K18 CSM Fundamentals Training May 6 - 7

[steven_janssen]

Please post any class related comments and questions by commenting this article.

Please use the following keywords to preface your comment when applicable.

Question:  We will make every effort to answer your question in the course of the class.  Any questions we do not answer in the class we will address as soon as we can after the class.

Improvement:   This is for any feedback you may have regarding increasing the value of this class.  This is for your convenience before you loose your thought as the class progresses but not a substitute for your verbatims on the class survey.

Error:  This is for ANY error you see in the curriculum, grammar, spelling, functionality, etc.

Files referenced for the Labs are attached.   This will take the place of any reference to the Class Knowledge Base

[jamesdivine]

Welcome, everyone, to the CSM Fundamentals course at Knowledge18!!!

[gavinsn]

Hello Everyone

[andersfigenscho]

Good morning!

[Elyes Gazz]

Hello Everyone 😉 

[Nate Wert1]

Good Morning...

Looking forward to a great class!!!!

[chris_smith]

Good Morning! 🙂

[mikesabia]

Hello and good morning

[tessarocha]

Hello! Looking forward to a great training course 🙂

[Adam Nayer]

Good morning.
Adam Nayer from Deloitte, Toronto (Canada). I've been a functional process lead and currently a PM leading an implementation.
I've been focused on ITSM process development, improvement, and SNOW implementations for the last few years.

[andersfigenscho]

My name is Anders, I work with Sopra Steria in Norway as an architect and implementer.

Really looking forward to getting better insight into the CSM part of the platform. 

[richlakin66]

Hi.  I'm Richard (Lakin).  I'm a business analyst working for the University of Southampton in England.  I've only about 5 months experience with SNow.  We do not use external business partners at the moment as far as I know.

[chris_smith]

Chris Smith - Logicalis - 8.5 years of ServiceNow implementation experience. Hoping to understand the full capability of the CSM application. Favorite Customer? Hard to say - they all have their great qualities!

[Mike Allen]

Mike Allen

ConfigureTek

Solutions Architect

7 years developing on ServiceNow

I'd like to become CSM certified after this class

My favorite company to work with was Deutsche Bank.  Working for a company with 80k process users really forces you to hone your skills and be the best developer you can be.

[bobcoppens]

Hi Bob Coppens from ING in Amsterdam Netherlands. Working with ServiceNow for about two years as a customer, but new to this module.

I am a developer in for a Back Log Management module we created ourselfs and a service portal for Risk management. The latter one we want to see if we can use CSM for.

Although an internal department I love my Risk colleaugues.

[brooks]

Brook Shuford - TEAM2 & Datavail

ServiceNow Practice Lead

5 years experience w/ ServiceNow Implementing/Developing

Favorite company to do business with: Ben & Jerry's!

[joetsung]

Joseph Tsung, Incentive Technology Group

ServiceNow Developer

Experience: 1.5 years

I expect to learn the Customer Service Management module and become certified after the conference.

My favorite company to do business with is ServiceNow! The platform continues to grow, and the movement toward custom application development is very exciting.

[mvick]

Michael Vick

The University of Texas at Tyler

Manager Campus Computing Services

We've used ServiceNow for 4 years now.

I am the "owner" of the ServiceNow service.  I manager Incidents, Requests, and the Knowledgebase.

We've only interacted with ServiceNow staff for our StartNow.  We've not done any business with any third parties.

[dennisamagnuson]

Dennis Magnuson

Enterprise Networking Solutions, Inc. - ServiceNow Partner

Senior Solutions Architect - design, implementation, training

5th Knowledge

Experience - ITSM, ITOM, HR, CSM, Facilities, Workday Integration.

Looking to understand ServiceNow's philosophy regarding CSM versus real world experience.

Work with State of California agencies. They're all my favorite!

[brian5661]

Brian Wissinger, Cask, LLC

Federal ITBM Lead

Certified System Admin, Certified Financial Implementation Specialist (3+ years)

Looking to become more familiar with the CSM Module for an Implementation Cert

I work a lot with the DOD and Federal Civilian Govt...but I actually worked on one of the very first SN Financial Implementation with AMGEN

[Matthew Tolman]

Hello!

Matthew Tolman @ ProCori SMC

Solution Architect

Very new to the platform

Looking forward to learning more about what CSM can do

[imrankhanhr]

Hello everyone, this is Imran Khan. I am a Service-Now Developer for H&R Block Canada

Looking forrward to a great training and a fun at Vegas

[Sue Read]

I am Sue Read, Manager of IT Service Center for Navistar.  I am responsible for internal and external IT support.  I am a perspective customer of Service Now, so I have very little experience with the tool.  I hope to understand whether or not we need this module.

