K18 ServiceNow Fundamentals - McCourt [Room A]

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Course: ServiceNow Fundamentals
Dates: May 6 & 7
Rooms: Galileo 1004/1005
Primary Instructor: David McCourt

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

Communicate with your classmates and ask questions to our staff.

[David Ramirez]

Good Morning Everyone!   

Welcome to day 2, My name is David Ramirez and I will help with any questions you have today.

Instance Reservation URL:  clabs.link/pcct2000a  (copy and paste on a new tab)

[Julie Gordon]

Julie Gordon

-Shelter Insurance

-DataCenter/Cisco UCS/VMware - Minimal SN experience - Expect to become comfortable in the platform & manipulating it -Favorite Movie- Princess Bride & Footloose

[Lindsay Doyal]

Lindsay Doyal, Sr. Compliance Analyst with Serta Simmons Bedding. My favorite movies are Stepmom and Wonder. My experience with ServiceNow is working closely with our ServiceNow Admin on projects. I am here so that I can better support our ServiceNow Admin in the way that we request from her. 

[Kevin McGartlan]

Kevin McGartland, Business Systems Analyst with Red River Technology LLC. My favorite movie is by far Pulp Fiction. I have had hands on experience along with informal training with my supervisor for the past 3 months but I'm looking forward to learning more. I am here to start down the path of gaining my ServiceNow Systems Administrator certification, and to network with several consultants we work with. 

[Grant Kelly]

Hi,

Grant Kelly, An IT manager in the insurance industry ( The Cooperators) and will be leading the Servicenow team and platform.  I have minimal SN experience and am hoping to become more comfortable within the platform. Favorite movie is The Count of Monte Cristo.   

[Lemmy1]

Lemmy Kapinka, Information Officer at The World Bank in Washington DC. I have no experience in ServiceNow, just getting started, reading many articles on the internet.

 I am team lead for a group that provides IT support to over 1000 clients.

[Justin Tomas]

Justin Tomas, I am the disaster recovery manager for Serta Simmons Bedding. Minimal administrative experience with Service Now. Our new business continuity management program is leveraging an application that sits on the Service Now platform. I am looking to improve my skills with Service Now to better use the FairchildApp. My favorite movies are Goodfellas and Tommy Boy. I just moved back to the United States after living and working in Bermuda for 10 years. 

[Matt Nolan]

Matt Nolan Sr. Systems Engineer at Trident USA Health.  No administrative experience with ServiceNow, some end user experience.

[Anthony Cala]

My name is Anthony Cala, I am an Enterprise Application Administrator with Tableau Software. You may have noticed me, "I am the guy with the service dog that has a mohawk!" I know I make it really hard but please understand that when you see my service dog in her vest she is working, please don't distract her for working, she has to work really hard for me.

I served 16 years in the army, and went to Iraq 3 times. This is a huge step for me to be at a 15,000 person conference. I would love to get to know you, please talk to me not my service dog. Thank you for your support.

Very Respectfully,

Anthony

[Taylor Brandenb]

I'm Taylor Brandenburg, System Administrator at Quantum Spatial. No experience with ServiceNow. I'm from Lexington, Kentucky and my favorite movie is The Blues Brothers.

[Matt Lammers]

Matt Lammers, System administrator at Shelter Insurance.  We are currently implementing ServiceNow. I have been using ServiceNow for about 6 months with informal and on the job training. I would like to learn the best practices and recommended ways of doing things within the platform and refine what I think I already know.

[Marc Schuette]

Marc Schuette (Manager IT Business Services) from Quantum Spatial in Portland, OR

Looking forward to leveraging this class for our implementation and standup of SN in our company.

Tie between The Godfather and Midnight Run.

[CodeTwiddler]

Dave Smith, Applications Developer with Regis University in Colorado. We're currently implementing SN for the ITS department.

Zero experience with ServiceNow but it looks a lot like flavors of content management systems I've worked with.

I'm here to learn the basics on this product so I can function as additional support for my team. One of my cohorts is currently going through a more advanced course here.

My favorite movies are Dune and The Fifth Element.

[jason_marcell]

My name is Jason Marcell and I am an Application Systems Analyst at Sub-Zero Group, Inc. based in Madison, WI.  I was part of the selection team for ServiceNow when we were in the market for an ITSM tool in 2015.  I have only recently been assigned an admin role. My favorite movie is Usual Suspects.  I look forward to learning about everything involved in being my company's admin for SNOW.

[erms]

Morning!

