Hello and Good Morning everyone! This is our online place for collaboration. We will post links to additional content, and first and foremost we will post the link to claim your student instance (just not quite yet). Please feel free to use this article/comments to ask (and answer!) questions. And, for anything else you may want to post.
Shea Laughlin, Solution Strategist at INRY (Partner). My role is very similar to a SN Solution Consultant. I'm also a former SN SC and SN Customer. About 8 years on the platform - started on Berlin.
I have some experience playing around with FSM and have demoed it. I'm here to learn more about what came out in Madrid and hopefully have some insight and guidance for clients that are looking at this functionality in the future.
My wife and I have been full-time RVing for the past 3 years, checked off our 50th state this last summer, and are still out and about traveling the county.
My name is Chris Garrett, I work as a ServiceNow developer for CloudPires LLC in Cincinnati Ohio. I have 1.5 years of experience with ServiceNow, buy I currently do not have any experience with FSM, and so I am taking this course to learn more about what the product offers.
Reason - gain deeper knowledge of the app and understand how client issues can be fixed with OOB solution, understand if OOB capabilities are leveraged fully or not
Recent Adventure - taught 4yr old to play cricket.
Hi! I am Nick McKeel and I work for Crown Castle. We host cell equipment, both larger tower structures and small cells.
I am a developer who helps customize field service, event management, and customer service / case management.
I've been working with SN and FSM for about 2 years now, with Work orders, WOTs, etc.
I'm here because my company offered me this opportunity, and i jumped at it to learn more best practices instead of constantly using duct tape 🙂
My most recent adventure was when my wife and I somehow both ended up locking ourselves out of our house while our two year old was still inside. It all worked out, though.
I'm Josh Virelli, Senior Developer at CloudPires in Cincinnati, Ohio. We are a Silver-level contractor and have clients with a wide spectrum of different interests. FSM is something I think some of our clients could benefit from implementing, so I'm hoping to learn more about it for their benefit– also I just found it the most interesting topic out of the Pre-con training sessions that I've not taken already 😄
Roles and Responsibilities: Started working as support analyst and currently performing the various roles like, Technical Lead, Solution Architect and Project Lead for ITSM projects.
Experience: Working with the platform for 8 years now and have implemented various applications in ITSM, Custom Apps, Portal design and few more.
Reason for attending: Wanted to learn something out of ITSM and have knowledge experience as well.
Most recent adventure: Visited USA for the first time and in Vegas 🙂 pretty recent.
I'm Travis, working for Partners Healthcare out of Boston. Within my team, we are responsible for maintain printers and applications, but our extended team is responsible for desktop support, the service desk, and the warehouse.
We've been using ServiceNow as a platform for about 5 years now, but my development experience is very recent and I have yet to produce any content.
We are starting a project to redo how we manage our hardware assets, track tickets, and automate our data management. This class may offer some insight into how we can do this successfully.
Ryan Maloles - Senior Business Analyst, ServiceNow
Company: DISYS (IT Managed Service Partner for Aerospace)
+5 years experience working with ServiceNow as a Business Analyst and Process Owner for Major Incident and Problem Management.
I have been tasked to assist the Aerospace project with implementing implementing Field Service Management for all of our IT Hardware and Software technicians.
Here's a link to the Docs article about dependencies in the mean time: https://docs.servicenow.com/bundle/madrid-customer-service-management/page/product/planning-and-policy/task/t_SetAnUpstreamTask.html#t_SetAnUpstreamTask
My company uses Esry maps for non SN applications, and they are very set on that. Is there any integration between Google maps and Esry that SN supports, or any "good" way to get Esry and SN to work together?
Currently, Google Maps is the map provider for ServiceNow map pages. We have had customers/partners build their own map pages using Apple Maps, ESRI, etc.
In our upcoming New York release, there is work being done to make the Maps more easily customizable. Happy to talk more about that.
There are partners out there who have built-in map pages that support ESRI. Stave Maps is a great example of this.
Enhancement can be made - if Location covered can be managed by state / county /city and be automatically added to Location covered by a dispatch group. this is very common for P&U clients.
In regard to map functionality, SN historically used Micello maps for campuses/indoor floor maps. A while ago, HERE Technologies acquired Micello... Does this change anything?
A few questions:
Is SN still planning on supporting indoor floor maps? If yes, what technology?
Is there going to be a way to seamlessly use both Google Maps and indoor floor maps?
Is SN deprecating Facilities Service Management? If yes, is there a migration plan?
Field Service Management seems logically geared toward the off campus work orders and issues, but is there a reason that it couldn't be used for smaller campuses? Does SN have a preferred alternative for a single building
Also, there were stories about people not wanting to be tracked by their phones which makes sense, but could we not pseudo-track them using what ticket they are assigned to? For example, if I have assigned a task to Charles to go to 128 Elm St, without tracking him directly I should be able to assign him 132 Elm St as well because I can assume that he's in the area due to his other work. Is this a feasible alternative?
Welcome Shailen! Check out our FSM Implementation class next if you want to dive a little deeper :). I still don't get cricket, but now that you have taught your 4-year old I am motivated to actually learn. Impressive!
If work order templates had 'Condition' that would determine would allow data conditions to trigger a task - e.g. Part weight > 50 lbs should trigger a work order task called - Schedule fork lift.
if we want to add a custom field on the Work order task template -- Should the field be created on Task table or Work Order Task table ? I heard Task table -- Just to clarify if i did hear it wrong.
Depends on the task you're adding- standard ServiceNow architectural best practice would apply: if it's generic and you'll use it on other tables that extend task, do it there, if it's specific to WO, then create it there
Not too difficult - we touch on it in the Implementation course (as it's definitely not an everyday task) - this article shows you, generically, how you go about creating/editing those formatters:
