Q&A from our August Event

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Question: I can’t delete a catalog item in my PDI. It’s currently in the publishing state. How can I delete or change the state to “published?”

Answer: The ability to delete or modify catalog items depends on your role and permissions in the instance. If you need to change the state from “Publishing” to “Published,” follow these steps:

1. Navigate to the catalog item you want to change in the module.
2. Open the catalog item record.
3. In the form view, locate the “State” field, or similar depending on your instance’s configuration.
4. Change the state from “Publishing” to “Published” if this is a valid transition.

Deleting a catalog item is generally more restricted. If you need to delete a catalog item, follow these steps:

1. Ensure the item is not associated with any active catalog requests or records.
2. Navigate to the catalog item you want to delete.
3. Open the catalog item record.
4. If the “Delete” option is available, you can use it to delete the item. If it’s not available, it means the item may not be deletable in its current state.
5. If you still can’t delete it, you might need to contact your ServiceNow administrator.

Question: How do you get a certification voucher?

Answer: Keep an eye on ServiceNow’s official website, announcements, or newsletters for information about voucher availability and promotions.

Question: I work for a large national company in the UK. We’re looking for an incident management and change tool. ServiceNow has been proposed, so as the Service Delivery Team, we’re trying to evaluate what ServiceNow offers as a complete tool. Where would I go to get the best view of the tool for our needs?

Answer: Start by reaching out to a ServiceNow representative. They can provide you with detailed information about ServiceNow’s incident management and change management capabilities. They can also arrange product demonstrations and discussions tailored to your company’s requirements.

Question: I got the Knowledge Management Module to restructure, is there a guide with the best practices on how to do it?

Answer: While there isn’t a one-size-fits-all guide for this task, there are a few best practices you can follow:

• Define clear objectives
• Inventory existing content
• Categorize knowledge articles
• Implement a consistent naming convention
• Define roles and permissions
• Standardize article templates
• Enforce approval workflows
• Enhance search functionality
• Include rich media
• Promote user contributions
• Provide training and documentation
• Monitor and analyze usage
• Regularly review and update
• Seek feedback

Question: In NowLearning, can you explain the difference between a journey and a path?

Answer:  A journey typically represents a broader learning experience or curriculum designed to guide learners through a specific area or role within the ServiceNow ecosystem. A path is a more focused and specific learning route that allows you to acquire expertise in a particular aspect of ServiceNow or a particular task.