Meet Community MVP...
Brian Lancaster
Hello Brian! So tell us a little on how you got started in your career and when was ServiceNow introduced to you?
I started in the IT industry back in 2003 after getting my BA in Computer Science. My first job was as an IT Support analyst. I have had a few different jobs and in 2014 while in the application support group and supporting the current ticketing system (Altiris). The company decided to move to ServiceNow and around Oct/Nov we started our implementation and since I was the admin of our current system I was made the admin for ServiceNow. I went through the foundations training and eventually the scripting class. In 2017, I used a voucher from the scripting class and passed the Certified Admin test.
What do you do now? What is your favorite part of using the ServiceNow?
I know ITSM mainly as that is what every company I have worked for has implemented. I'm particularly excited about the place I'm currently working as they will be implementing CSM so I will finally be able to get my hands dirty in another part of the system. As for the favorite part of the system is probably the ability to filter lists so easily. I had never seen a system and have yet to see another system where you can simply right click on something and choose show match or filter out. I know that may sound strange but innovative things like that are what got me hooked on the system.
How did your career evolve?
I have worked for 3 different companies now as their developer and admin. With all of them I was there for the implementation. They all use ITSM and I have probably built over 2000 catalog items from the very simple to the super complex.
How did you get involved with the ServiceNow Community?
The first implementation vendor I worked with suggested signing up so that when they were no longer working with use I had a place to find answers.
You're very generous with your time. What inspired you to start answering in addition to asking?
All the people who answered my questions when I first started out. I just wanted to give back to others since I was helped so much by the community.
How do you work the community into your day?
Typically after checking my inbox for work in the morning I will check my community inbox to see if there are any replies. Then once I reply to them I will check for anything that I can help with or sometimes I will see something that I'm not quite sure about and will subscribe to the question so I can learn. When I have time in between meeting and other work I check for replies to anything I answered or subscribed to.
In the morning and then periodically thought the day. Sometimes in the evenings, but I typically reserve that for family time.
What would you say to encourage your peers to participate more?
Just try and give back since you have been helped by the community. The more you participate the more you will learn and you can even get ideas on how to do something that you have been trying to figure out.
What advice would you give to someone who wanted a nudge to start contributing?
Just jump in with both feet.
Any other advice to share with those just starting on their journey with ServiceNow?
Be active in the community. Even if you just start subscribing to others questions. You will learn a lot.
Do you have any stand-out / memorable experiences with ServiceNow?
I think it was the time I figured out how to get password reset to work with multiple domains in a domain tree without having to have a config for each domain. People still ask me questions on the question I created about 5 years ago. It is good to know that this question is still helping people.
Is there a specific product and/or feature that you just can't believe you ever lived without?
The ability to right click in a list and choose show match or filter out.
Do you have a favorite piece of content on the community?
There is a blog post about attachments being viewed on the task level when they are attached at the RITM level. I go back to that every time I work on a new instance.
What motivates you to participate? Why do you do it?
Giving back to a community that has given so much. Also who doesn't like a little recognition when they get a correct answer or helpful.
Thank you, Brian!