[Rajiv Nandra]

I am Rajiv Nandra working for HCL as Associate Vice President...I am currently heading Unified Service Management group which consist of 6 different COE's (ITSM, Custom Application platform, PreSales, SACM(Service Application and configuration Management), Mobility COE, BMO).....This year my focus is on NON ITSM application and intent to setup practices in HCL!!

[juanfourie]

HI I'm Juan Fourie, I a senior ServiceNow Developer for ITG.

I have around 4 years experience with SNOW, specifically with Scoped Applications and specialized business processes. 

I hope to have a working knowledge about CSM so that i can advice clients on how it fits their business needs as well as have the ability to work on the implementation of it.

We have a good relationship with the SNOW office in DC and really enjoy working with them

[Lars-_ke Bolk]

Hi,

My name is Lars Bolk and I work for the ServiceNow partner company Sopra Steria (European professional services company ~40 000 employees).

My role is Solution Architect and I take the responsible for the technical design and implementation for our customers.

I've been working woth ServiceNow since 2011, and before that I did BMC Remedy for many, many years.

My next goal is to get certified within Customer Service Management - and add that to all my previous certifications.

[Chris Capps]

Hello All!

My Name is Chris Capps with Capstone Logistics.

I am the Sr. Director of IT responsible for Infrastructure and Support services.  We implemented ServiceNow (CapstoneNow) about 1 year ago and have implemented incidents and request so far.  I hope to gain possible experiences from others and the methods they have used the CSM in their companies and find best practices.

My Favorite company to do business with is SHI, always forward thought of our needs as time goes by and different projects.

Hope everyone has a great conference!

[palmen]

Hi everyone!

I'm Fredrik Palmqvist, working as a solution consultant at Materna Information & Communications in Sweden.

I've been working with ServiceNow since 2011, first as an end user for a customer, moved on to be an admin at the same company before starting as a consultant about 2 years ago.

My expectations about this class is to learn more about CSM so I can help our customers when I get back home.

[Pankaj Katoch1]

Name and Company: Pankaj (Rackspace)

Role & responsibilities:  Manager - Service Management

Experience with ServiceNow platform: 6 years experience

Class expectation: Differentiate CSM from Domain separation, How ITIL specific customer switch to CSM concepts(case).

[mikesabia]

Michael Sabia

ConvergeOne - most recently at Arrow SI which was bought by ConvergeOne

Architect and Developer working with SN for 5 years

Have had good experiences working with both Linium and Aptris

Would like to know how CSM handles multiple customers in the same instance without using Domain Separation.

[Christian_]

Hello, 

My name is Christian R, originally from Sweden, works in Norway for Sopra Steria. 
Works primarily as an architect, with the implementation of ServiceNow solutions. 

I have worked with ServiceNow since around 2015, both on the customer side and now as a consultant. 

[fehaines]

Been working with SNow for about year so limited experience. Fav. Company Apple

[Kathleen21]

Kathleen Lietz

Principal Advisor at Aptris

ITSM Core with a Specialization in CSM

I have been working on the platform for about 8 years now. 5+ as a client leading the ServiceNow implementation and expansion at Delphi Automotive. Then, as a Principal Advisor working with Fruition Partners, now with Aptris.

I am looking to understand core principals of CSM as well as best practices to bring back to our clients.

Favorite company to do business with is Amazon Prime - its like having a concierge service! They know what I need when I need it. Best example of CSM around.

[mholst01]

Mark Holstein

Blue Shield of California

Process and Automation of Database Provisioning and Delivery

Looking into what I can use CSM for improved customer delivery.

5 years ServiceNow exp

[John Horner]

John Horner, I work for Leidos in Reston, Virginia, contracting for Government clients. Very new at Service Now, have taken one intro course so far.

[Albert Chan]

Hello!

My name is Albert Chan and I work for DMI out in Indianapolis, IN. I support Allison Transmission's ServiceNow practice as the System Admin / Developer / Solution Architect. I've been using ServiceNow for about 4 years now. My goal for the class is to learn how other people are using CSM.

Let's connect!

www.linkedin.com/in/albertgchan

[Andrew Robinson]

Good Morning - My name is Andrew Robinson, I am the Service Desk Manager for Fountain Tire Ltd, in Edmonton, AB Canada.    We are currently in the process of implementing Service Now for our Information Systems Team, with the goal of expanding the tool across other departments.   No real experience yet. 

Fav company to deal with?   Probably Starbucks, for their great coffee and superior customer service

[tessarocha]

Hi, I am Tessa. I work for Solugenix Corporation - a ServiceNow partner based out of Orange County, CA. I work exclusively with the CSM module as a pre-sales Solutions Consultant. I have also run the engagement portion for 2 implementations of CSM with Field Service and PA. I have really enjoyed working with a customer who runs managed services for customer support in the retail IT industry, because they had a really deep understanding and appreciation for both the technology and for customer service, and how they come together!