Ermelinda Timmins, Assistant Director, ITS at Southern New Hampshire University. I manage our internal ServiceNow team that supports the platform that we have implemented enterprise wide. We are a small team with a very large customer base, 100K+ users. I am here to hopefully get some more technical knowledge of the platform so my admins can go on vacation some day! 🙂 

[Connie Reilly]

Hi, I'm Connie Reilly.  I work for The Salvation Army - Canada and Bermuda Territory with our head office out of Toronto, Ontario, Canada.  I've been using ServiceNow for 2 years now as part of the IT Service Desk, but have moved into the role of ITSM Administrator.

Looking forward to learning as much as I can from this course, and meeting some fellow SNow users who share my role.

Favorite Movie:  Working Girl 🙂

Cheers!

[David Ramirez]

Hello Eeveryone!

If you are struggling the instance Reservation url is: 

clabs.link/pcct2000a

(copy and paste on a new tab, no need to type http://)

[Gerrick Rodrigu]

Good morning!  I'm Gerrick Rodrigues.  I work at Partners HealthCare, a 90K+ end user healthcare organization in New England and based in the Boston-area.  I joined Partners a few months ago and am responsible for the enterprise ITSM program, which includes ServiceNow, ITIL processes, and soon TBM.  SN was implemented 4 years ago and we have about 3200 ITIL users.  We're on Istanbul and plan to upgrade to Kingston later this year.

I'm excited to gain a deeper understanding of its administration as we look for opportunities to automate more and expand its adoption into business areas, including integration with clinical systems!  Our goal is to leverage the powerful capabilities of ServiceNow to evolve how we enable, deliver, and support services!

[David Ramirez]

Room Question: 

What is the Number of entries of the Application Navigator History?

By default, the application navigator shows 30 history entries, but this can be configured, for more info check:

https://docs.servicenow.com/bundle/kingston-platform-user-interface/page/administer/navigation-and-u...

[mdc]

Hi everyone! Mike Caruso here. I am the Director of Production Control at Trintech, Inc. We are a small company that provides Financial Reconciliation software via the Cloud. I am responsible for the team that manages the production environments. I was also brought in to help develop or improve the processes across the organization. We currently use Salesforce for everything and that's not the right tool and it isn't scalable. We're looking at bringing in ServiceNow in the next 3 months and will start with the normal processes...Incident, Problem, Change, CMDB, and Service Request. Favorite Move....Back to the Future.

[CodeTwiddler]

Is there a way to pull down and parse things like transaction logs outside of the system? For context; auditing user activity.

[David Ramirez]

If you are an admin you can export the contents of any table on excel, csv, pdf, etc.  

https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/exporting-data/c...

[CodeTwiddler]

Excellent, thank you.

[michaelgregory]

I am a system engineer at Southern Illinois Healthcare.  We went live on Fuji in 2015, and run Jakarta currently.  I've been an admin and developer for ServiceNow for most of that time, but primarily I work with Windows Servers, Active Directory, and F5 load balancers.  I've recently been appointed to lead adoption of Change Management at my organization.

This is my first ServiceNow training class and my second Knowledge experience.  I'm hoping to get a cohesive understanding of the basics and obtain certification.

[michaelgregory]

I don't know what tables you would need, but you could probably pull the data using REST.  Check out the "REST API Explorer".

[CodeTwiddler]

Are views something which can be assigned to roles and/or groups?

Basically, can something like an incident list be configured to be presented differently depending on a user's group's roles?

Looks like this is possible and expected. Thanks.

[David Ramirez]

Yes, you can configure View Rules to force a view depending on the user role, to read more please check: 

https://docs.servicenow.com/bundle/kingston-platform-user-interface/page/administer/navigation-and-u...

[Jason61]

Is the participant guide available in electronic format anywhere?

[David Ramirez]

Hi Jason, it is not available in pdf, but you can order a digital book version that is searchable (but not printable) I believe there may be some instructions at the back of the book, or simply contact training@servicenow.com

[David Ramirez]

Room Question: 

What are the attachment limits in ServiceNow?

Please see the following docs article to learn what are the defaults and how to configure them:

https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/form-administrat...

[mindyfox]

Hi Michael,

Have you read the book, The Phoenix Project?  If not, highly recommend as it is mainly about implementing the Chg M process in a company.  Not really related to ServiceNow but just IT in general.  Recommended and very quick read!

[michaelgregory]

I've not read it, but I'll check it out.  Thanks!

