7/30 NC User Group

aaisbe · ‎07-31-2014

Hey All,

As a summary to yesterday's meeting I've included some notes below. Please feel free to add to this topic or create new ones for discussion.

--Welcome & Introductions--

Each company had a representative speak on their current footprint and top item. A packed house with over 60 people in attendance. One user group member drove 3 hours to the event! He had his pick of a table of ServiceNow swag in which he choose a ServiceNow "SNUG"gie

--ServiceNow Roadmap by Shawn Turnbow--

Shawn created provided a great summary of new features in the platform and will upload his powerpoint slides meant to be shared with you and your colleagues. Each topic slide contains links to the additional content from wiki to youtube videos.

U14 interface
- Sticky Column Headings
- Search under column heading by clicking Hour Glass
Delegating control of Service Catalog to business users with the new Service Creator and Catalog Item features
New BSM Map
Kanban Boards
Visual Task Boards
and more

--Eureka, Red Hat by Mason and Thomas--

The team from Red Hat provided a great background on why they choose to go from Calgary to Eureka and their prep work, execution, and post upgrade lessons learned and advice.

Overall

Overall very good, would recommend others to move to Eureka. Their user community has been providing positive feedback.
Provided notification and ability to use the environment in advance of upgrade in UAT including several "lunch and learn" meeting sessions with end users
Upgraded over a month, but could have been executed in 2-3 weeks.
Froze development during the time to upgrade
Enjoying new developer features for setting breakpoints and tagging has been massively helpful
Mason pointed out that this a "sexier" ticketing system allowing him to sell it more effectively
Upgraded on a Sunday afternoon (sub prods took 15 minutes, prod took 45 minutes)

Gotchas

Watch out for legacy browser behavior (firefox included)
Old features remain solid
Many new feature bug findings have been patched
Custom CSS by Red Hat was partly

--Lunch and Networking (sponsored by Evergreen)--

There were cookies too

--Platform Overview and Application by Shawn Turnbow (ServiceNow)--

Shawn reminded us that ServiceNow is a platform first with ITSM built on top. Plenty of example applications are available at ServiceNow ShareNow Portal

The benefits of using the platform eliminate questions of how you add these features or considerations for your app such as backups, disaster recovery, audibility, mobile interface, form factor, etc. This allows you to focus on the process.

He demonstrated an application for a Managed Print Services organization. The overall solution leveraged some out of the box service catalog, incident management, and reporting. However these features were accessible essentially from a single pane of glass that the end user could use to handle their uses cases for seeing printer usage, order toner, report and issue, etc.

He'll upload a PowerPoint with some tips on how to get started.

--Roundtable Discussion--

We broke our use group into 6 interest teams who each had a leader to document best practices, tips, tricks, etc to share with the entire group. Each team leader has been kindly asked to make a posting on the community of some highlights of what they presented at the SNUG (looking forward to it!)

Asset Management
Configuration Management (CMDB)
Change Management
Service Catalog / Request
Eureka Upgrade
HR Automation and Access Management

--Automating Enterprise Services with an Automated Service Catalog by Jeff Benedict (Evergreen)--

Evergreen showed a mock company they use to demonstrate their range in advancing the platforms look and feel.
- Checkout "The Most Interesting Service Catalog in the World" http://www.evergreensys.com/technologies/servicenow/service-catalog-video
- Evergreen also highlighted a use case of automating software delivery for John Hopkins. Making it self-service and delivering services directly to their users.
Evergreen also provides Workshops for Overviews of the Platform or helping to refine and develop processes to support your business.
More resources available at IT White Papers, IT Workshops, IT Tools - from Evergreen Systems IT Consultants

Thanks for reading this summary, if you made it this far then *high five* for you.

Aaron Isbell

SAS, Business Operations Specialist

NC SNUG President

Message was edited by: Aaron Isbell, adding two power points from the presentations that day.

aaisbe · ‎07-31-2014

Almost forgot!

"Take the Creator Challenge: Tell us about your app and get a free t-shirt." https://community.servicenow.com/community/user-groups/blog/2014/03/20