Help choose which ITSM processes to train multiple groups of Fulfillers in for a brand new roll out

[parishoodfa]

We are about to embark on a brand new ITSM onboarding and have paid for Tier 4 of Impact for training of up to 5 ITSM processes for our Process Users.  Now we must choose which 5 process are best to train our ITIL user community on.  The obvious top choices are : 

1) Incident

2) Request

3) Change

but for options 4 and 5 what would everyone recommend as we are struggling with choosing a topic that is not centrally managed so that our wider user community can benefit from.  MIM, Problem and Config which were initially on the list are really an overkill for training 10s of new Fulfillers in as there would eb handful of each PO managing them!

Any advice what process 4 or 5 should/could be?? 

Yours eagerly,

Paris 

[rajumunta]

Hello @parishoodfa I agree we will be having very limited interactions with the CMDB through use of Discovery. However, from a process stand point Incident Management and Change Management could greatly benefit from having CMDB/Configuration Management. For example in my previous organization  about 60% of Major Incidents occurred due to Changes made on the direct CI's or dependent downstream CI's. So in terms of Incident Management - Change Management process plays a critical role and vice versa. For these processes to be effective, we need to able to tie the Incidents/Change Requests with proper Configuration Item. That is where indirectly you will be having almost everyone interacting with the Configuration Management process.

Just as you plan KM to the internal SD and support team and not yet open it up to BUs (which is great way of doing it) - you can similarly plan on Configuration Management initiatives for the long run and adapt it be more inclusive as you mature over the period of time.

[Dr Atul G- LNG]

Hi @parishoodfa 

Greetings!!

As a ServiceNow trainer, I’m happy to share my thoughts here. Whenever we talk about ITSM, even though we refer to the Now Learning training, it usually includes 5–6 core topics:

• Incident

• Change

• Problem

• Request

• Knowledge Management

These are the basic and essential topics that apply to almost every company. Along with these, you should also plan a separate session on CMDB, as it’s equally important for both users and fulfillers to understand. MIM (Major Incident Management) can be briefly covered within the Incident topic itself.

[parishoodfa]

Hi@Dr Atul G- LNG, 

Thanks so much for your thoughts on this topic.  My reservation around going down the full blown training program was around audience.  We will probably have a handful of process users using PM and for KM we were planning on opening it to the SD and wider support teams only.  So consumption wise I'm thinking KM may be a better fit. 

Also, any experiences or insights you have around Config for the wider audiences would be really helpful. 

Thanks,

Paris 

[Dr Atul G- LNG]

Hi @parishoodfa 

Sorry for the delay in response. Even though it’s for a handful of resources, PM and KM are considered major topics in the training.

Regarding the configuration, there are mainly two personas:

• Fulfiller: To show what CMDB is, where it gets stored, and which catalog items need to be used or processed.

• CMDB Admin: This is a key role. They must know the classes, governance, IRE rules, as well as audit and dashboards.

You can add a little flavor of CSDM as well.

[parishoodfa]

Thanks Atul - we ended up going with Inc, Req, Change, MIM and Config as KM and Service Catalog were not an option for ITSM!!