K18 ServiceNow Fundamentals - Chambers [Room B]

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Course: ServiceNow Fundamentals
Dates: May 6 & 7
Rooms: Galileo 1002/1003
Primary Instructor: Chris Chambers

This forum is for the Knowledge18 Pre-Conference Training of ServiceNow Fundamentals - Room B.

Communicate with your classmates and ask questions to our staff.

[Sharon Gaudino]

Hello! I'm the backup instructor for this class. I am super excited to meet everyone at Knowledge18!

Hopefully Chris stays healthy, but if not...I'm ready to jump in!!

See everyone next month!

[Sharon Gaudino]

GOOD MORNING! We are so excited to be here in Las Vegas! Hopefully everyone got a good night sleep and is ready for some SN FUN!

[Sharon Gaudino]

Who are you?

Where are you from?

What do you want to get out of this course?

What's something fun you want to share with the group?

[mdsimon]

Hello All.  Mark Simon with Lennox International.  I inherited responsibility of the Service Now platform and I'm here to get a basic high level overview.   We are currently in the process of upgrading to Kingston.

I'm from the Dallas Texas area.   I serve as the Sr. Service Delivery Manager for Lennox.

[jbasa]

Good Morning!  Happy to be here from Minnesota!  I am the IT Service Manager for Lutheran Social Service of MN.  We are on the Express platform and looking forward to the move to ServiceNow ITSM this year, and hoping to gain some new skills to prepare me for changes coming.

[oracio_palumbo]

Hello!

Oracio Palumbo here. I go by Ross. 

I'm the Principal Software Engineer for Intelsat. 

Here to help company start our path to ServiceNow implementation!

[Donald Small1]

Hello all. I'm excited to be here.  I am the Global IT Help Desk Manager for Nagra/Kudelski, a global leader in Cyber Security and Digital Media Content.  We are going to start our ServiceNow implementation next week, so I am excited to learn all about the platform to get the most out of it.

I am based out of Phoenix, AZ and an Arizona native.  I am a dad of a happy, fun, active 3 year old little girl, who is my life. 🙂

Ready to have a fun week!

[Steph Wahl]

Good morning!

I am Steph Wahl from Kwik Trip, Inc. based out of La Crosse, WI.

My role is that of Technical Writer and Trainer, of ServiceNow and other applications.

I have learned some things about ServiceNow but am looking to fill in the gaps and round out my knowledge.

Excited to learn with you!  🙂

[gorbyj]

Hi everyone. Jeff Gorby with Nationwide. I'm the Enterprise Process Architect for Nationwide and a responsible for our ITIL processes. I'm looking to learn more of the technical side of ServiceNow to work better with our ServiceNow admins & developers. I also think the more I know about the platform, the better I can innovate. Looking forward to this class.

[Bsmaby]

Hello all, my name is Ben Smaby and I'm the IT Service Center Supervisor at Kwik Trip Inc. I'm from La Crosse Wisconsin and have been working with ServiceNow for just under a year now. I'm looking to gain more knowledge on how to properly and efficiently use ServiceNow. I look forward to learning about how everyone uses SN at the organizations you work at!  

[Sharon Gaudino]

Welcome Mark!

[Sharon Gaudino]

Welcome Jbasa!

[Terri Bryant]

Hi - I am Terri Bryant, from MD - although my organization, LMI is based out of Tysons, VA.  My role as HRIS Manager is needing more knowledge of Service Now so that's why I am here.  Fun fact I am a newborn photographer on the side.  🙂

[Sharon Gaudino]

Welcome Donald! 3 years old is SUCH a great age! Maybe while you're here you can get some sleep! 🙂

[Sharon Gaudino]

Welcome Steph!

[RemiJohnson]

Hi, I'm Remi Johnson, IT Service Management Program Manager at Jefferson County, Colorado. I'm looking forward to diving deeper in the platform.

[Sharon Gaudino]

Good morning Jeff! Knowledge is definitely key to innovation!

[Mika2]

My Name is Mika Lindström  I'm the development manager at Elisa Applelsiini. I have been working with ServiceNow for three years now. I'm looking to learn more of the technical side of ServiceNow to work with our ServiceNow admins & developers

[David Schwartze]

David Schwartze with Martin Marietta Materials. I am and a senior technical advisor wanting to get a better foundation from this course. My wife is 5 weeks out from having our third child.

[Sharon Gaudino]

Welcome Ben! This is definitely a great place to network with others. Take advantage of that opportunity!

[Sharon Gaudino]

Welcome Terri! "Newborn" being the subject of your photos or "newborn" being new to the art? Either way...photography is a wonderful creative outlet!