[Anthony Cala]

Can you please post the schedule for today and tomorrow please

[CodeTwiddler]

Nice, that's definitely going to be helpful.

[David Ramirez]

just added the schedule on the first comment at the top of the article:

[David Ramirez]

Room Question:

Where can I get documentation on ITSM Processes?

ServiceNow provides resources to customers through the Champion Enablement program, learn more here:

https://community.servicenow.com/community?id=community_static&sys_id=9bc3be65dbdc5bc0b322f4621f9619...

[adam_seeber3]

Hi folks - the tool I mentioned earlier is SessionBox, a free browser extension for Chrome (possibly others!) Incredibly useful for developing and testing because it allows you to have multiple logins in one browser - so for example, you could be logged in as Admin in one tab making changes, and as a Fulfiller in another tab testing them. It’s also refresh-proof which means you can make a change in the admin tab and simply refresh the fulfilled tab to see it immediately. I use it heaps (not enough to be sponsored by SessionBox, I swear!)

[David Ramirez]

Room Question:

Where can I get documentation about creating email notifications?

There are multiple articles in the "docs" portal that are very helpful:

• Notifications in ServiceNow
• Creating an email notification
• Adding links to records in notifications

[jason_marcell]

David showed us how to get to the schema view and it seemed to be a long path.  Is there documentation on how to get to the schema view as i would like to show my team at work.

[David Ramirez]

Hi Jason,

There are many ways to get to the schema map so I'll talk about a few:

1. From the form, go to the form context menu, then navigate to Configure->Table. Then scroll down to Related Links and click Show Schema Map
2. From the list, go to the context menu in any of the column headers, then navigate to Configure->Table. Then scroll down to Related Links and click Show Schema Map
3. From the Application Navigator, go to the "Tables" module, then find the table you are interested in, open the record. Then scroll down to Related Links and click Show Schema Map
4. From the Application Navigator, go to the "Tables & Columns" module, then find and select the table you are interested in. Then scroll down to Related Links and click Show Schema Map

For more details check docs:

https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/table-administra...

[David Ramirez]

Correct Slides for Unit 3.2 Security:

Security Article in Docs: https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/contextual-secur...

[wbrown1]

Can you post the URL where these can be found.

[David Ramirez]

Please note that the slide deck is not available outside your book, but an accurate ACL rules article can be found here: https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/contextual-secur...

[michaelgregory]

Can I add the activity stream UI action to a list for a custom table, that doesn't extend task?  The custom table has a journaled field.

[David Ramirez]

Hi Michael,

the Activity Stream "Formatter" on forms and "UI Action" on lists can only be added to tables that extend the task table. Same for Visual Task Board and Assignment Rules, these are actually the features that make Task based tables special.

[mindyfox]

Hi David, my password is not working today.  Who can help?

Instance	Address	Username	Password
Primary ServiceNow	https://pcct2000a-071.lab.service-now.com	admin	pcct2000a-587#K18

[Jason61]

Random question. Regarding the administration certification, are all the questions that could be asked covered in the training material for this course, or are their other sources we should review before we take the test?

[David Ramirez]

HI Jason, I would highly recommend you check the exam blue-print here:

https://www.servicenow.com/content/dam/servicenow/other-documents/training/ServiceNow-Sys-Admin-Exam...

Most if not all questions are covered in the material, this includes all the text on the slides and the footnotes in your book.

[Lemmy1]

We are a Global Organization with ITs in more than 100 countries connected with different broadband speed and different capacity: what advice can you give us on the minimal number of mandatory fields to complete before resolving a case and allow us to capture the necessary data to produce meaningful reports

[David Ramirez]

Hi Lemmy,

It depends on many things, but I'll try to give you some ideas to decide this on your own, based on my experience, first you should identify your organization's pain points and goals and then define some KPIs, then look at each of the following categories and decide what fields you really need to be able to report on for closed tasks/cases:

• Requester info: User or users(if you have on behalf of)
• Case/Task info: Short Description, and optionally some kind of classification based on your organization's KPIs
• CMDB info: Not mandatory, but very helpful when doing reports, it can be conditionally mandatory
• Fulfiller info: Group/User accountable for the work
• Closure info: Code and or Notes, based on your organization's KPIs
• SLA's info: Not a field on the task/case, but if setup can enable very useful reports

Finally, remember there are no iron rules, try to start with as few mandatory fields as possible, and only a few reports. Then implement a continuous cycle of analysis of reports and improvement on your policies and reports.

I hope that helps,

David