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When this lab environment was created, it was said all plugins where already enabled. Can we get a list of what was enabled for this course?
In the beginning it was recommended that when we begin implementation to gain inputs to run through questionnaires. Does servicenow have some template questionnaires?
Automated Test Framework (note no test have been set up for this class)
Change Management - Risk Assessment
Guided Tour Designer
ITSM Mobile
ITSM Workspace
Problem Management Best Practice - State Model
Quiz Designer
Service level management guided tour
Most of these plugins will automatically be installed on your PDI. Plugins in bold will need to be installed.
eBook: No eBooks will be provided.
Clone lab: Are you referring to the stories or the outcome of the lab? Most of the labs, you will be creating the content from scratch. There are a few instances where you will modify out-of-the-box objects.
Hi Jennifer, Often the questionnaires are used during the strategic planning, when defining the objectives of your ITSM program. Here are several different survey purposes and target audiences:
IT Executives - Sometimes the questionnaires are to the IT executives, regarding the improvements they want for their services or operations
Business Customers of IT Services - Sometimes the questionnaires are to the business community to find out what improvements, they want for the IT services that support their business.
End Users of IT Services - What they want or need in terms of improved services. Usability feedback on service catalog and item forms.
Often the information from these early questionnaires are used as input to transition change and adoption communications
The Champion Community contains excellent resources for transition change management, and contains various templates. If you don't find any questionnaire templates out there, you can pose the question to that community.
For the person asking about Mean Time to Resolve: There is an optional lab in the book for Incident Performance Analytics (page 130), which has a dashboard showing Average time to resolve. Not exactly MTTR, but close.
For the CAB, we believe in NO surprises in the CAB meeting.
If there is an issue, we want the managers to discuss it / resolve it well in advance of the CAB. No one wants to see a 30 minute debate in the middle of CAB.
We think the official CAB should be a very short, focused meeting with NO surprises
Derrick Sellars - Senior SNow Administrator, Company Technologent Partner of ServiceNow, Live in Texas but originally from North Carolina. About 4 years of experience.
Agree! All those question marks should be resolved before the CAB, often the CAB members don't have the technical knowledge to iron out the questions. They are only participating to take the decision.
The best cab meeting is when the protocol already is written in forehand and it just gets an ok with NO major changes.
couldn't agree with this more. the CAB should really just be a rubber stamp. main work should all be done upfront so the CAB just validates that's happened and then serves the purpose of making sure wider impacts have been considered and then sends out comms so change is visible.
if someone doesn't show up to represent their change or hasn't followed the process (i.e hasn't done testing) the change is cancelled - this needs strength from the change manager otherwise there is little point in adding the CAB process
The CAB doesn't necessarily need to be fully formalized and in many cases, you probably are already doing it to some degree.
At a smaller university it looked like this:
1 System Administrator
1 Network Engineer
1 Help Desk Staff Member
The change process we used in a nutshell:
Network Engineer: I'm changing this thing over here. Do you think that's a problem?
System Administrator: Should be fine Ill watch for any issues.
Network Engineer and System Administrator: Hey Help Desk. Buckle up!...we are changing something.
How you implement and document the change process depends on the organization and the needs you may have. a fully verbal process as noted above might work in some cases. Other organizations may require something more formalized and transparent. It may be especially important if you are finding many issues with your services arising after changes have occurred.
7 years experience with ServiceNow/ 6th time at Knowledge.
Class is great refresher to see what is offered out of the box. Wow!! Much progress has been made in setting up system administration configurations, when I implemented we had to walk 5 miles, barefoot.... 😉
We are getting ready to reset our Change Management highly customized module implemented in Berlin back to 'out of the box'. We recently did this successfully for our CMDB and implemented automated Discovery.
If this lab did not work as expected, check/do the following:
1. On Pg 273, we ask you to open the Change Request – CD – Normal Workflow. This is a typo. You will need to open the Change Request - Normal workflow and make a copy.
2. Rename the Workflow to Change Request – CD – Normal Workflow or whatever name you like.
3. Go back to the Change Request - Normal workflow and deactivate it. You will need to check out the workflow to inactive it. Afterward, publish the workflow.
4. Proceed with the steps as written.
If you find that the Review Button still appears on the form or the Review state appears in the drop-down, make sure that:
The Change Request - Normal workflow is not active. You can verify this by click Show Workflow on the change record. You should only see 1 workflow running. If multiple workflows are running, the system is going to be confused.
Changes to the script include are correct:
No typos
The scripts were pasted in the correct places, see screenshots for validation
If it's still not working, I'm happy to post a video demo.
Many of you have expressed interest in retaining some of the artifacts from this class. I have attached the stories and ITSM Implementation - CD knowledge base. These are update sets you can load into your personal development instance.
Before loading the stories, please make sure to activate the Agile Development 2.0 plugin.
Please load the update sets in the following order:
1. ITSMI-M010-Backlog
2. ITSMI-M010-STRY060101
3. ITSMI-M010-STRY060301
4. ITSMI-M010-CD Knowledge Materials
5. ITSMI-M010-CD Knowledge Materials - CMDB
Note, you will receive errors stating "could not find sys_user....". This is because the account that created some of these records do not exist in your PDI. Using the list actions, select all rows and select Accept Remote Changes. (Do this for all of them).
(in Docs under Madrid but the article seem to exclude Madrid?)
Resolve related incidents from a problem
After you consider a problem to be resolved, the incidents related to the problem with the state On Hold may be resolved using a UI action from the Problem form.
About this task
The topic only applies to legacy problem — Jakarta to London. <------
Hi Arnam, I took the exam a week after the conference and it was very easy and straightforward. If you have experience on Incident, Change, Problem, Request then you are good to go. The training material is enough.