[Sharon Gaudino]

Welcome Remi!

[Sharon Gaudino]

Good morning Mika! Glad to have you with us!

[Sharon Gaudino]

VERY EXCITING DAVID! Early congrats and welcome to the class!

[Terri Bryant]

Newborn babies are the subject of my photography.  🙂

[Sharon Gaudino]

LOVE IT! So fun! You and David can connect since he's got a new baby coming soon! 😉

[Bsmaby]

If you delete the "Home" Favorite how do you re-add it?  

[Sharon Gaudino]

Here's an article for how to set favorites for everyone: https://community.servicenow.com/community?id=community_question&sys_id=5b37cb29db1cdbc01dcaf3231f9619ee

[BBreau]

I'm Brannon from Morgan & Morgan P.A. in Orlando Fl, I'm the Platform Administrator and we just went live a few months ago. I'm looking forward to diving into the platform deeper than i was able to before now.

[Sharon Gaudino]

Ohhh...good question! There is a table called "Deleted Records" that captures all of the data records that are deleted. you may be able to grab it back from there. In the meantime, I will check to see if there's another way.

[Donald Small1]

IS the lab instance out of the box functionality with no customization?

[Sharon Gaudino]

Yes, Donald, this is a baseline instance. There are a few things that have been modified but mostly for training purposes (ie: specific users, roles, groups, but otherwise functionality is baseline)>

[Sharon Gaudino]

Okay...so it looks like the best way to restore your home icon is to type "homepage" on your application navigator. You can then just favorite that module from there.

[Bsmaby]

In this case the "home" module could have been deleted a long time ago so I'm not sure it would be in that deleted data records. Thanks for your help so far! 

[lisajones2906]

Hi,

I am Lisa Jones.

I am from Edinburgh and i am an independent consultant and specialise in the Business Change aspects of implementing ServiceNow (Comms, training, engagement, business readiness).

I have worked with the platform for over 3 years and want to apply some of the theory to my experience.

Look forward to speaking to many of you over the next two days.

[Sharon Gaudino]

yes, i was assuming you just deleted it but if it's been gone for a while you would just navigate to homepage and re-bookmark it.

[Dmulcahy]

Hi - Darragh Mulcahy From Ireland - Platform Administrator for IBM Watson Cloud  - been working with service-now for about 8 months - hoping to reinforce my understanding of the fundamentals.

[Sharon Gaudino]

Welcome Lisa!

[Sharon Gaudino]

Welcome Lisa! Glad to have you!

[Dmulcahy]

Hello Everyone - I am Darragh Mulcahy from Dublin,Ireland - I am one of the Platform Administrator for IBM Watson Cloud, I have been working with service-now for 8 months, I am hoping to reinforce my understanding of the fundamentals in Service-now.

Working forward to speaking with you over the next few days.

[Jason Nichols]

Hi everyone!

My name is Jason Nichols and I'm a ServiceNow trainer based in Germany (originally from Australia). 

Again, feel free to use this forum to post your questions and any comments you have. We won't have time to discuss everything in our two-day class, so please also use this forum to ask questions.

[Joe McCloud]

what were the browsers that allow drag/drop of attachments?

[Donald Small1]

How do you create global or group templates?  For example, I want to create a template for all my Service Desk users for a password reset incident.

[Sharon Gaudino]

Firefox, Chrome, and Safari all support drag and drop. If you have issues getting the file to attach, try dragging and dropping directly in the attachment section of the form.

[Sharon Gaudino]

When you create a new template, there is a field for group at the top of the form. This is where you can give access to the template.

[Satya Miller1]

Morning!!  My name is Satya Miller and I am a contractor for the federal government.  Today is my first time using ServiceNow!! After working with Remedy for over 16 years I found out 4 weeks ago that management has decided to replace Remedy and they want me to deploy it.  So, any tips/suggestions are greatly appreciated!  

[Sharon Gaudino]

Here's some more info about Agent Intelligence...  Agent Intelligence-Docs

[Chris Chambers1]

Great comments everybody!

Glad you are all excited to be on this course, a real good mix of people too.

Keep the questions coming, we love helping to answer 🙂

[Donald Small1]

Are the customer visible notes emailed to the caller by default?  If not, how are they alerted to the notes added?

[Sharon Gaudino]

Yes, the Additional Comments field is typically included in emails that are sent to end users. End users can also see the Additional Comments when they view their incidents from within the self-service and service portal view.

Chris will show that in just a few minutes in this notifications discussion.