]

Hi Kathleen. April Allen https://twitter.com/knowledgebird is an expert on Knowledge Management, not necessarily ServiceNow specific, but she is considered one of the foremost experts in the ITSM and ITIL space on implementing Knowledge Management:

https://knowledgebird.com/about/

https://www.linkedin.com/company/knowledge-bird/

[Paul Porter]

Sure Ben. Be happy to tell you how we're doing things. Have any lunch plans?