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

[JMHSN]

John Hirst with Extreme Networks

Service Manager

New to the platform

Looking forward to learning about CSM

[Zayna G_1]

Hi all, my name is Zayna Ghacham and I am a Senior Consultant w/Deloitte. I am new to the consulting world but worked for ServiceNow for almost 4 years in Global Operations/Customer Support. I've been a power user of the platform since my time at the company and am excited to now bring that experience to customers! My goal is to understand the full capabilities of CSM and get certified as an implementation specialist. 

[thschouten]

Hello everyone, I've been an independent servicenow consultant for since 2009, work and live in Vancouver Canada. 

Main areas of focus have been ITSM / PPM / ServicePoral and HR

Fun fact: Planning on taking (driving) my family up to Tuktoyaktuk, go ahead look that up.. ;-), where are you going this summer?

Looking forward to learn more about CSM in general and how it may help their customers serve them better.

Cheers

Teunis 'Tone'  Schouten

[Ryan Stevenson]

Hi Everyone,

Senior Manager for Service Delivery for Western Governors University.  Our Service Desk has been using ServiceNow for about 5 years and we are looking at the advantages of ServiceNow for other support departments against alternatives like Salesforce which they currently use.  

[Marc Roy]

Greetings from up north. 

Marc Roy - Payments Canada

Service Management Analyst - Manage and support Change Management & Request Fulfillment processes, system administrator for our current SM Tool (CA SDM)

New to ServiceNow, First Knowledge. SN implementation planning started with implementation Partner.

Fav company Amazon Prime

Looking to gather more Knowledge of what's possible with ServiceNow to help make our implementation the best it can be.  

[vini3]

Goodmorning !!
I am Vini from DXC technology with 4 years of work  experience with Servicenow.
My aim to attend this is to understand the complete capabilities of CSM 

[Krzysztof Dance]

Krzysztof Dancewicz

Principal Consultant at new startup Bluepineapple Service now technology partner.

Looking to learn all there is about CSM!

[Meghan Tomai1]

I am Meghan Tomai. I have been a Systems Admin and Developer for a little over two years. Before that I worked as a HelpDesk Support Analyst for four years. We don't work with external business through ServiceNow.

[Tonya2]

Good Morning, I work for NOAA and look forward to training.

[Tommy Morris]

Yea!!! Finally connected!

[David Cruz]

David Cruz - University of Texas at Arlington

Service Desk Manager

Incidents and Request Process Owner

We have been using  ServiceNow for 15 months. 

Goal: Improve customer experience

[Brittany Highto]

Brittany Hightower, Program Manager for Digital Innovation & Consumer Experience @ Thomas Jefferson University Hospital. I manage our ServiceNow team, I also serve as a ServiceNow administrator. I market and push along projects for my team. 

Best company to work with so far was McKenzie Health System in Canada, they adopted our instance for their new EHR implementation. 

[tessarocha]

Spelling error on Page 43 in the second Lab - the word "steps" is spelled "setsp in the line of number 2.

[Adam Nayer]

Here is the docs page I was referencing.

Use the Customer Service case timeline with other applications

[Albert Chan]

It was a little difficult to find first, but it's in the section in between the fields and related lists.

[kevan_smith]

Page 78, B.2, "Resource Source" should be "Request Source"

[Marc Roy]

Lost power in back right of room. Last row.

[gavinsn]

I will check on it now

[scotthal]

Question:  Will the slide deck be available to us?

[Chris Capps]

Error page 125 Item 2.  Should be From not Form

Page 128 A. 2. image incorrect shows run button at bottom but it is above left.

[gavinsn]

I'm sorry. The slides will not available to share with the class.  

[gavinsn]

Good morning! Your name tags are at the front of the room.

[tessarocha]

There is an error in the steps in the SHN Lab exercise. On both the first (page 184) and the second (page 186) exercises, the step tells us to click 'Submit' at the end, but if we have performed the previous step (i.e. to "save"), then the option to submit will not be there, the correct button will be "update".

[Adam Nayer]

Page 198, the step for viewing the publication link is unclear. The text implies Publication is a top level item viewable on the portal, however what you have to do is click on 'Support' and then you see 'Publications'. The screenshot on the page is correct.

[gavinsn]

Thank you for the feedback!

[tednorlander]

Is there any comprehensive list of widgets for Service Portal available?

I'm looking for info like:

- Widget name

- What the widget is supposed to deliver/do?

- Which properties are available for modification that changes the behaviour of the widget?

[tednorlander]

Found this, pretty OK.

https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/build/service-portal/concept/widget-showcase.html

[gavinsn]

https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/build/service-portal/concept/widget-showcase.html 

Here is a list of all the SP Widgets and it explains what they do. 

[gavinsn]

We were on the same page! 

[Brittany Highto]

Will we be discussing anything regarding guided tours in csm?

[gavinsn]

Hi. That isn't part of the content. Do you have any specific questions that we can help with?

[steven_janssen]

Brittany,     

We will not be covering Guided Tour in this class.  As a platform capability it doesn't have any specific unique relationship with CSM and for that reason isn't in scope.

Guided Setup on the other hand is in the roadmap for CSM and Communities and will be discussed in training at that time.

Thanks for asking.

Steve

[Marc Roy]

IMPROVEMENT:

Page 326. #6 Submit = Update on Form

B. Assign bade to user should read : Assign badge to user.

[steven_janssen]

Thanks Mark.   

[Adam Nayer]

Page 304

Part B

Need to add a step to make sure the user goes back to the Administrator role or they won't be able to find Crissy when they try to Impersonate her.

[steven_janssen]

All,

     Thanks for being so interactive and respectful of each other.   I sincerely hope your time was well spent.  As we will discuss at the end of class today this is one of various steps on getting to certification.  I am certain that many of you were anticipating some topics that didn't make it into the Fundamentals course.  We have a great and timely opportunity to respond to you since we are currently scoping the next version of both CSM Fundamentals and CSM Implementation curriculums.  

Please let me know what is and is not important for you as you prepare for deployment and/or management of CSM and I assure you it will be considered as we prepare the London release of the two classes.  Either post here, talk to me before you leave today or email me at steven.janssen@servicenow.com.

Thanks!!  Have an incredible rest of the week.

[steven_janssen]

Thanks Adam!!

[kevan_smith]

pg. 345, A.4 should say "View All Forums"

[kevan_smith]

Page 346, A.7:  The date/time shown generate an error.  You'll need to enter a future Date and Time

[steven_janssen]

Thanks Evan!!