[Chi-Wai]

Hi! My name is Chi-Wai Ip and I work for Fruition Partners located in the Netherlands.

I am a technical consultant and mostly responsible for Knowledge- and Survey Management. I also have some experience with the Service Portal.

[Kari McCartney]

Kari McCartney, Datavail Corporation, VP Business Operations

Responsible for operative fundamental KPI reporting, service management, IT & Security Operations

I am a rudimentary user, interested in better understanding CSM for a software product launch later this year.  We currently use the ITSA, Advanced SecOps, ITOM, GRC among others, but will use CSM to to case management for our software products.

Fav Company to do Business With:  Amazon

[jarredpippy]

Name: Jarred Pippy

Company: GlideFast Consulting

Role and Responsibilities: Solutions Consultant who focuses on ServiceNow implementations, integrations and app developement primarily in a PM role.

Experience with ServiceNow platform: Less than 1 year.  Previously a Salesforce Admin.

Class Expectations: Get a better understanding of the SN Platform and its capabilities

Fav Company to do business with: Pharicode.  We partner with them on a number of government projects.

[daryd]

Hello!

Dag Rydell from Sweden, works for a small consultant company named Verano SpringStep.

About +5 years experience in ServiceNow and +15 in ITIL.

[kevinduman]

4 years of ServiceNow experience with OptumRx. Building customer HR onboarding process and deployment of ITSM workflows.

DXC/Fruition Partners - is my favorite we had a 4 years relationship with them and they have help us do ton with the instance.

[Greg Cantrell]

I'm Greg Cantrell at IT Manager and ServiceNow admin from AccentCare, a home health company in Dallas TX.  We first implemented ServiceNow for IT in 2016 then added asset management in 2017.  We are currently implementing CSM for our Shared Services group to process medical records and manage patient intake.

My favorite company to interact with is Amazon.  Easy to use interface, one stop shopping for electronic books to house hold supplies.

[Nate Wert1]

Hi again:

My name is Nate Wert.  I am a ServiceNow Solutions Architect for RoundTower.  I have been in the ServiceNow ecosystem for about 10 years as both a client and partner.  I have worked in the technology, financial, healthcare, transportation, industrial and telecommunication sectors.  I enjoy working with all companies as all have both shared and specific challenges around Service Management, both customer and IT.

[Elisha Sullivan]

Hi, Elisha Sullivan here from Stanford University Graduate School of Business. My title is Client Technology Services Manager. I oversee the services provided by our partners and some in-house staff in support of the computers and systems used by the staff, faculty, and students at the GSB.  We were onboarded to ServiceNow about a year ago with the incidents and requests types of services - after using Remedy for many years we've enjoyed the many advantages.    

I hope to better understand how to improve customer service for our clients.  ServiceNow has been a pleasure to work with so far.  

I've had good customer experiences with Apple.

[scotthal]

I'm Scott Halverson, I've been in the ServiceNow ecosystem since 2011.  First as a Technical Architect overseeing the ITSM migration for Target Stores, then 5 years as a consultant traveling the US.  Now I've settle back down as a developer for a company called Mattersight.  Helping take there Customer Service, GRC, Legal to the next level, as well as all components of the traditional IT Service Management.  Custom app development is my favorite.

My favorite company to work with is Apple and Tesla.  Both have rewritten the typical customer interactions by removing the middle man.

[Doug Schairer1]

Hi all, 

I'm Doug and I'm a Senior Consultant with Deloitte.  I've been working with ServiceNow for a few years now, primarily in the HR Service Management space.  I'm interested in learning CSM to further the improvement of service delivery to customers and I'm looking forward to a great course!

[kevan_smith]

Kevan Smith, Tideworks Technology. 

Implemented ServiceNow 6 years ago.  Implemented ITSM, some ITOM (Change), CMDB light, PA, SDLC, and a smattering of other tools.  Currently serving as SN architect, and evaluating CSM.  

[Kim Fizell]

Kim Fizell - Sr. Project Manager at The Andersons.  I have 30+ years experience in Project Management.  I have never used Service Now but I am looking to learn what capabilities exist.

[lorij]

Lori J. Jones

NASA Langley Research Center

ServiceNow Knowledge Management, Service Catalog Management, Testing Management

My favorite company to do business with and why: ServiceNow of course! Because ServiceNow delivers great products that benefit our customers in so many different ways through all sorts of IT business needs fulfillment and support. And because the products are easy to use without a lot of coding required.