ITSM Implementation - K19 Pre-Con May 5 & 6 - Troy Jensen

[Davida Hardy]

Welcome to the ServiceNow Knowledge19 Pre-Conference - ITSM Implementation Class!

This is a dedicated Community Article for class communication, collaboration, and fun!

[Catherine Morri]

Catherine Morrisette

BB&T Bank

6 years on SN

[erik_aase-remed]

Erik Aase-Remedios, Virtual Clarity, New York area (NNJ), Been working with the platform since 2011, pre-aspen.  But been a while since implemented core ITSM - back then.

[Jacob U-S]

Jacob Unander-Scharin

Verano Springstep AB, Sweden

1 year experience

[maria03]

Maria Thompson - MIHS - Phoenix Az - SN Administrator/ Developer certified - 4 years experience

[Priyanka Gupta]

Priyanka Gupta, ServiceNow Developer @Costco Travel, 2 years of experience in SN, 6 years of total IT experience. Happy to be here 🙂

[Stewe Lundin]

Stewe Lundin
Axians AB Sweden

2,5 years of experiance
Currently knee deep into Portal and Catalog items. 

[Dominic13]

Dominic Mawry
ServiceNow Developer at GDIT

About 3 years on ServiceNow

[cohlandt]

CompuCom Systems Principal Consultant ITSM and Cloud solutions with over 25 years experience. Excited to be here again.

[User664421]

Ben Bernatchez, Business Systems Administrator @ eSentire Inc.

Cambridge, Ontario, Canada

6 months Experience in ServiceNow

Taking this course as we're in the middle of our CSM and ITSM implementation.

[daryd]

Dag Rydell

Verano Springstep AB, Sweden

6 years on SN, 3 as client 3 as consultant.

[John Gilaspy]

Welcome, all.  John Gilaspy, Technical Architect & Trainer, Specializing in GRC, with 10 years experience in ServiceNow.

[Steve Fox1]

@Troy -- Keep bringing it !!

[Catherine Morri]

We use compucom!  🙂

[Sean Burnside]

Sean Burnside

1 year experience

Perpecta

[Phillip16]

Phillip Howell, SysAdmin at Solugenix Corporation.

About 1.5 years experience in SN. 

SysAdmin and FSM CIS Certified.

[mattcox]

Matt Cox, Sr Solutions Architect at Rolta|Advizex

About 3.5 years experience with SN

Sysadmin certified

[dsuskauer]

Devon Suskauer, ServiceNow Administrator at Ingles Markets, Inc.

Approximately 3-4 months of experience so far with SN. Going to be doing Sysadmin Cert soon!

[Gaines Kergosie]

Gaines Kergosien
VP, Corp Sys Dev Mgr
AllianceBernstein

New to ServiceNow implementation. Currently completing our CMDB migration and beginning to implement Change Control. Planning to move our custom Service Catalog to ServiceNow in 2020.

[Steve Fox1]

Steve Fox....I worked for Coca-Cola in Atlanta for 23 years.....we were pre Aspen as well

[Jennifer Schoe1]

Jennifer Schoenhoeft 

Perspecta

1 year on ServiceNow

[cohlandt]

Awesome, With SN or other services?

[genedunn]

Hello, I'm Gene Dunn with Harland Clarke Holdings in San Antonio, TX.  I'm the Sr. Manager of the Enterprise Service Management (Incident, Problem, Change) and Data Center Operations (physical data center management, Event Management, workload management) teams.

I have about 2 years of experience with ServiceNow and 3 ITSM deployments for HCH subsidiaries.  I have 20 years of experience with ITIL and ITIL Expert certification.

[Winfield Lynch]

Winfield Lynch - Deloitte Consulting
About 4 months experience with ServiceNow and 17 years experience with another product that implements ITSM processes.

[Andrei_Idiceanu]

Andrei Idiceanu

Stefanini

+2 years XP with SNow

[Nik Davlantis]

Nik Davlantis

Help Desk Manager at NC State

4 years using ServiceNow using primarily incident and knowledge to handle day to day IT support for the campus community.

I have been breaking our dev instance and my own PDI instance for the last 2 years.  You need something wrecked...I got you!

[John Gilaspy]

Matt, Say hi to Rob Richardson for me!

[Joakim Lundbaec]

Joakim Lundbäck
Advania Sweden AB,

4 years experience with ServiceNow.

Sys Admin cert (+ delta)
App Dev cert (+ delta)
Implementation specialist cert (old)

[mattcox]

I will, He'll be here starting tomorrow if you want to catch up with him.

[John Gilaspy]

Definitely

[Steve Fox1]

Groups and Roles:  

We always add users to groups.  Then we give rights to groups.   For us.....security is always controlled by groups

[Diana Lewis1]

Hi Maria!  I worked on the original MIHS implementation, in 2013-2014! It was a great project. Tell the team I said hello.

[Diana Lewis1]

Howdy, Partner!

[Catherine Morri]

With SN.  CompuCom has a desktop support queue.

[Diana Lewis1]

Diana Lewis

Solutions Consultant, Custom Training Development and Teaching

Business Solutions and Technologies (bizsolutions.tech)

35 years ITSM experience

9 years ServiceNow experience, > 80 implementations, including global Fortune 500 companies

Reason - Back-up Instructor, Attend Sessions and Learn

Recent Adventure - Upcoming trip to Costa Rica for a wedding!

[Diana Lewis1]

Does a user having cmdb_read role count against ITIL Fulfiller license?

Community Discussion Link

[mattcox]

My understanding from our sales person is that if the user can view records not created by or for them, a license of some type is required. As the instructors said, there are so many variations of contract, so talk to your sales person.

[Michele Cyr]

Michele Cyr
Sargento® Foods | Real Cheese People®‎
Plymouth, WI

4 Years of ServiceNow Experience

[Phillip16]

I was excited to see you were in this classroom! I made the switch from Fundamentals to Implementation this morning, they just happened to have some free spots, score!

[Peter Luther]

Peter Luther, BusinessNow Sweden AB. 1 year of ServiceNow Experience

[Davida Hardy]

Exam blueprint for the ITSM Exam: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-itsm-blueprint.pdf

For other CIS Exams: https://www.servicenow.com/services/training-and-certification/training-paths/certified-implementati...

[Catherine Morri]

I live in Wilson.  Go heels (sorry!)!!

[Davida Hardy]

Please see attachment for UML diagrams.

[jasminehodges]

Jasmine Hodges

Systems Engineer for ENS-Inc.

2.5 years of ServiceNow Experience

[Diana Lewis1]

Fantastic!  These slides have the builds too!

[Graeme Wood]

Graeme Wood

Senior Manager - Deloitte UK

10 yrs ITIL

2 yrs ServiceNow user - New to maintenance

[BeauEllis]

Beau Ellis - MORSCO Supply Co.

Service Delivery Manager - ITSM Admin

2-3 years experience

[Miguel Santiago]

MORSCO, Inc.

IT Operations Admin | ServiceNow Platform Owner

2-3 years experience

[Jochen Geist]

If you are planning to track calls instead of raising an Incident directly, please have a look at Interaction Management: https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/interaction/concept/in...

It also ties very nicely into Agent Workspace: https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/workspace/concept/inte...

[nimerkawwa]

Nimer Kawwa - ServiceNow Solutions Architect - Johnson & Johnson

4 years working on the platform.

[Diana Lewis1]

Davita's suggestion for viewing the history of re-assignment information on Incidents, in addition to reporting on Incident re-assignment count.

Assignment Group Metric Instance List